Call Center Director
CurrentLead, manage and oversee the specifics of three (3) call centers in Fla and NY, and Ohio with special emphasis on customer patient care and patient experience.Develop and administer call center/patient care policies and procedures that maximize revenue, productivity, and profitability.Establish and ensure attainment of calll center goals and metrics which include customer satisfaction surveys and ratings, call staff productivity, activation of services, and trouble shooting accuracy.Produce and publish daily, weekly, monthtly reports on call center productivityInterface with Sales Operations and Engineering to enhance call center processes and procedures
Dec 2014 - Present
