Shabra Watkins

Master's

Organizational Leadership

Telvista

TPA Client Operations Supervisor

- My responsibilities at Telvista include Supervising a Team of Sales Agents for a major, large client, ensuring they have the resources, training and tools needed for successful sales, business transactions, leading to customer retention, customer satisfaction, upsells and expansions of the clients' products available. This is done through daily meetings, coaching sessions with each Team member, daily client meetings with interventions, calibrations and Quality Assurance. My position includes also reporting to my manager the status of each member of my Team and their progress or any improvements or corrections needed to make their performance satisfactory and exceedingly continuously - My daily operations also included using Kronos and Workday to schedule my Teams schedules and document their payroll and work hours for submission to HR and payroll specialists