Charmaine Fields Email & Phone Number

Atlanta Metropolitan Area

Effectively managed the Patient Escalations and Chat department, ensuring seamless communication between our staff and patients. Developed and refined processes that significantly improved response times and overall patient satisfaction metrics. Fostered innovative approaches which led to a more efficient workflow and a stronger connection between our team and those we serve. Established ongoing training to enhance team performance and increase patient satisfaction. Supported staff in assisting patients with creating or logging into the patient billing portal on calls and in chats. Trained staff members on conflict resolution and resolving patient’s issues in them most efficient manner. Cultivated a collaborative and productive environment within the department, resulting in increased morale and motivation among our team.

Atlanta Metropolitan Area, Georgia, United States

Implemented multiple outbound campaigns on Spitfire, Fenero, Ring Central platforms for an in-house call center. Administered and developed campaigns on Ring Central predictive dialer. Saved the cost of outsourcing modifications of existing scripts to fit client needs by making changes in Java for Ring Central. Support and modifications to call flows and vectors. Toll-free number cloud routing and provisioning. Installation of front-end user groups and applications for agents and supervisors. Created running time and group-dependent reports. Maintained and optimized agent audio recording software. Completed user requests through the ticket queue. Installation of front-end user groups for agents and supervisors. Workforce management duties include, agent time utilization, reporting, skill-based modifications and record maintenance.

Atlanta Metropolitan Area, Georgia, United States

Oversaw a 32-person call center team for healthcare providers with over 10,000 registered patients. Supervised inbound and outbound calls for multiple shifts. Established a work culture centered on accountability and empowerment, and successfully improved patient interactions. Developed and implemented a new call center scheduling system to increase employee retention and efficiency. Created a two-week training course to help new employees get acclimated to handling inbound and outbound calls in a high paced setting. Developed competitive training strategies to assist with learning and retaining call center procedures.