Michelle Young work email
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Michelle Young personal email
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Results-driven, Workforce Management Professional leveraging over 11 years of contact center success ♦ Exceptional integrity and strong work ethic ♦ Creative ♦ WFM expert ♦ Organized, take-charge leader with exceptional follow-through and detail orientation ♦ Articulate communicator, quickly building rapport and trust at all levels ♦ Top performer who thrives in a high-expectation, high-stress environment ♦ Best practices champion, quality assurance ♦ Training Specialist/Develop Training Programs and Manuals ♦ Culture Coach ♦ Team Building ♦ Recruiting and Retention Client relationship building♦ SLA achievement ♦ Talent selection and development ♦ ♦ Committed to exceeding customer and corporate expectations ♦ Meticulous about quality control ♦ Passionate about hands-on leadership by example
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Call Center ManagerEquisolar Feb 2023 - PresentEncino, Ca, Us -
Call Center ManagerUcla Health Dec 2021 - Sep 2022Los Angeles, Ca, Us -
Training ManagerMotolease Llc May 2019 - Dec 2021Manage the effective implementation of training initiatives and maintaining compliance documents as they relate to processes and procedures throughout the organization. Oversee, design, develop, coordinate, and run both large- and small-scale training programs. Design and develop comprehensive programs for training, including various topics based on the needs of the organization. Selecting the ideal training methods or activities for a particular purpose and audience (online, role playing, mentoring, on the job training, professional development classes, etc.) Promotes training opportunities to employees in a compelling way that provides all necessary information. Conduct regular, whole organization needs assessments, identifying skills or knowledge gaps that need addressing. Utilize training best practices and education principles. Analyze and incorporate new training methods and techniques. Develop and prepare educational/training aids and materials, as needed. Evaluate effectiveness of training courses and provide summary reports to management, determining impact of training on employee skills and corporate goals. Collaborate with and connect internal stakeholders with various experts regarding instruction and training planning. Update and Maintain Compliance Documents as they relate to processes and procedures. Maintain a database of curriculum and training materials. -
Customer Service SupervisorMotolease Llc May 2017 - May 2019Responsible for monthly call monitoring on 15 customer service agents. Ensuring all call center service levels are met monthly. Coach and mentor the Customer Service and Collections specialist to assist them in meeting departmental goals. Handling escalated calls and providing detailed reporting to management. Resolving BBB and Attorney General Complaints. Identifying gaps in current policy and procedures. Creating training manuals, procedures and quarterly workshops. Administering monthly reports on call volumes and staffing needs. Development of the Issue Resolution Process. Creating the Customer Service incentive program. Responsible for maintaining the knowledgebase. Creating disposition skills in In Contact and the automated dialer for the Collections team.
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Front Office ManagerAdvanced Urology Jul 2016 - May 2017Los Angeles, Ca, UsEnsure all front office employees adhere to company policy and procedures. In charge of streamlining and implementing new procedures for the front office staff. Coach and mentor team members ensure departmental goals are exceeded. Diffuse escalated patient issues and resolve service complaints to an efficient resolution. Host interviews for new candidates and assist with high call volumes as needed. Reconcile charges and schedules for four doctors. -
Care Coordinator LeadSkyline Urology Apr 2016 - Jun 2016Motivate Team, Assist Director with daily assignments and ensuring SLAs are met – Service Level, Wait Time and Abandonment Rate, Training of the new hires, Be point of contact for Care Coordinators questions or concerns, Participate and come up with ideas/suggestions for team’s improvement, Coach and mentor team members, Responsible to ensure departmental goals are met and or exceeded, Assist with escalated inquiries and customer feedback, Resolves service issues through identification and efficient resolution, Remain up to date on interdepartmental procedures, call center processes, provider information, locations, procedures, etc. and ensure changes are communicated immediately to the Care Coordinators, Actively participate in meetings, Assist with projects as needed, Assist with performance management, Co-participate in interview processAssist with Care Coordinator duties if staffing or volume issues arise -
Customer Issue Resolution Technian IiMedrisk Inc. May 2012 - Mar 2016King Of Prussia, Pa, UsReview referrals on a daily basis to create and track Service Opportunities to ensure reduction of rework and identify areas that require additional training. Develop and host training for new hires and existing customer service professionals. Point of contact for any issues received from Insurance clients. Assist in new client implementation to ensure we meet their standards and they understand our standard processes. I provided monthly reporting on referral activity for individual clients . Review of referrals to ensure they are medically accurate . I am responsible for handling V.I.P. accounts with several with special handling instructions. I am also one of the Subject Matter Experts and I staff the internal help line to answer agents questions real time . I also took escalated calls as necessary . -
Call Center RepresentativeMdia - Medical Diagnostic Associates May 2012 - Mar 2016Us -
Call Center RepresentativeMobile Messenger Mar 2009 - Jan 2012Los Angeles, Ca, UsResponsible for answering high volume calls on a daily basis . I processed refunds for unsatisfied customers as a part of the retention program . I was in charge of returning voice mails and responding to emails. As a part of the fun committee I assisted in developing events that would keep the company culture positive and upbeat. Assisted in reviewing calls to ensure agents were meeting company standards . -
Call Center RepresentativeConsolidated Smart Systems Jul 2005 - Dec 2005Gardena, Ca, Us
Michelle Young Skills
Michelle Young Education Details
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West Los Angeles College
Frequently Asked Questions about Michelle Young
What company does Michelle Young work for?
Michelle Young works for Equisolar
What is Michelle Young's role at the current company?
Michelle Young's current role is Call Center Manager.
What is Michelle Young's email address?
Michelle Young's email address is my****@****cla.edu
What is Michelle Young's direct phone number?
Michelle Young's direct phone number is +131067*****
What schools did Michelle Young attend?
Michelle Young attended West Los Angeles College.
What skills is Michelle Young known for?
Michelle Young has skills like Customer Service, Employee Training, Team Building, Quality Assurance, Microsoft Office, Customer Retention, Call Centers, Time Management, Hiring Practices, Bilingual Communications, Customer Satisfaction.
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