Catherine Wolting Email & Phone Number

Indianapolis, Indiana, United States

Indianapolis, Indiana Area

Indianapolis, Indiana

Indianapolis, Indiana Area

Indianapolis, Indiana Area

Manage 14 coordinators responsible for the dispatch of 235 engineers across 21 statesDesigned and implemented an updated staffing model which reduced staffing gaps resulting in an increase in customer satisfaction and retention Represented the coordination center in the nationwide leadership training designed to streamline processes related to problem.

Successfully manage 46 employees in 2 call centers to the client’s performance requirements.Work closely with the client to ensure contractual obligations are met.Created and implemented training for both call centers which has been incorporated account wide.

Performance managed a team of 18 Customer Service Representatives and 6 Team Leads. Implement call center metrics and key performance indicators using call center best practice standards resulting in an overall increase of CSR productivity and a reduction in call center abandonment rate. In working with all departments across the Revenue Cycle, resolve all.

Create, develop and implement innovative system and soft skill training using current adult learning methodologies.Work with call center management and leadership teams to identify additional training needs.Update training documents and aids based on results from Quality Assurance and training evaluations.Implement process for verifying, tracking, and.

Quality monitoring and quality recognition team deployed across five departments within the Health Contact Center.Deployed new training materials for new hires to accelerate floor deployment while increasing quality scores.Created and implement performance standards for production and quality.Performance managed employees and supervisors to achieve focal.

Managed department of 25 non-exempt employees.Tracked performance and daily production to ensure efficiency and quality. Trained quality assurance staff on audit and QA processes.Led role out of customer service audit process for the QA Department.