Taneka Crump
@tanekacrump
Experienced call center supervisor with a focus on quality and training.
United StatesWhat I'm looking for
I am a dedicated professional with over 25 years of experience in customer service, specializing in quality assurance and team leadership within the Medicare sector. Currently, I serve as a Supervisor at a Medicare Call Center, where I actively participate in business model observations and coach my team to enhance performance. My role involves handling customer escalations, monitoring team performance, and onboarding new staff, ensuring that we maintain high standards of service delivery.
Previously, I worked at Aetna as a Quality Specialist, where I performed routine quality reviews and acted as a quality champion to promote change across the organization. I developed and implemented programs that improved team functions and created the Reconsideration Process, which is still in use today. My analytical skills allow me to identify trends and communicate effectively with cross-functional teams, ensuring that we meet and exceed established performance standards.
Experience
Work history, roles, and key accomplishments
Supervisor
Medicare Call Center
Nov 2022 - Present (2 years 8 months)
Actively participated in the Business Model, handling customer escalations and monitoring team performance. Coordinated work distribution, onboarded new hires, and conducted employee one-on-one sessions and year-end reviews.
Quality Validation Analyst
Aetna
Oct 1997 - Nov 2022 (25 years 1 month)
Conducted audits on Quality Analysts to measure compliance with published policies, procedures, and regulatory guidelines. Identified and distributed errors to consultants, performing data analysis to identify and communicate trends.
Quality Specialist
Aetna
Oct 1997 - Nov 2022 (25 years 1 month)
Performed routine quality reviews for A1A service operations, identifying and distributing errors to business partners. Acted as a quality champion, influencing change and performing data analysis to identify trends using Verint and Microsoft Applications.
Customer Service Representative
Aetna
Oct 1997 - Nov 2022 (25 years 1 month)
Created and participated in cross-functional events to ensure high-quality customer service, coaching staff on work procedures and call handling. Communicated effectively with clinicians and promoted Aetna’s health information products.
Special Projects Lead
Aetna
Oct 1997 - Nov 2022 (25 years 1 month)
Developed and implemented programs to enhance team functions and launched new projects, ensuring proper integration into daily operations. Created the Reconsideration Process, which remains in daily use.
Education
Degrees, certifications, and relevant coursework
Montgomery County Community College
Associate of Science
Grade: 3.8
Completed an Associate of Science degree, focusing on foundational academic principles. Achieved a strong academic record with a GPA of 3.8.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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