The call center operated 24 hours a day handling all incoming calls.Operations Management • Managed all aspects of call center operations• Monitored and prepared reports on call activity; identified issues based on statistics, data utilized for peak staffing• Oversaw maintenance of the physical environment• Interfaced with a number of departments regarding service standards• Resolved complaints that had been escalated beyond supervisory level • Vendor management• Represented the dep't at interdepartmental meetings• Prepared and delivered presentations on services/results • Develop policies and procedures in conjunction with other groups’ needs• Authored and Implemented many Policies and Procedures regarding call handling procedures• Established Emergency Notification procedures • Provided training on disaster plan notification proceduresPeople Management• Managed a staff of 35• Dealt with performance issues, i.e. absence, lateness, performance, etc.• Ensured annual hospital training was completed in accordance with compliance requirements, including HIPPA• Implemented a training program for new hires to ensure they were prepared for various of types of calls• Developed Departmental Policy and Procedure Manual• Developed Telephone Operator Handbook and Reference Guides• Implemented a Quality Assurance Program utilized to evaluate Operator performance Directory Services• Implemented an online Directory; replaced and upgraded a former printed version• Utilized Amcom/Spok software for call center technical platformPhysicians’ Answering Service• Coordinated the NYPH Physician’s Answering Services for approximately 475 doctors and other medical professionals across 130 offices within the NYP affiliated centers• Developed and implemented policies for handling calls, message triaging and follow-up.• Maintained current information for on-call and availability of physicians and staff• Generated monthly billing for answering services

Responsible for all aspects of daily operations for 5 parking locations in Manhattan.

Formerly NYNEX- Managed a team within a 200 person call center dedicated to service order requests.