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Click here or scroll down to respond to this candidateRMCandidate's Name
EMAIL AVAILABLE +13522961057 Spring Hill, United States 34609 WWW: Bold Prole Call center supervisor with over 27 years of experience, demonstrating a proven track record in customer care excellence and team leadership. Expertise in talent acquisition, training & development, and customer relationship management, having successfully led teams to achieve over 70% improvement in customer retention. Aims to leverage electrical wiring and compliance management skills to innovate and enhance customer service strategies, fostering a culture of continuous improvement and collaborative success.Experienced team supervisor and mentor well-versed in reviewing calls and employee performance to devise and implement customized improvement strategies. Gifted in building rapport with callers and trust in team members to promote successful handling of issues. Bilingual uency in [Language] and [Language]. Versatile Call Center Supervisor successful at mentoring [Job title]s to help them surpass [Type] and [Type] objectives. Excellent training skills motivate team members and apply data analytics to enhance operations. Brings over 20 years of experience to large-scale call center environment. Leadership (Experienced)Customer serviceStatistical analysisTraining & developmentTelecommunicationSalesCall center managementPublic healthTranslationTeachingConict managementSocial workManagementData collectionDatabase managementMotivational interviewingEmployee evaluationMedical terminologyOrganizational skillsPublic speakingQuality assuranceSupervising experienceStatisticsInterviewingCrisis interventionLive chatManagement ConsultingPresentation SkillsCase ManagementHIPAAAccounts receivablePhone etiquetteComputer literacyTravel planningProject managementIntakeTechnical supportProcess managementElectrical wiringConstruction salesCall MonitoringPolicy EnforcementWorkforce PlanningEmployee training and orientationSales SupportDatabase ManagementQuality Control AnalysisProduct and service knowledgeCRM SoftwareCustomer ServiceTeam TrainingProcess ImprovementInventory ManagementOce ManagementAdministrative ManagementData EntrySta ManagementReport PreparationPerformance ManagementEmployee SupervisionSchedulingPayroll AdministrationSummarySkillsRecruitingAccounts payableTypingWorkforce managementCRM softwareMicrosoft AccessSalesforceSharePointDocumentation reviewCompliance managementOrder entryWindowsAccount managementRemote access softwareCustomer relationship managementHospital experienceNegotiationMac OSRelationship managementShift managementSSOMentoringTeam managementITTalent acquisitionSoftware troubleshootingData entryMicrosoft ExcelTime managementMicrosoft WordMicrosoft OutlookMicrosoft OceCommunication skillsEnglishCalendar managementComputer skillsGoogle SuiteSlackCustomer supportWriting skillsCrisis managementGoogle DocsMarketingHealthcare managementMicrosoft PowerpointBasecampEHR systemsSchedule managementEective CommunicationInterpersonal SkillsWorkow PlanningTeam CollaborationTeam LeadershipLeadership and Change ManagementSta TrainingMultitaskingWritten CommunicationSupport ServicesCoaching and MentoringReport WritingProfessional DemeanorAdaptability and FlexibilityAnalytical ThinkingSchedule CoordinationHandling ComplaintsLeadership DevelopmentProblem-SolvingPhone and Email EtiquetteRelationship BuildingTime ManagementActive ListeningAttention to DetailCustomer Service ManagementProfessionalismCredit and collectionsPerformance ImprovementOrganizational SkillsReliabilityInterpersonal CommunicationBusiness AdministrationTeamwork and CollaborationQuality AssuranceTeam buildingMultitasking and OrganizationProblem-solving abilitiesDecision-MakingSelf MotivationWorkow OptimizationSta Development and TrainingAccounts Payable and ReceivableExcellent CommunicationProblem-solving aptitudeSchedule ManagementBudget AdministrationQuickbooksData retrieval systemsBswift, an Aetna Company NorthCharleston, SCHealthcare Representative09/2023 - CurrentLed and developed a team of customer care specialist grew from a team of 45Actively monitored sta engagement, ensuring empl were engaged and fullled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and Experienceexisting customers while improving customer satisfaction Identied gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.Bswift, an Aetna Company NorthCharleston, SCHealthcare Representative09/2023 - CurrentLed and developed a team of customer care specialist grew from a team of 45Actively monitored sta engagement, ensuring empl were engaged and fullled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction Identied gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.R&B Entertainment Pennsylvania, UnitedStateDj/owner01/1997 - CurrentLed and developed a team of customer care specialist grew from a team of 45Actively monitored sta engagement, ensuring empl were engaged and fullled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction Identied gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.PRS Inc. Oakton, VAShift Supervisor04/2022 - 08/2023Led and developed a team of customer care specialist grew from a team of 45Actively monitored sta engagement, ensuring empl were engaged and fullled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction Identied gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.WPS Health Solutions Virginia Beach, VAHealthcare Billing Specialist01/2023 - 04/2023Answer customer phone calls and provide them with the information that they requestResolve customer complaints in a fair mannerElevate customer concerns to managers and supervisors as needed Become knowledgeable about our company's oeringsProvide exceptional customer support in every phone call Handle billing processes, including matters related to invoicing and reconciling accountsPrepare and mail billing invoicesInteract with patients to settle accounts and answer questions Collect payments and apply them to accountsPerform data entryWork with discretion to keep patient information private. PCG Consulting Pennsylvania, UnitedStateCovid-19 Contact Tracer Supervisor ofCall Center07/2021 - 01/2023Led and developed a team of customer care specialist grew from a team of 45Actively monitored sta engagement, ensuring empl were engaged and fullled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction Identied gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.Briljent Chicago, ILOperations Supervisor Of Call Center07/2021 - 09/2021Led and developed a team of customer care specialist grew from a team of 45Actively monitored sta engagement, ensuring empl were engaged and fullled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction Identied gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.Insight Global RemoteCustomer Support Supervisor03/2020 - 07/2021Led and developed a team of customer care specialist grew from a team of 45Actively monitored sta engagement, ensuring empl were engaged and fullled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction Identied gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.Western Governors University Ohio City, OHBachelor's in Public HealthExpected in 05/2025Ultimate Medical Academy Tampa, FLAssociate's in Medical08/2017EnglishEducation and TrainingLanguages |
