Eric Voelker Email & Phone Number

Chesapeake, Va

Greater New York City Area

-Manage customer accounts through the Salesforce CRM and across multiple call centers using the Infinity Call Center system.-Collaborate with new clients to develop products to suit their needs and expectations. -Program new customer applications in the Infinity IS system. -Review programming and service of accounts to assure HIPAA compliance.-Demonstrate new products & services for clients via WebEx.-Assist in client retention for at risk accounts by creating action plans, documenting product deficiencies, troubleshooting technical problems with the IT Department, addressing staff issues with the Operations Department , making programming updates, issuing credits and following up to assure that necessary changes are made internally and the client is satisfied. -Settle billing disputes by compiling usage reports, and issuing credits.-Serve as a liaison between customers and other other departments at Stericycle.

Greater New York City Area

-Managed training team of two trainers and six mentors.-Created a new two tiered system for interviewing and vetting prospective call center agents.-Composed employment advertisements, and collaborated with staffing agencies to recruit new staff. -Established a system for tracking errors and grading employees weekly, based on the quality of their work. -Reprimanded and terminated under performing staff members. -Interacted directly with clients and the Customer Service Department to resolve quality assurance issues.

Greater New York City Area

-Developed and administered a training program for newly hired call center agents. -Composed training modules and training manual.-Trained supervisory staff. -Tracked agents’ development and made recommendations for placement.

Greater New York City Area

-Managed and developed a team of up to 12 emergency medical operators. -Created employee schedules and managed daily scheduling issues. -Ensured timely dispatching of medical correspondence. -Facilitated prompt assistance for patients and medical personnel. -Maintained up to date information and protocols in clients’ accounts. -Acted as a liaison between clients and customer service. -Troubleshot issues with the Infinity Call Center System and the call center’s servers.

Greater New York City Area

-Trained Infinity agents for work in a medical communications call center. -Educated training groups of up to five employees. -Evaluated new employees’ progress and made recommendations for continued retention and placement.-Instructed classes on multiple communications services for clients including Elderplan Insurance, Mt Sinai Emergency Department, and Hospice Care Network, as well as other provisional services. -Taught new employees proper phone etiquette and standard call center operating procedures.

Greater New York City Area

-Facilitated communications between Emergency Department staff and outside medical specialists.-Assisted in the triaging of patients for hospital admission through the Emergency Department.-Documented patient progress through the Emergency Department in the hospital's database and on the patients' charts.