Tammy Dracopoulos Email & Phone Number

Texas, United States

• Supervises a team of 18 Intake Specialist who processed referrals for home healthcare• Investigates errors and potential problems, analyzed data metrics, and implements strategies to bridge knowledge gaps, enhance skills, reduce processing cycle times, and eliminate errors• Utilizes data reports to ensure that high standards of quality and productivity are maintained• Collaborates with Regional Leaders and Departmental Supervisors to ensure organizational success• Manages cycles times, time to pick up, data entry, and follow up times to ensure SLAs are met• Manages employee performance through data analysis and quality control

Creative writer - Projects: a book, devotional and project involving my photography.

• Answered inbound calls in a public-facing call center environment• Exceeded all performance guidelines established by the department leadership team• Created new documentation, quick reference guides, and job aids for the Call Center• Managed emergency code calls that involved medical and security emergencies • Performed troubleshooting and provided exceptional customer service to all callers

• Managed all Service Center operations, including staffing, performance management, quality control, scheduling, forecasting, evaluations, KPIs, training, team development, and client success• Transformed an underperforming team within 60 days while exceeding all performance targets• Established and implemented a step process for a new line of business and developed training to standardize the workflow for multiple cross-functional teams• Served as a key contributor in the onboarding of a new line of business • Developed and delivered training curriculum that improved employee performance on processes, procedures, customer service, and account refresher training• Analyzed existing policies and procedures to identify opportunities to improve clarity and communication, including expanding documentation and job aids

• Managed day-to-day operations to align organizational policies and procedures with industry best practices and ensure compliance with local, state, and federal regulations• Directed Disability and Leave Teams to ensure that all KPIs were exceeded by implementing effective training strategies, upholding quality standards, and improving client relations• Analyzed existing processes to identify opportunities for improvement and implement strategies to streamline workflow and increase operational efficiency, which led to a $1MM contract renewal• Partnered with internal teams, clients, and stakeholders to troubleshoot technical issues, isolate the root cause, and implement creative resolutions that minimize the impact on pay and benefits• Contributed to leadership and executive presentations in Governance Meetings• Updated processes, training, and documentation to improve accuracy and increase the quality• Restructured and standardized communication channels, which increased client satisfaction

Manager, Disability and Leave | May 2013 to May 2016• Served as the Manager of the Disability and Leave division and led a team of nine Specialist • Prevented financial loss by maintaining a 97% audit score or higher and monitored performance through reporting, data analysis, trending reports, and internal audits• Ensured that Specialists adhered to policies and procedures and met all performance and quality metricsService Center Supervisor | November 2011 to April 2013• Built, led, and developed a team of dedicated Client Service Representatives in a fast-paced call center environment • Managed performance metrics by analyzing daily, weekly, and monthly reports, identified opportunities for improvement, and implemented strategies to bridge knowledge gaps• Developed and implemented training and coaching to enhance performance and decrease errors• Other positions held include Assistant Manager, Liaison, Disability Specialist, Customer Service Representative I and II