Summary
Overview
Work History
Education
Skills
Timeline
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Kimmi Watkins

Lexington

Summary

Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.

Overview

19
19
years of professional experience

Work History

Patient Access Coordinator

Baptist Heath
03.2021 - Current
  • Contributed to a positive work environment by providing support and assistance to colleagues during peak periods or staff shortages.
  • Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
  • Managed high volumes of inbound calls while addressing scheduling requests, appointment confirmations, prescription refills, and general inquiries professionally.
  • Enhanced communication between departments by regularly updating patient information and coordinating schedules.

Reservation Specialist

CLC Lodging
01.2019 - 03.2021
  • Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
  • Provided exceptional customer service throughout the entire booking process, leading to positive reviews and referrals.
  • Ensured accurate client information was entered into the reservation system quickly and error-free, reducing data-entry mistakes.
  • Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
  • Assisted guests with special requests or accommodations, ensuring a personalized experience for each stay.

Escalation Supervisor

The Results Company
02.2016 - 12.2018
  • Maintained accurate records of all escalations, tracking trends and identifying areas for improvement.
  • Contributed to organizational growth by sharing insights from escalation experiences with relevant stakeholders, informing decisions on product improvements or policy updates.
  • Fostered a positive work environment by actively supporting team members in their personal development goals and career aspirations.
  • Minimized future escalations by proactively identifying potential problem areas and implementing preventive measures.
  • Influenced long-term customer loyalty by demonstrating empathy and understanding during difficult situations, providing tailored solutions to meet individual needs.
  • Promoted a culture of continuous improvement through regular reviews of policies, procedures, and best practices.

Operations Manager

Alorica
08.2013 - 02.2016
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

Retail Department Manager

Walmart
04.2010 - 08.2013
  • Maintained a visually appealing department layout that effectively showcased products and enticed customers to make purchases.
  • Increased customer satisfaction by providing exceptional service and addressing customer concerns promptly.
  • Led meetings with store management to discuss goals, challenges faced within the department as well as successful tactics to be implemented across the organization.
  • Ensured compliance with company policies, procedures, and safety standards throughout all aspects of department operation.
  • Boosted employee morale through recognition programs, resulting in increased productivity and overall job satisfaction.
  • Conducted regular performance evaluations for staff members, identifying opportunities for improvement and offering constructive feedback.

Team Leader

Arbys Resturant
06.2006 - 10.2012
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.

Education

High School Diploma -

Mary G. Montgomery
Semmes, AL
05-2009

Skills

  • HIPAA compliance
  • Customer service experience
  • Assertiveness
  • Operations monitoring
  • Goal setting and achievement
  • Scheduling and staffing
  • Team supervision
  • Team development
  • Employee relations and conflict resolution
  • Spreadsheet tracking
  • Computer literate
  • Customer service

Timeline

Patient Access Coordinator

Baptist Heath
03.2021 - Current

Reservation Specialist

CLC Lodging
01.2019 - 03.2021

Escalation Supervisor

The Results Company
02.2016 - 12.2018

Operations Manager

Alorica
08.2013 - 02.2016

Retail Department Manager

Walmart
04.2010 - 08.2013

Team Leader

Arbys Resturant
06.2006 - 10.2012

High School Diploma -

Mary G. Montgomery

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Kimmi Watkins