Managed support team with responsibility for qualifying, and consenting patients for the Remote Patient Monitoring (RPM) program. Monitored and graded inbound phone calls related to troubleshooting, testing, and setup of medical devices for remote patients. Oversaw a customer support team, ensuring effective qualification and enrollment of patients into a Remote Patient Monitoring program, while also supervising call quality for device troubleshooting and setup.• Administered call center operations, ensuring adherence to production, performance, quality standards, and service level agreements through meticulous management of business metrics.• Collaborated with senior management and client representatives to streamline team workflows and processes, enhancing overall operational efficiency.• Developed and executed database queries, generating comprehensive reports and managing spreadsheets for strategic analysis by management and business partners.

Supervised a remote team of housing specialists. Coached staff on achieving project goals, offering feedback on performance. Training the production team on quality control measures to improve overall production. Recording quality control results by completing reports and summarizing reworks.

Supervised a remote team of 48 agents including case investigators, contact tracers and epidemiology leads. Coach staff on achieving department goals and offering feedback on performance. Triage and escalate from units, brainstorm, and implement solutions. Monitored calls and processed quality control scorecards on a daily basis.

Managed a remote team of professionals in a software as a service platform that delivered a private label online store solution targeted at the aesthetics space. Our customers included a few hundred plastic surgeons, dermatologists, and medspas. Each month my team delivered a few hundred custom promotions comprised of online specials, emails, banners, social posts, and in-office collaterals allowing our doctors to sell services and skincare products to their patients each month. QC'd customer promotions prior to activation.

Interact with customers and staff to provide information in response to inquiries about their orders, accounts and PerioSciences policies and procedures. Day to day operations by leading and guiding our employees to provide the most professional customer service in the industry.• Supply senior management with weekly, monthly, quarterly and ad-hoc reports and forecasts. • Interface with IT about system issues, resolution, testing and communicating solutions. • Coordinate activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, operation.• Prioritize and execute with a sense of urgency and preciseness.

Managed scheduling and communicated information to field personnel; organized and tracked relevant information per customer requirements.

Supervised the Loan Processing, Customer Service and Collection Agents by monitoring and managing their activities, ensuring their duties are performed properly and efficiently to deliver service and productivity metrics.

Led customer support center team of 30 agents in a multi-functional call center encompassing 6 distinct customer impact areas: collections, customer service, retention, customer web tool support, data entry, and sales support. Personnel management including, hiring, coaching, development and performance improvement.

Analyzed and investigated retail, lease and commercial credit applications and communicated decisions back to appropriate dealer personnel.