Confidential

Take 950 phone calls per month, book 61 of patient calls, Pass 2 QA's per month and have a show conversion of 40 or higher. I handle phone calls, emails, and Web Request. Follow standard operating procedures and company standards. Provide world class customer service

Confidential

Answering multiple phone lines, problem shooting telephone calls, researching fluid sample collection dates/times or collection amounts, data entry, processing specimen samples, faxing patient stat and non-stat results to the client, coordinating 30 phlebotomists, equipment and instructions on procedures/facility sops, printing weekly reports, coordinating techs to each location, resulting ding x-ray data entry and stat results with in 4hrs.

Confidential

Handling multiple phone lines, providing solutions every telephone call, researching fluid sample, Data Entry ordering lab requests, data entry new patient request, processing specimen samples, faxing patient results to the requesting client, coordinating 30 phlebotomists with equipment and instructions on sop, printing weekly reports, coordinating stat techs to each location

Confidential

Training all new employees of procedures and operating systems to ensure that each person is prepared to take calls within 8 hours and provide updates on the system and all new procedures/features. Collect Data to be reported to the owners on employee performance, managing 3 quality agents, managing 90 people with quality standards, troubleshooting call center equipment to ensure that each employee was equipped with all of the equipment needed to complete their job, providing feedbacks for employees on 3 shifts and ensure that they are able to listen and provide feedback on the monitored calls, one on one coaching sessions and calibration sessions with multiple lines of business groups, providing Corrective Actions for individuals that do not meet the quality guidelines, monitor each employee once per week for a total of 4 monitors for the month and provided feedback in a timely manner, provide updates on new quality policies and ensure that each employee gets additional training to ensure they are up to date on new changes updated quarterly, refresher training for agents and management staff to ensure in dispatch center is updated on procedures, policies, and improvements to the service level. Answer escalated calls that have passed a thru agents, dispatch and supervisor tier levels, helping out with employee functions to ensure that we help boost employee morale. Help create a training program and quality program that has helped improve customer satisfaction and has helped grow the business and customer relations. Providing additional assistance to Dart, Freedom Project, Medicaid, MITS Mobility Impaired Transit System for the T and Shuttle Departments to ensure that all agents have all current updates to policies are understood and executed. Resolving customer complaints with the Better Business Bureau and keeping up the companies standings with the BBB. Finding and coaching for resolutions to customer complaints verbal/written communication several times per day. Assisting with difficult accounts and finding solutions to resolve the conflict. Providing stat testing to facilities

Confidential

Assisting the training department with new hire paper work and training procedures, Monitor in bound calls and deliver feedback and mentor on monitored calls, providing reporting on the progression of all associates in the call center, answer associates questions to verify accuracy on information given to the public, troubleshoot Call Center system issues Fixing computers/phones/headset , disciplinary action on non-compliance of company policies and procedures, supervise approximately 12 customer service representatives at one time, monitor progress and to ensure associates achieve daily goals to ensure their progress, train employees on new and updated policies and procedures, handling escalated calls providing information on automotive loans and information on customer accounts, team Member Activity Member- In charge of helping out with community fund raisers, League of Extraordinary Leaders- I was in charge of helping out with inspiring people to become leaders and go on to hire positions, enhancing programs to improve turnover rates for the overall call center, set up set up review resumes, set up phone screens, complete phone interviews, set up panel interviews, sit in on panel interviews, and submit the panel interview information to the human resources department, Provide reports in the following programs Microsoft Office, Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft Access, Microsoft Outlook, Lotus Notes, Avaya Phone Systems, CMS Supervisor, Internet Explorer, People soft, Interaction Client

Confidential

• Training employees on new procedures, policies and system changes threw out the year. Monitor in bound calls and deliver feedback and mentor on monitored calls. Provide disciplinary action steps, completed on non-compliance of company policies, tracking/providing accurate progress of all associates and track areas of improvement and concerns to ensure maximum performance. Answer associates questions to verify accuracy on information given to the public. Troubleshoot Call Center system issues Fixing computers/phones/headset .Supervise approximately 16 customer service representatives at one time. Monitor progress and to ensure associates achieve daily goals to ensure their progress.
• Train employees on new and updated policies and procedures. Resolve escalated calls providing information about credit card statements on customer accounts to deescalate phone calls. Enhancing programs to improve turnover rates and retain quality associates. I would set up set up review resumes, set up phone screens, complete phone interviews, set up interviews, interview new candidates, and submit the panel interview information to the human resources department.
• Provide reports in the following programs Microsoft Office, Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft Access, Microsoft Outlook, Lotus Notes, Avaya Phone Systems, CMS Supervisor, Internet Explorer, People soft, Interaction Client

Confidential

• Train employees on new and updated policies and procedures. Monitor in bound calls and deliver feedback on monitored calls. Monitor progress and to ensure CSR's are achieving daily goals. Provide disciplinary action on non-compliance of company policies. Creating Call Center progress reports and tracking reports. Answer CSR's/client questions to verify accuracy on information given to the public. Answer phone to ensure service levels are maintained. Troubleshoot Call Center system issues Fixing computers/phones/headset . Supervise approximately 12-14 customer service representatives at one time. I was training on completing interviews for new candidates.
• Provide reports in the following programs Microsoft Office, Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft Outlook, Lotus Notes, CMS Supervisor, and Internet Explorer

Confidential

• Train new employees on troubleshooting customer issues with different programs. Troubleshoot computer problems
• Answer inbound phone calls. Provide excellent customer service, light filing, Data entry in to customers' accounts
• Handle 10 phone lines, inbound sales, and Set appointments for installers to be dispatched to installers.