Tamula Coffey

About Tamula Coffey

Energetic professional with over 15 years of experience for call center leadership positions in the healthcare and insurance industries. Superb track record ensuring service and support compliance with corporate standards and regulatory requirements. Proven ability to recruit, coach, and lead cross-functional employee teams. Versed in developing and implementing process improvements to boost productivity, quality, and customer satisfaction. Expertise completing key projects to meet schedule and accuracy guidelines.

Experience

1. Business Application Expert

   Blue Cross NC

   Jan 2015 — Present

   Configure Groups and Segment Level Offers for Blue Rewards program in SAS. Facilitate customer resolutions with multiple internal and external teams. Perform data analysis each week before transferring the rewards file via Reflections FTP client. Review Invoice from external vendor to ensure accuracy before payment is rendered. Research and respond to customer inquiries regarding campaign eligibility and rewards using Teradata SQL Assistant (CHUB). Compose rewards in Salesforce Marketing Cloud.

Education

• Pfeiffer University

  Masters Business Administration & Health Administration

  2006 — 2009

• North Carolina Central University

  Bachelor of Science (B.S.), Criminal Justice and Corrections

  1992 — 1997

Skills

• Leadership
• Strategic Planning
• Employee Relations
• Software Documentation
• Staff Development & Leadership
• Human Resources
• Recruiting
• Microsoft Office
• Customer Service
• Equal Employment Opportunity (Eeo)
• Employee Benefits
• Call Centers
• Visio
• Team Building
• Employment Law
• Training
• Process Improvement
• Interviews
• Health Insurance
• Benefits Administration
• Family & Medical Leave Act (Fmla)