Tawanna Chapman Email & Phone Number

Atlanta, Georgia, United States

● Software support for global clients & primary consultants to handle software product issues that may involve connectivity blocks, system outages, and work stoppages● Use of Salesforce to create, route, qualify, & escalate cases to designated project teams ● Assist various clients with software navigation & troubleshooting, such as routing purchase orders via TMS, review of financial & reporting trends via PM- Reporting & Financial Management, using SOP’s as a resource to resolve software product malfunctioning etc.

Atlanta, Georgia, United States

● Responsible for managing multiple accounts including Panasonic, Ecolab, Amazon, Beckman-Coulter, & PSEG ● Conduct intake calls with Hiring Manages, assist with job portal navigation & log error incidents from open orders portal, submit job orders & candidates on behalf of client, communicate job offers, main POC for the client, recruiting branches, & MSP reps via phone, email, WebEx & chat

Greater Atlanta Area

● Manage an average team of 20 advocates to collaboratively service Medicaid members & contracted providers including a variety of tasks that range from approve timesheets, track attendance, distribute performance reports, conduct coaching sessions, create Engagement Committee, plan/coordinate employee engagement initiatives, assist with Refresher Training, hold team & individual meetings, complete advocate evaluations etc. ● Assist with interviewing/ recruiting efforts, performance improvement plans & monitor daily operational trends i.e. awareness of SLA's, staffing adjustments, call volume variations, & communication with Workforce Management Team ● Successful at creating & implementing team & departmental initiatives that improve overall department progress & client-experience

● Train existing clients with navigating via athenaNet electronic medical record system, while reviewing software implementation & manage workflow optimization ● Provide face to face EMR consultation to improve 5-stage medical visits & to create more sufficient workflows for staff members, as well as patient experience ● Oversee a team of Specialists during Go-Lives to provide additional support for process corrections, escalations, troubleshooting & acted as a liaison for specialists & Onsite Contact Center● Assess inbound call agents’ performance to provide reports to direct managers & to provide coaching sessions regarding call experience

● Manage VIP client accounts to ensure ads are receiving the maximum amount of exposure to ultimately sell vehicles & evaluate system issues to assist with troubleshooting site malfunctions● Offered client support via inbound & outbound calls for enrollment process including providing market values, creating ad descriptions, educating on services/products, & how to maneuver through website & interactive features

● Traveled to different branch locations to learn and train on new products, to effectively operate in a team setting, and to improve overall customer experience as well as meeting sales goals● Handled employee payroll, interviewing candidates, exit interviewing, outbound/inbound recruitment & implementing on-site training sessions for new hires & existing employees on various software/ hardware systems