• Responsible for fostering a team environment within a call center.• Developed new protocols to reduce average wait time from over 25 minutes to less than 90 seconds by effectively coaching, monitoring, and holding people accountable to perform at expected rates.• Continuously improved team attitude by creating a competitive and fair system of rewarding top performers.• Reduced error rate by 90% by focusing on each patient interaction instead of solely on metrics.• Reduced abandoned rate to .045% by utilizing technology to proactively call patients back.• Spearheaded new privacy and security protocol to become more patient centric as per the 2016 HIPAA omnibus rules.• Managed a staff of 27 in three call center environments from Inbound Patient Contact, New Patient Engagement (pre-registration), and Patient Accounts. • Responsible for all Customer Service Training program for the entire 240 employees of Sports Medicine North.

• Successfully created a call center from inception, theory, planning and implementation into a center that handles over 4,000 patient calls per month.• Instituted new Customer Relationship Management (CRM) training program for all employees at three locations.• Developed step-by-step scripting program through PowerPoint to walk new employees through how to answer patient queries in the most efficient and expedient manner.• Improved patient reactivations by 450% from fiscal year 2013 to 2014, this translated into 600k in new growth from formerly inactive patients by using Brevium software.

• Answered phones and scheduled appointments for over 10,000 patients• Assisted Practice Manager with scheduling and billing through NEHEN.• Assisted Keeper of Records with filing and implementing systems to facilitate more rapid access to patient files by using a double check method in order to eliminate mistakes.• Work as a liaison for the two busiest physicians by answering their patients concerns through our secure patient site.

• Performed over 10,000 venipuncture procedures in a professional manner.• Observed all safety rules regarding PPE and universal precautions.• Maintained, stocked, and otherwise kept the area in which I was assigned in a state of ready at all times.• Entered the billing in accordance to BIDMC standards with a zero error rate.

Increased business by 400% during my first three months by aggressively targeting apartment communities to tackle the increasing problem of trespass towing. Increased towing business by 155% by creating a follow up program with each occurrence to ensure that each customer received higher than expected results. Followed and tracked all clientele, most importantly my lowest performing clients to maintain a presence for familiarity.Developed leads by networking, phone calls and site visitsMaintained and serviced existing customer base by setting up a monthly check in schedule and delivering targeted marketing and promotional itemsDeveloped a customer service training program (C.A.R.E).

• Authored a solid business plan to secure investors to gain market share• Maintained quality standards, satisfaction records and consistently sought new ways to ensure my customers were receiving the best products at a cost effective price for the company• Managed every aspect of business from hiring, marketing, collections, inventory control to keep pace with industry standards

• Successfully negotiated new and existing contracts to become more competitive in the handicapped transportation field• Provided exceptional customer service and problem resolution• Maintained existing accounts and fostered new business relationships through setting goals and service objectives and by delivering on the promise of on-time routing and arrivals of vehicles