Eric Null Email & Phone Number

United States

Various

I have over 30 years in Customer Service Management in many arenas. This include Operations, Call Center Management, Program Management, Luxury Hotel, Restaurant, and Provider Relations in Healthcare and in other companies. I have also demonstrated in my career an ability to learn new software applications and learning all aspects of the organization. I.

East Tampa, FL

 Guided a team of 18 Outgoing scheduling specialists, exceeded Metrics and Quotas. Managed the Retention of Provider Clients and successfully retained over 300 Providers as a Subject Matter Expert and provided Exceptional Customer Service Supported and Trained Field Provider Managers, Utilization Management and Directors Successfully gave direction to.

Tampa/St. Petersburg, Florida Area

 Developed and implemented Morale building exercises that improved working environment and exceeded metrics Directed a team of 16 Incoming concierge specialists, exceeded Metrics and Quotas Interviewing, Hiring of Concierge Specialists while maintaining a minimum amount of attrition Counseled and mentored Specialists which exceeded metrics and promoted.

Clearwater, Florida

 Coached a team of 16 Outgoing schedulers, exceeded Metrics and Quotas. Interviewing, Hiring of Schedulers with a minimum amount of attrition by Completing Quality Assessments increased scores to 90% average

Greater Atlanta Area

 Managed a team of 12 scheduling agents without attrition Answered incoming Phone calls for over 20 Provider Offices Resolved Patient opportunities consistently Educated Providers as a Subject Matter Expert and provided Exceptional Customer Service Primed over 20 busy Dermatology offices constant communication with all staff including Nurses and Doctors

Greater Atlanta Area

 Interviewed and Hired Agents with a minimum amount of attrition by Conducting Quality Assessments increased scores to 90% average Mentoring Agents eclipsing metrics and providing Internal Support to agents Provided Daily Reports Software Support as a Subject Matter Expert Implemented Software Training in a classroom setting Managed over 25 Agents in.

Greater Atlanta Area

 Phone and email Software support to Hotels, Guests, and Travel Agents Interviewed and Hired Agents with a minimum amount of attrition by Conducting Quality Assessments increased scores to 90% average  Mentored Agents eclipsing metrics and provided Internal Support to agents Implemented Software Training in a classroom setting Managed 25 Agents in a.

Greater Atlanta Area

 Forecasted 10 Day occupancy levels with acute accuracy Increased RevPar by 10 percent Interviewed and Hired, Managed agents and mentoring, counseling of Agents Resulting in no Turnover Certified Training Manager of SOP’S and PMS/Reservation software Conducting Monthly Training for all departments Assisted in managing of F&B, Housekeeping.