Manage workflow of the patient care services function ensuring quality output. Assist with developing and administering all training related to the department and performing quality audits. Supervise daily tasks and manage workflow of the patient care functionPlan, assign and direct work and address and resolve escalated and urgent issues • Manage workload effectively to ensure performance standards are metOversee and manage inbound and outbound call handling ensuring service level standards are metServe as the point person for all questions and concerns regarding faxes and intake prep functionsEvaluate and report call center statistics to managementAssist in the development and implementation of training modules and materials, including providing training to employees

Manage workflow of the patient care services function ensuring quality output. Assist with developing and administering all training related to the department and performing quality audits. Supervise daily tasks and manage workflow of the patient care functionPlan, assign and direct work and address and resolve escalated and urgent issues • Manage workload effectively to ensure performance standards are metOversee and manage inbound and outbound call handling ensuring service level standards are metServe as the point person for all questions and concerns regarding faxes and intake prep functionsEvaluate and report call center statistics to managementAssist in the development and implementation of training modules and materials, including providing training to employees

Envision Radiology is a world-class diagnostic imaging service provider.My role as a Patient Care Coordinator involved answering inbound calls and placing outbound calls relating to scheduling, rescheduling and cancelling of appointments, as well as facilitating no-show appointments; ensuring accurate data entry for patient registration; assisting with medical records as needed; conducting pre-registration and clinical screening to ensure patient safety and to assist with obtaining insurance authorization; listening and resolving any concerns or complaints brought up by providers and patients, while communicating issues outside of my scope of support to a lead or manager as needed; ensuring that all scheduling queues are processed in a timely and efficient manner while adhering to all processes and compliance requirements; staying abreast of known carrier-related issues and being able to identify carrier specific concerns such as specific plan limitations or which carriers are out of network; creating and providing a friendly, warm, collaborative and empathetic environment for patients, physicians and co-workers.

Corvirtus is a leading provider of talent management solutions to a variety of organizations and industries.My role as a Customer Support & Relationship Specialist involves providing account management and support solutions to existing customers and their applicants. I am responsible for all marketing efforts (traditional and digital), as well as website support. I am also involved in business development by supporting our Managing Director and Talent Management Specialists through prospect engagement and support.

Wide Open West is the sixth-largest cable operator in the United States. The company offers landline telephone, Cable Television, and broadband Internet services.In my role, as an Executive Response Team Representative, I am responsible for handling all escalated customer issues that have been submitted to the executive level, as well as those general support issues presented to the company through our Social Media channels (which include Facebook, Twitter, and Email). This involves researching and investigating complex customer service issues, providing timely resolution, and providing detailed follow-up to internal stakeholders, along with recommendations for improvement to reduce or eliminate similar issues arising in the future. I am also responsible for providing resolution for matters escalated through various regulatory agencies, such as the Federal Communications Commission (FCC), the Better Business Bureau (BBB), various state Attorney General's offices, and various state Public Utilities Commissions. My skills include Social Media Management and Engagement, Customer Service, Sales, Customer Retention. I am proficient in both Mircosoft Office and Google Suite (G-Suite) products and services.

As a Peer Development Specialist (PDS), I was responsible for the coaching and development of all Customer Care agents in a one-on-one environment, as well as providing Tier 3 Support for issues related to Telephony Port Ins/Out and Email Support. During my tenure as a PDS, I familiarized myself with such concepts as Coaching Culture, Emotional IQ, Emotional Intelligence, various Leadership styles, various Team building methods, and career counseling. This position also included junior management responsibilities, such as maintaining metrics related to Team Attendance, Customer Service Index (CSI), Quality Assurance, and Call Handle Times.

As an Advanced Customer Care Advocate, I was responsible for Front Line Customer Service duties in an inbound call center environment. My responsibilities included account maintenance, Tier 1 and Tier 2 technical support, Sales, Customer Retention, Customer Service. My duties also included meeting and maintaining metrics related to Quality Assurance, Customer Service Index (CSI), Average Call Handle Times (AHT) and Schedule Adherence.

Zurich North America is the North American Branch of Zurich Insurance Group. Zurich is one of the leading Global Enterprise Risk Management and Insurance Solutions for Businesses.My job duties consisted of Commercial Claims Intake through various channels (including phone, fax, mail, and email), data intake and management, fraud prevention and case management. I was also responsible for meeting and exceeding metrics related to Quality Assurance, Schedule Adherence, and Call Availability.

During my tenure with Randstad USA, I was involved in an inbound contact center role for a leading Commercial Insurance provider. My job duties consisted of Commercial Claims Intake through various channels (including phone, fax, mail, and email), data intake and management, fraud prevention and case management. I was also responsible for meeting and exceeding metrics related to Quality Assurance, Schedule Adherence, and Call Availability.

Alorica is a Business Processing Outsourcing (BPO) and Customer Relationship Management (CRM) company specializing in the Customer Service, Healthcare, and Financial sectors.During my tenure with Alorica, I was involved in several roles relating to Customer Service, Sales, and Customer Retention for various projects in an inbound call center environment. My duties included staying up-to-date on product knowledge and industry practices in the Financial and Telecommunications sectors, financial planning, and financial support. I was responsible for maintaining and creating strategies meant to increase metrics related to Quality Assurance (QA), Customer Retention, and Customer Satisfaction Index (CSI).

Crossmark is a sales and marketing services company that operates within the consumer goods industry.During my tenure with Crossmark, I was responsible for Vendor Management with various Home Depot locations in the Colorado Springs and Monument areas. Duties included product display placement and maintenance, plan-o-gram (POG) maintenance and resets, uptraining on product and brand awareness for store associates, and general stocking of inventory.

Circuit City was a Consumer Electronics Retail Company. During my tenure at Circuit City, I was responsible for product display placement, inventory management, plan-o-gram (POG) maintenance and deployment, loss prevention, promotional and regular pricing maintenance, manufacturer warranty support, register/point of sale (POS) customer interactions.