Cherilyn Smith Email & Phone Number

Miami, Fl, Us

Implements, tests, and oversees cost-effective technology platforms that will be used by the Enterprise IT Team and Technology Applications Team. Oversee and ensure that end users have the correct support and training to effectively use the platforms as needed for daily operational function. Consult with architects and users to determine and implement hardware needs (Oracle Fusion, HaloIT, Net2Phone, Salesforce, Five 9, iAuditor, Luma Health, CTS- TripMaster, Syncrasy, etc.)Design, analyze and implement programs based on user specifications (e.g., iAuditor, Five9)Performs necessary investigation, analysis, and evaluation to determine project feasibility.Consult with users to identify current operating procedures and clarify program objectives.Help with testing and validation before any major system implementation to ensure the specified requirements of the project or tasks have been met.Identifies system requirements and discusses system problems with managers and users to determine their exact nature. Collaborates with department leaders to produce new technology solutions. Develop tools to extract, load, and transform company data to serve the needs of integrations and workflows (Five9).Develop and maintain IVR’s and their functionality within Five9 and Ring Central.Draw up specifications, diagrams, and charts to plan for, then develop software/tools based on those plans. Ensures deadline and budget requirements are met.Assist in training users on new operating systems and provides support.Effectively hire, coach, motivate, lead, and inspire department associates on completion of implementation and support of platforms.Review and present new platforms and their benefits for the Enterprise IT Technology Applications team.

Miami, Fl, Us

The Patient Service Systems Administrator collaborates with Operations, Clinical Operations, Marketing and Sales leaders and stakeholders to define and implement digital business transformation programs.Conduct 4-5 mid-sized implementation projects concurrently, while working in tandem with more experienced staff on larger projects.Conduct implementation analysis and training sessions with internal clients to facilitate solution configurations and workflow set-up.Resolve internal client inquiries, maintaining ownership through resolution.Consult with architects and users to determine and implement hardware needs (Salesforce, Five 9, iAuditor, Luma, CTS- TripMaster etc.)Design, analyze and implement programs based on user specifications (e.g., iAuditor, Five9)Performs necessary investigation, analysis, and evaluation to determine project feasibility.Consult with users to identify current operating procedures and clarify program objectives.Help with testing and validation before any major system implementation to ensure the specified requirements of the project or tasks have been met.Identifies system requirements and discusses system problems with managers and users to determine their exact nature.Collaborates with department leaders to produce new technology solutions.Develop tools to extract, load, and transform company data to serve the needs of integrations and workflows (Five9).Draw up specifications, diagrams, and charts to plan for, then develop software/tools based on those plans.Ensures deadline and budget requirements are met.Assist in training users on new operating systems and provides support.Review and present new platforms and their benefits for the Corporate Shared Services. Ensure Acquisitions and Denovos are set up and effectively running with all systems.Assign and manage companywide center specific telephone number assignment and proper routing

Miami, Fl, Us

Over 20 + years of customer service and call center experience. Director/Manager strategic and innovative thought leader. Established competitive work environment leading efforts in human resources management, including motivation and counseling of employees. Implemented goals and targets for all call center personnel based on handle times and call quality.

Miami, Fl, Us

Improved department’s Service Level and Abandonment rate performance in a 10-week period, going from 20% SLA and a 46% ABA to a 78% SLA and a 5% ABA by implementing efficient workflow strategies. Improved department’s transfer rate and increased occupancy rate in a 10-week period, going from 18% TR and a 45% Occupancy to a 9% TR and a 80% Occupancy by implementing efficient workflow strategies. Implemented quality assurance policy, procedure and process for the Call CenterImplemented workforce management policy, procedure and process for the Call CenterSupport Medical Centers, Referral Department, Medical Records, Pharmacy, Sales Transportation, and Retention Department with phone coverage, quality assurance and workforce management.Implemented Member satisfaction team which conduction daily member satisfaction surveysImplemented new telephony system (Five9) for the Call Center (including Referrals, Pharmacy, Sales and Physiotherapy Sales)Manage the Call Center including but not limited to: hiring, scheduling, allocating work, evaluating performance, setting expectations and goals, identifying professional development programs as well as staff coaching.Define department’s KPI’s and evaluate work of agents, conduct performance appraisals, bonuses, promotions, and re-assignments for 30+ agents. Oversee the creation and maintenance of internal policies and procedures such as Standard Operating Procedures, relative to the day-to-day technology operations.Manage operational metrics and reports. Implements processes and procedures relevant to the collection of data and report generation.Structure and manage integrated projects to achieve expected business results.Contribute to the development of the department's budget, responsible for meeting the revenue and budgetary margins in order to ensure the profitability of the department.Establish goals and develop training processes to ensure maximization of workforce.

Improve department’s Service Level and Abandonment rate performance in a 10-week period, going from 30.67% SLA and a 40.92% ABA to a 90.95% SLA and a 4.38% ABA by implementing efficient workflow strategies. Recover the department’s Patient Experience and Quality scores through a 5% margin by identifying broken segments of the QA process, and streamlining for process improvement. Define department’s KPI’s and evaluate work of agents, conduct performance appraisals, bonuses, promotions, and re-assignments for 48 agents. Partner with business leaders to establish or improve necessary Key Performance measures and develop optimized solutions for delivery of all measuresConfigures, manages, and analyzes automated metric tracking and alerts.Utilizes scheduling software to determines the proper shift coverage by adjusting Service Team resources to accommodate changes in call volumes / service activity or resource availability.Monitor key production metrics with current reports as well as identify anomalies and /or abnormal trends that are in those reports or its underlying data.Monitor the life cycle of report development and validate its data correctness when completed.

Manage 63+ employees' day to day activities of all work performance through performance improvement, monitoring calls, monthly coaching, and reporting monthly statistical dataPlan, organize, manage, and monitor the department's operations in accordance with the work plan and needs of the organization in order to achieve the expected results.Contribute to the development of the department's budget, responsible for meeting the revenue and budgetary margins in order to ensure the profitability of the department. Establish quality standards for the department and ensue that they are being adhered to.Develop standards for customer service and ensure adhesion within the team.Implement favorable conditions for optimal performance and development of team members.Ensure client satisfaction by performing follow-up with team members.Oversee development of direct reports by setting goals, conducting performance reviews, evaluating and monitoring and coaching.Proactively problem solve, anticipate needs and provide solutions to challenges that the service team members face.Review and approve time off requests and expenses in Workday, as well as ensure coverage for service team during PTO.Oversight of day to day coordinators work function and Service Team operations.Supervise and oversee processes to ensure effective optimization of the Service Team, evaluate current business offerings, and identify improvements, enhancements and new service opportunitiesManage all departmental matters including personnel, department resources, monthly departmental reports and other organizational requirements.Establish goals and develop training processes to ensure maximization of workforce.Establish quality review processes to ensure the effectiveness of the Service Team.Defines achievable targets and goals for teams to ensure we meet customer and business needs.Create, maintain and implement SOPs to achieve departmental goals.

Maintain positive relationships with peers, customers, partners & vendors.Determines yearly, monthly, daily and intra-day work force requirements for the Solution Center.Utilizes scheduling software to determines the proper shift coverage by adjusting Center resources to accommodate changes in call volumes / service activity or resource availabilityUpdates the contact center leadership on staffing issues, performance measures, and statisticsMake appropriate and timely decisions according to department standards, policies and proceduresAssist with delivering training based off SOP’s and coaching new and existing team membersAssist with the documentation of policies & procedures, review process and provide recommendations as neededWork on special projects related to the Solution CenterAssist management and team supervisor as neededPerform other duties as requested by supervisor

Manages the Sales Operations help desk.Front line of all end user support, including setting up/disabling users, reassignments, data transfers, data (campaign) uploads, deduplication review.Maintains existing sales reports and designs new reports as needed.Assists in the execution of the monthly compensation plan. Ensures timely exchange of monthly data among business partners, calculates eligibility, reviews and distributes reports and payments, fields’ inquiries from sales colleagues, and initiates data investigation and communicates resolution.Acts as primary liaison on sales force automation projects/trends.Develops sales operations policies and procedures.Works in the field with sales representatives to identify opportunities for improvement and attends planning meetings when required.Lead cross departmental projects with Sales, Marketing, BI, IT, and other departments as needed to support sales, marketing and corporate-wide initiatives.Streamline business processes by automating these workflows and recommending best practices within Salesforce and other sales tools. Work with sales leadership to establish and evolve sales territories through data-driven analysis Provide analysis and actionable metrics on ongoing basis to sales teams and management, with an ability to compile, assess and communicate results of data in both a detail and graphical format, including the ability to present results as required. Generate ad-hoc reports and dashboards analyzing key performance indicators and Salesforce effectiveness and metrics.Other responsibilities may include: Participate in project meetings with the team members and other stakeholders. Advocate best practices and recommendations. Other duties as assigned and modified at manager’s discretion.

Responsible for collector's performance, productivity and adherence to schedule.Monitor collector's calls to ensure call metrics are executed and customer service expectations are exceeded.Coach, mentor and motivate collection agents on call monitoring monthly goals, objectives, results and the collection process.Ensure collector's are meeting production goals relating to calls per hour, fees collected and dialer compliance.Effectively communicating updates, changes, discounts, settlements, criteria, etc., on a real time basis to all collector's and managementImplement and ensure compliance with corporate and departmental policies, procedures, and service standards in conjunction with management.Assist with training of collectors in job duties and company policies, and arrange for training as necessary and appropriate.Assist manage in preparing work schedules, deadlines, adn duty assignments of direct reports according to workloads.Review inventory reports to ensure collector routes are current.Assist manager as assigned with management of routesDiscuss job performance problems with employees in order to identify causes and issues, and to work on resolving problems.Assist with special projects as requiredMake recommendatins to management concerning such issues as staffing decisions and procedural changes.Consult with clients, managers, and other personnel to resolve escalated calls/problems, etcEnsure departmental alignment with corporate compliance.

Miami, Fl, Us

o Assisting call center operation’s to achieve service level and productivity performance goals. o Analyze, track and trend data; identify any potential service or system issues; implement interventions, and determine success of intervention;o Effectively uses Call Management System (CMS) and Work Force Management System (IEX TotalView) to monitor call volume, number of calls on hold, average speed to answer, etc., and makes necessary changes to meet our department goals. o Manage 100+ employees’ day to day activities via management of scheduling/real-time management of call center including preparing and posting all call center schedules timely. o Monitor key production metrics with current reports as well as identify anomalies and /or abnormal trends that are in those reports or its underlying data.o Identify reports needed to support Outreach Operations and create reports specifications and submit them to Data Analytics team as required.o Monitor the life cycle of report development and validate its data correctness when completed.o Ensures the effective and efficient operation of the telecommunication system. o Reviews and analyzes daily system reports to ensure established department goals are met. o Communicates effectively with Managers, Supervisors and staff to ensure a smooth operating Call Center.o Communicates call flow management and workload allocation strategies with Operations Managemento Builds and maintains a positive, results-oriented work environment. o Identifies functions to improve overall statewide consistency and quality of service. o Focus on achieving departmental and organizational objectives. o Ability to work in a time sensitive environmento Generates daily operational performance reports and associated call center documentation.

Miami, Fl, Us

Manage the overall operations of the Amcom Project (multifunctional paging system) - Update, maintain and trouble shoot all Amcom (Smart Center, Smart Console, Smart Web, E-Notify and Smart Speech) issues and/or concerns. Train all external UMMG departments on how to load their departmental on-call schedules into Smart Web. Manage the overall operations of the USA Mobility Pager Project (alphanumeric and two-way paging devices) - update, maintain and trouble shoot all USA Mobility pager issues and /or concerns. Ensure all USA Mobility billing is accurate (additions, deletions, updates, corrections, etc.)oStrong analyses and solution skills; ability to identify potential compliance issues, potential root causes, and feasible operational solutions. Strong collaborative skills and experience leading and working on cross-functional teams.Assist in the development and implementation of programs to improve service.Production and submission of reports as required; Supervise 22 employees' day to day activities of all work performance through performance improvement, monitoring calls, monthly coaching, and reporting monthly statistical data. Assist Manager with the organizing, budgeting, and planning of fiscal projects, purchases, and departmental operations. Monitor flow and quality of work to assure timely completion of workload and adherence to departmental standards and regulations; Monitor work performance and prepares and/or reviews performance evaluations for assigned personnel; Monitor key production metrics with current reports as well as identify anomalies and /or abnormal trends that are in those reports or its underlying data. oIdentify reports needed to support Outreach Operations and create reports specifications and submit them to Data Analytics team as required.Monitor the life cycle of report development and validate its data correctness when completed ; applicants and recommends qualified individuals for hire;

Birmingham, Alabama, Us

o Supervise 35 employees' day to day activities of all work performance through performance improvement, monitoring calls, monthly coaching, and reporting monthly statistical datao Hire, cross-trains, schedules, supervise, and conduct regular performance evaluations; and administer disciplinary action as requiredo Conduct monthly coaching sessions with each scheduling agent to maintain above 90% customer satisfaction and accuracy through HIPPA guidelineso Deal directly with customer complaints related to financial and services matterso Assist management in organizing, budgeting, and planning the functions of the scheduling agent's departmental responsibilities of 35 employeeso Interact with managers and supervisors throughout Baptist Health Systems to resolve decision making, and problem solving skills to improve customer satisfaction and waiting timeso Extensive knowledge in HMO, PPO, Medicare, Medicaid, and managed care contracts and received extensive training in medical terminologyo Identified potential resource unit problems/issues, makes independent decisions, and initiates performance improvement measures when needed

Master Of Arts (Ma) In Administration, Health/Health Care Administration/Management

Master Of Arts (Ma), Administration