Peter Bertone Email & Phone Number

San Antonio, Texas, United States

The Scheduling Operations Manager is responsible for managing the overall performance of the call center team as well as ensuring that operational goals are attained to include: timeliness, quality, customer service, and cost. The call center manager will also be responsible for providing training and mentoring to team members.

San Antonio, Texas Area

San Antonio, Texas Area

San Antonio, Texas Area

• Developed and implemented best practice customer service policies and procedures to maintain and continually improve on the high standards of the client.
• Oversee the ongoing development, implementation and administration of training to customer service team on new policies and procedures.
• Managed and mentored the Escalation team while still interacting directly with customers as needed.
• Worked closely with cross-functional teams to communicate customer feedback to drive improvements, processes, & consumer experience.

San Antonio, Texas Area

• Consultant for Verity National Group advising them in development of Best Practices for the Marketing Dept.
• Led a project to develop operational and training programs supporting the Marketing Dept.
• Helped develop standard package deliverables for potential clients such as reports, fee schedules, questionnaires, etc.
• Supported Marketing in Dept. meetings, calls with clients, etc.

San Antonio, Texas Area

• Managed Centralized Scheduling and Insurance Verification departments to ensure efficient operation of call center, central medical records, transcription, and medical courier departments.
• Planned and implemented automated insurance verification and authorization software program that increased revenue and reduced costs by 50%.
• Designed and implemented a comprehensive training program in Scheduling department for new hires.
• Introduced new quality assurance program which reduced errors in scheduling by 45%.
• Created a quality–based incentive program that has increased department morale and decreased staff turnover.