Facilitate meetings and strategy sessions, and workshops with contact center stake holders.Create training and conduct training in-person and remotelyDesign and implement agent call script procedures, workflows, and systems, reducing wait times and improving call quality.Compile and maintain call answer data lead efforts to help achieve internal and external performance targets and service level requirements.Assist / lead creation of call center agent knowledge base and training portal Assist in implementation of IVR telephony system.Facilitate focus groups with workflows and process improvement Collaborate with stake holders on template managementImplement workforce management and facilitate training and creating WFM team. Decrease attrition by 53% through multiple staff engagement initiativesImprove abandon rate goal to meet industry standard of 5%Scale Contact center from 25 ftes to 75 and launched work from home program Guide stakeholders with overall strategic planning, growth projections and developing budget for departmentGuide decisions in reviewing and approving recommendations to select, promote, reassign, or discipline employees Guide development and mentorship of Managers, supervisors and agents, Implemented career development plan for staffFacilitate patient journey mapping sessions to enhance patient experience and access to contact center, assessing each touchpoint to mitigate redundancies and inefficiencies.Advise stakeholders on policy deliverables and workload tracking, including providing project management support in generation of regulatory comments, filings, and submissionsCreate call center road map and contact center staffing model matrix for additional growth for future growth to align with mission and vision of Aylo putting its patients at the forefront of change to create a seamless experience

Responsible for the overall success of the Aftercare, Care Management and Contact Center teams (including offshore teams). Built and retained a team of professionals dedicated to delivering a remarkable customer and patient experience through effective leadership, achieved aggressive business goals, operation efficiencies and developed a strong management team within the different areas.Executed an Omni-channel strategy of connecting with customers through their preference i.e. audio calls, emails, text, chat, and website. Assisted in the digital transformation of the patient journey by leveraging technology i.e. dialer, IVR, WFM, QA, and CRM tools. Oversaw the operations team and WFM team to ensure proper setting of strategy were carried out and key departmental objectives were achieved. Ensured regulatory compliance with Federal, State, and Local laws and regulations regarding patient care and HIPAA laws. Performed analysis, reporting, and strategy determination to control attrition, staff burnout, SLA’s and CX. Established and maintained departmental “key performance indicators” (KPI’s) and ensure all agents performed at the highest level of competency, effectiveness, and professionalism while maintaining a positive customer experience. Identified opportunities for automation within the patient care journey through proper change management protocols. Collaborated with department leaders including but not limited to Site ops, marketing and HR to develop, implement, and manage workflows of all tasks required for all contact centers. Provided strategic leadership to ensure continuous development, education and training of staff on all tasks required for a compliant and efficient operation throughout the departments. Developed reports and tools as required to monitor daily workflow and assured that each function was operating at peak performance levels in all areas. Negotiated financial contracts with respective vendors.

Drive day-to-day operation of Omni channel contact center to ensure performance measures are met and align operational activities, leadership development and set strategic goals to drive service line goals. Provide support to ambulatory practices to ensure CX and Access are best in class. Manage workforce in different geographical areas and proactively assess staffing needs where necessary. Maximize productivity and enhance patient/customer experience. Ensures staffing levels are balanced with inbound/outbound calls to maintain service levels goals through monitoring real time adherence against established service level objectives. Collaborate with training and operations to coordinate multi-skill training for new and existing agents to further drive efficiency.Oversees Patient Access for appointment scheduling and track data here necessary i.e. scheduling conversion vs. arrived conversion and make the necessary recommendations. Oversees intraday management of agent schedules, analysis of real time workload requirements, and appropriate call routing to manage performance to service level requirements. Oversees analytics and KPI’s of employee performance including scheduled adherence and agent occupancy.Oversees QA and implement programs to ensure CX meets expectations while partnering with senior leadership of ambulatory operations to ensure patient satisfaction is met and drive service recovery for position outcome for patients. Mentor and provide constructive feedback to staff for growth of future leaders. Manage procurement processes and coordinate material and resources allocation. Oversee and optimize workflows to ensure one call resolution. Review financial information and adjust operational budgets to promote profitability. Revise and optimize department guidelines and champion its implementation. Manage relationships with external vendors and BPO teams.

Under the direction of the Resident Manager, the duties entailed:Overseeing the entire Front Office operation to maintain high standardsEvaluate levels of Resident satisfaction and monitor trends, with a focus on continuous improvementMonitoring the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamworkMaintaining good communication and working relationships with all departmentsManaging staff performance issues in compliance with company policies and proceduresline. Responsible for end to end management functions including tenant relations, facility security, maintenance and oversight of contracted services. Overseeing tenant relations consisting of 130 Residents and directing 6 employees.

Achieves accounting operational objectives by contributing accounting information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change; recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.-Operate as the lead point of contact for any and all matters specific to your customers-Build and maintain strong, long-lasting customer relationships-Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors-Ensure the timely and successful delivery of our solutions according to customer needs and objectives-Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders-Forecast and track key account metrics-Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment-Assist with high severity requests or issue escalations as needed

Oversees a team of technicians, analysts and specialists while providing high-level support to customer inquiries that had been elevated by other personnel, manage schedules and workloads of staff members, provide training and support, implement process improvements and make hiring decisions, when necessary and compiled reports to track customer churn, personnel performance and adherence to established service-level targets.-TECHNICAL SUPPORT: - Manage customers technical support requests. Ensure timely resolution of customer trouble tickets. Ensure maintenance customers receive responses to phone/on-line requests within service level response times, as specified per contractual agreements and in service delivery plans.-NETWORK TOOLSET ADMINISTRATION – Support technical management of systems used to manage and monitor customer enterprise networks. Responsibilities include daily health checking of systems, fault resolution, tuning of tool performance and preventative maintenance across the suite of tool systems. Develop and drive process compliance to ensure inventory and tool standards are maintained. -ACCOUNT MANAGEMENT: - Work with accounts to on board clients from installations to support, develop and maintain a proactive efficient support plan, communicate with accounts regarding product and program information, compatibility issues, upsells, MAC work and strategic project plans where appropriate.-TECHNICAL KNOWLEDGE: - Maintain and expand working knowledge of current and pre-released Tech products, as well as their integration and methods of support delivery.

As a computer service and repair technician the duties entailed installing, maintaining and repairing computer systems and equipment.-Assigned commercial contracts-Installing new IT systems-Upgrading existing hardware and software-Visiting home users to set up their PCs or fix faulty equipment-Testing systems to make sure that they are working properly-Servicing printers, scanners and other office equipment (known as peripherals)-Preparing cost estimates for new installations-Carrying out routine administration