Tabitha Ray Email & Phone Number

Tucson, Arizona, United States

I was recruited by this accountable care organization of physicians, hospitals, and services to oversee a five-member call center team tasked with fielding a high volume of inbound member calls. During my tenure, I placed significant focus on talent acquisition, new hire training, and leadership development to elevate individual and team goal attainment.By leading our team to aggressively pursue its production targets and implementing Genesys call center software, we produced a 40%… Show more I was recruited by this accountable care organization of physicians, hospitals, and services to oversee a five-member call center team tasked with fielding a high volume of inbound member calls. During my tenure, I placed significant focus on talent acquisition, new hire training, and leadership development to elevate individual and team goal attainment.By leading our team to aggressively pursue its production targets and implementing Genesys call center software, we produced a 40% increase in care gap closures to 1,300 in six months. To further enhance our forward momentum, I designed an improved training curriculum for the Member Outreach team resulting in the proactive resolution of issues across 10 health plans.Additional successes include reducing early and periodic screening, diagnostic and treatment (EPSDT) forms from 7k to less than 200 by resolving a neglected backlog, enhancing employee training curricula, and schedule optimization and authoring an annual plan that outlined a strategy to enforce provider accountability and established procedures for EPSDT form processing and member outreach that was accepted by the Arizona Health Care Cost Containment System on its first submission. Last, but certainly not least, I implemented Microsoft Teams to enable real-time information sharing and increase teamwide collaboration and communication. While I’m proud of all that I accomplished in this role, I’m anxiously awaiting the next challenge to conquer! Show less

Tucson, Arizona, United States

Prior to joining Banner Health, I presided over a team comprised of 20 Roadside Assistance Agents at this leading provider of digital driver assistance services with responsibility for achieving 95+ on a scorecard including average handle time, call quality, post-call activity turnaround time, and attendance. My claim to fame is guiding our team to earn 98+ on each scorecard by maintaining an average handle time of 225 seconds, a 95% quality score, average post-call work time of 100… Show more Prior to joining Banner Health, I presided over a team comprised of 20 Roadside Assistance Agents at this leading provider of digital driver assistance services with responsibility for achieving 95+ on a scorecard including average handle time, call quality, post-call activity turnaround time, and attendance. My claim to fame is guiding our team to earn 98+ on each scorecard by maintaining an average handle time of 225 seconds, a 95% quality score, average post-call work time of 100 seconds, and a 90% attendance rate. I’m also credited with increasing our Net Promoter Score (NPS) from 3 to 4.5 / 5 by training our team to rapidly resolve complex issues and ensuring the constant provision of exceptional service, designing a new quality process for 70% of the company, and serving as one of six supervisors chosen to lead a new department that was created following the acquisition of the Swoop platform.My consistently high performance and comprehensive expertise in internal processes led to being selected by senior leadership to train new hires. Show less

Tucson, Arizona, United States

In this position, I directed the efforts of 75 call center employees at a global provider of customer care and interactions and business process outsourcing (BPO) solutions with annual goals of maintaining shrink below 30% and achieving a call quality rate of 80%.

Tucson, Arizona, United States

I led a 25-member, cross-functional team at this provider of outsourced operations to software-as-a-service (SaaS) solution providers. My most impactful contributions were defining the roles and objectives for our customer service tam and launching a monthly training program.

Tucson, Arizona, United States

In my second role with Sears, I served as a liaison for PartsDirect while designing and leading product training programs for all 250 employees. I created an improved workflow / time management training curriculum that improved productivity in PartsDirect’s Customer Care department by 15% and customer satisfaction by 20%.

Tucson, Arizona, United States

My first position with Sears involved overseeing a team consisting of 25 call center employees and responsibility for achieving a $20 sales per contact rate, 35% sales conversion rate, 304-second average handle time, and 89% customer satisfaction score. Much of my time was spent continually improving the performance of all team members by designing enhanced workflows and training curricula focused on optimizing the customer experience.Under my leadership, the team achieved at least 100%… Show more My first position with Sears involved overseeing a team consisting of 25 call center employees and responsibility for achieving a $20 sales per contact rate, 35% sales conversion rate, 304-second average handle time, and 89% customer satisfaction score. Much of my time was spent continually improving the performance of all team members by designing enhanced workflows and training curricula focused on optimizing the customer experience.Under my leadership, the team achieved at least 100% of its average handle time and customer satisfaction score goals and earned a #1 ranking out of four call centers for sales production and conversion rate in eight consecutive months. I also managed to lead our team in Panama to boost sales referrals by 100% and our team in the Philippines to achieve a 33% conversion rate (vs. 26% in the U.S.) through long-form training initiatives. My efforts and our teams’ annual goal attainment were recognized with the 2009, 2011, and 2012 Dig It awards (out of 17 Team Managers). Show less