Norisa Wentzel Email & Phone Number

Remote

Oversee the daily operations of a fast-paced dynamic customer service contact center team in various locations.• Provide leadership with updates on all issues regarding quality, training on product offerings, policy, procedures, staff issues, and departmental performance levels.• Ensure performance metrics and KPI’s are met on the team and individual level.• Maintain updated knowledge of the Contact Center performance requirements as well as corporate product offerings, policies, and procedures.• Communicate updates to staff on changes regarding product information, policies, and procedures.• Evaluate the need for training to ensure staff maintains current knowledge of multiple programs.• Communicate with customers to ensure timely issue resolution on escalations.• Provide direction to staff on appropriate action when complaints are escalated to management level.• Implement necessary corrective actions to ensure consistent application of all policies, and procedures pertinent to the Contact Center.• Communicate frequently with the Business units and provide feedback on VOC.• Recommend changes to product offerings, policies and establish procedures, assist in the implementation of process improvements when necessary.

Clarksville, Tennessee, United States

Nashville, Tennessee, United States

Mentor technicians by motivating, providing guidance and directions to help them achieve their goals. Responsible for proper sortation of mailing boxes and packages, maintaining a safe warehouse environment, and training new hires.• Partner with learning strategy team to preserve consistent program experience for all learners through defined curriculum, milestones, and interactions.• Mentor up to 20 technicians by motivating, providing guidance and directions to help them achieve their goals.• Develop and maintain good working relationships across all levels in the organization.• Provide enriched feedback to enhance individual performance.• Line lead responsible for closing and moving pallets to correct pit locations while maintaining order, cleanliness, and flow of production lines.

Phoenix, Arizona Area

Lead organizational initiatives that improve the customer experience and operational efficiencies. Sole responsibility for improving and sustaining performance metrics including new revenue, quality assurance, handle time and customer satisfaction. • Manage a team of 12 supervisors and 180 agents toward customer satisfaction, sales and efficiency goals• Maintain high levels of KPIs including average order size, new product revenue, average handle time, quality assurance, customer satisfaction, etc.• Manage operational processes with mission to improve customer experience and exceed monthly new revenue target of $7.6M • Full people management responsibility, performance and compensation management, and training and development• Create budget plans and manage initiatives for incentives program within one or more operations department

Phoenix, Arizona Area

Led 250+ team members across multiple lines of business, including Inbound and Front of Site Chat customer service teams. Oversaw all management functions, including hiring, training, change-management, KPI improvement and customer service. • Primarily responsible for BPO relationship management• Expanded and integrated global chat solutions in 3 international markets• Increased staff productivity by 75% while maintaining a better than standard SLA also doubling Net Promoter scores and Customer Satisfaction• Challenge and support employees in their development, using individual capabilities for the benefit of the team and department

Phoenix, Az

Managed 20+ team members in multiple departments including hosting services, inbound operations and retention with objective to improve customer experience and total net new revenue.• Coach, develop and manage performance of inside sales and retention sales staff• Ensure new revenue targets are achieved, as well as, improved service, productivity, quality and customer satisfaction • Hire, train, and develop call center employees while standardizing and refining daily operational procedures• Collaborate with supporting departments for around-the-clock operations while ensuring staffing strategies were effectively executed and workload was managed appropriately

Phoenix, Arizona Area

Oversaw the planning, implementation, execution and review of Server Concierge team, and ensured customer contact quality and production exceeded department targets.• Develop and standardize Server Concierge department responsible for building server-based clientele and retaining accounts• Maintenance of new customer server accounts and personalized account management• Improved server attrition rate from 15% to 7% company-wide• Maintenance of critical and sensitive client information

Scottsdale, Az

Provided an extraordinary level of customer service and productivity for all outpatient laboratory procedures upwards of 115 personal contacts a day.• Provide an extraordinary level of customer service and productivity for all outpatient laboratory procedures.• Accession, centrifuge, separate serum or plasma from cells and deliver specimens for testing.• Inventory and maintain stock of all supplies needed by medical staff.• Maintain safety and cleanliness of examination rooms.

Boise, Id / Tempe, Az

Maintained front office by filing, providing customer care, scheduling exam appointments, Quality Assurance of Medical Examiners, and Examiner Review Production.• Perform Insurance Physical Exams and oral medical exams. • Maintain front office by filing, providing customer care, scheduling exam appointments, Quality Assurance of Medical Examiners, and Examiner Review Production.• Prepare and send patients’ blood and/or urine samples for lab tests. • Perform electrocardiograms.

Anchorage, Ak / Caldwell, Id

Managed all Outpatient laboratory procedures while ensuring that the company’s Health & Safely policy was observed.• Ensure that the company's Health & Safety policy is observed.• Perform phlebotomy procedures, Arterial Blood Gasses, drug testing, urine collections, and EKG testing.• Accession, centrifuge, separate serum or plasma from cells and deliver specimens for testing.• Assist clinical laboratory personnel in the analysis of Prothrombin Time testing, drug screens, and Arterial Blood Gasses.

Hillsboro, Or

• Perform inpatient and outpatient phlebotomy procedures.• Accession, centrifuge, separate serum or plasma from cells and deliver specimens for testing.• Assist clinical laboratory personnel in the processing and analysis of blood and body fluids.• Communicate with nursing units about specimen integrity issues, or re-draw requests.

Real Estate

Associate Of Applied Science (Aas), Computer Technology/Computer Systems Technology

Medical Assistant Certification, Medical/Clinical Assistant