• Manage and scale call center to maintain and sustain inbound, outbound, text, chat, and email volumes for 42+ locations.• Develop campaigns and deliverables to Increase call volume to over 4000+ monthly.• Conduct, track, analyze, and document quality audits for 30+ agents to ensure quality standards are met.• Hire, train, and provide coaching to your direct and indirect reports to optimize performance .• Increased process improvement by over 15% .• Create, monitor, and review contact center production and metric reports through tools such as; 8x8, Tableau, and G-Suites• Serve as internal SME on patient relationships to help physician team(s) navigate upsell opportunities• Operate as workforce management to ensure staffing levels are in line so that performance metrics are met.

• Responsible for day-to-day office management and operations, including facilities and vendor relationships• Liaise with Revenue Cycle and coding teams to ensure proper capture of charges for appointments.• Developed and tracked monthly annual administrative budgets; in addition to, accounts payable/receivables• Supervised administrative staff, including managing schedules, maintaining personnel records, assisting with annual performancereviews, etc. Train staff on new procedures/processes; orient and train new staff.• Collaborated with Clinical Operations to welcome new clinicians to the office• Managed centralized office supply program, checked and maintained adequate stock of office supplies, approved staff orders for supplies, and prepared reports onoffice supply usage.• Partnered with facilities operations staff and departmental operational leads to address office environment issues• Utilized Zendesk ticketing system to manage and respond to staff requests per formalized procedures and practices• Oversaw development of practitioner information systems and coordination of information flow with other departments

• Assisted the store manager in developing high performing teams that exceed customer expectations.• Developed and implemented innovative methodologies to improve customer service and overall operations by 20%.• Trained, supervised, and coached 20+ associates on an ongoing basis to enhance overall project output by 13%.• Maintained operation of all POS functions to ensure accurate store reporting and accounting• Assisted in weekly and monthly sales/marketing reports using Excel and Cegid..• Managed any facilities issues as they arise while controlling operational costs

• Lead and model selling and customer experience standards• Trained, coached, rewarded and motivated 12+ associates to improve selling and the customer experience• Performed opening and closing routines including execution of bank deposits, receipt of shipment, and interpretation/dissemination company directive• Partnered with the members of the sales leadership team to support action plans that optimize results and ensure effective execution of operational activities