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sammy B

@sammyb

Operations supervisor at Centerville Office Support who standardized the TSS workflow and supervises a seven-member team.

Nigeria

Message

At Centerville Office Support, I train and directly supervise the seven-member Treating Source Statement sub-department for Kirkendall Dwyer LLP. I simplified the original TSS workflow into a standardized template adopted across the team, improving process efficiency and call turnaround.

I’ve worked across Medical Records, Post-Hearing, and Rejections, and now use Salesforce and NetDocuments to manage case files and documentation workflows. I also coordinate medical-record retrieval and audits, and address process-compliance and data-integrity issues before they reach senior leadership.

At SCICOM (MSC) Berhad, I advanced from Executive Technical Support Officer to Team Lead, overseeing 24 team members and helping the team earn a third-place ranking among teams in multiple countries. I also periodically served as Substitute Duty Manager, overseeing shift KPIs, escalations, and staffing.

Experience

Work history, roles, and key accomplishments

Current

TSS Supervisor & Trainer

Current

Centerville Office Support

Jan 2020 - Present (6 years 10 months)

Train and supervise a 7-member TSS sub-department, standardizing workflows and improving process efficiency. Manage case files and documentation using Salesforce and NetDocuments, ensuring HIPAA compliance and resolving escalations.

Salesforce Net Documents HIPAA SSD Workflows Team Leadership SOP Development Process Optimization Escalation Management

Current

District Secretary and WSF Leader

Current

Volunteer Community Leadership Portfolio

Jan 2015 - Present (11 years 10 months)

Manage administrative operations, communications, and reporting for multi-layered organizational units. Serve as primary escalation point for operational and relational conflicts, and track performance metrics.

Administrative Operations Communication Skills Escalation Management Performance Monitoring Onboarding Accountability

Medical Disability Intake Specialist

Outsource Global

Jan 2019 - Dec 2020 (1 year 11 months)

Coordinated high-volume SSD client intake, matching legal and medical case data within CRM systems. Used Salesforce to manage onboarding and optimize handoffs, driving high First Contact Resolution rates.

Salesforce CRM SSD Intake SSA Guidelines First Contact Resolutions Data Management

Team Lead

SCICOM (MSC) Berhad

Jan 2014 - Dec 2015 (1 year 11 months)

Oversaw 24 team members and led the team to a 3rd-place ranking among multiple countries for scalable performance results. Acted as Substitute Duty Manager, assuming full shift-management responsibilities including KPI oversight and staffing.

Team Leadership KPI Oversight Shift Management Escalation Management Staffing

Executive Technical Support Officer

SCICOM (MSC) Berhad

Jan 2012 - Dec 2015 (3 years 11 months)

Adhered to strict contact-center KPIs including AHT and ACW while maintaining QA standards across multiple CRM platforms. Promoted to Team Lead overseeing 24 members, leading the team to a 3rd-place ranking among multiple countries.