Christopher Bertsch Email & Phone Number

Rancho Santa Margarita, Ca, Us

Aliso Viejo, California, United States

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.•Determines call center strategies by conducting needs assessments, performance reviews & cost/benefit analyses; identifying and evaluating latest technologies; defining user requirements; establishing technical, production, productivity, quality, and customer-service standards; contributing information and analysis to strategic plans and… Show more Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.•Determines call center strategies by conducting needs assessments, performance reviews & cost/benefit analyses; identifying and evaluating latest technologies; defining user requirements; establishing technical, production, productivity, quality, and customer-service standards; contributing information and analysis to strategic plans and reviews.•Develops systems through customer interaction and voice response systems & networks; designing user interfaces; planning and controlling implementations.•Improves call center operations by monitoring performance; identifying and resolving issues; preparing action plans; completing analyses; managing system and process improvement and quality assurance programs; installing upgrades.•Accomplishes human resource objectives by recruiting, selecting, orienting, training, coaching, counseling, and disciplining employees; administering scheduling; communicating job expectations; planning, monitoring, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.•Meets call center objectives by estimating requirements; analyzing variances; initiating corrective actions.•Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.•Evaluating & installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.•Maintains professional & technical knowledge by tracking trends in call center; reviewing professional publications; establishing personal networks; & benchmarking best practices.•Accomplishes goals by exploring opportunities to add value to job accomplishments.Customer Focus & Service, Verbal Communication, Process Improvement, Problem Solving, People Skills & Management, Teamwork, Managing Processes, Emphasizing Excellence Show less

Managed a single call center team of 38 employees leading with a KPI-centric client and patient service first approach. Developed agents ensuring client and patient satisfaction and compliance with legal collection standards. Reported to the Operations Director.

Aliso Viejo

Led team of 18 agents providing training and mentoring new hires, monitoring agent collection calls, conducting bi-monthly agent performance reviews, and managing escalated consumer calls Developed and implemented process improvement programs based on consumer and agent feedback. Reported to Call Center Manager.

Aliso Viejo, California

Managed 150 – 200 outgoing/incoming calls daily speaking with medical patients about their insurance coverage breaking down the patient responsibility and securing payment in full and short-term payment schedules.

Laguna Niguel, California, United States

Secured homeowner and contractor supply orders, staged orders for pick-up and/or delivery ensuring product integrity while providing excellent in-person customer service. Reported to the Operations Manager.

Education record

Education record