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.

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.
• 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.
• 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.
• 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