RM

ROSEMARIE MURO

ad42tx@r.postjobfree.com +1-352-***-**** Spring Hill, United States 34609 WWW: Bold Profile Call center supervisor with over 27 years of experience, demonstrating a proven track record in customer care excellence and team leadership. Expertise in talent acquisition, training & development, and customer relationship management, having successfully led teams to achieve over 70% improvement in customer retention. Aims to leverage electrical wiring and compliance management skills to innovate and enhance customer service strategies, fostering a culture of continuous improvement and collaborative success.

Experienced team supervisor and mentor well-versed in reviewing calls and employee performance to devise and implement customized improvement strategies. Gifted in building rapport with callers and trust in team members to promote successful handling of issues. Bilingual fluency in [Language] and [Language]. Versatile Call Center Supervisor successful at mentoring [Job title]s to help them surpass [Type] and [Type] objectives. Excellent training skills motivate team members and apply data analytics to enhance operations. Brings over 20 years of experience to large-scale call center environment. Leadership (Experienced)

Customer service

Statistical analysis

Training & development

Telecommunication

Sales

Call center management

Public health

Translation

Teaching

Conflict management

Social work

Management

Data collection

Database management

Motivational interviewing

Employee evaluation

Medical terminology

Organizational skills

Public speaking

Quality assurance

Supervising experience

Statistics

Interviewing

Crisis intervention

Live chat

Management Consulting

Presentation Skills

Case Management

HIPAA

Accounts receivable

Phone etiquette

Computer literacy

Travel planning

Project management

Intake

Technical support

Process management

Electrical wiring

Construction sales

Call Monitoring

Policy Enforcement

Workforce Planning

Employee training and orientation

Sales Support

Database Management

Quality Control Analysis

Product and service knowledge

CRM Software

Customer Service

Team Training

Process Improvement

Inventory Management

Office Management

Administrative Management

Data Entry

Staff Management

Report Preparation

Performance Management

Employee Supervision

Scheduling

Payroll Administration

Summary

Skills

Recruiting

Accounts payable

Typing

Workforce management

CRM software

Microsoft Access

Salesforce

SharePoint

Documentation review

Compliance management

Order entry

Windows

Account management

Remote access software

Customer relationship management

Hospital experience

Negotiation

Mac OS

Relationship management

Shift management

SSO

Mentoring

Team management

IT

Talent acquisition

Software troubleshooting

Data entry

Microsoft Excel

Time management

Microsoft Word

Microsoft Outlook

Microsoft Office

Communication skills

English

Calendar management

Computer skills

Google Suite

Slack

Customer support

Writing skills

Crisis management

Google Docs

Marketing

Healthcare management

Microsoft Powerpoint

Basecamp

EHR systems

Schedule management

Effective Communication

Interpersonal Skills

Workflow Planning

Team Collaboration

Team Leadership

Leadership and Change Management

Staff Training

Multitasking

Written Communication

Support Services

Coaching and Mentoring

Report Writing

Professional Demeanor

Adaptability and Flexibility

Analytical Thinking

Schedule Coordination

Handling Complaints

Leadership Development

Problem-Solving

Phone and Email Etiquette

Relationship Building

Time Management

Active Listening

Attention to Detail

Customer Service Management

Professionalism

Credit and collections

Performance Improvement

Organizational Skills

Reliability

Interpersonal Communication

Business Administration

Teamwork and Collaboration

Quality Assurance

Team building

Multitasking and Organization

Problem-solving abilities

Decision-Making

Self Motivation

Workflow Optimization

Staff Development and Training

Accounts Payable and Receivable

Excellent Communication

Problem-solving aptitude

Schedule Management

Budget Administration

Quickbooks

Data retrieval systems

Bswift, an Aetna Company North

Charleston, SC

Healthcare Representative

09/2023 - Current

Led and developed a team of customer care specialist grew from a team of 45

Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and Experience

existing customers while improving customer satisfaction Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.

Bswift, an Aetna Company North

Charleston, SC

Healthcare Representative

09/2023 - Current

Led and developed a team of customer care specialist grew from a team of 45

Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.

R&B Entertainment Pennsylvania, United

State

Dj/owner

01/1997 - Current

Led and developed a team of customer care specialist grew from a team of 45

Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.

PRS Inc. Oakton, VA

Shift Supervisor

04/2022 - 08/2023

Led and developed a team of customer care specialist grew from a team of 45

Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.

WPS Health Solutions Virginia Beach, VA

Healthcare Billing Specialist

01/2023 - 04/2023

Answer customer phone calls and provide them with the information that they request

Resolve customer complaints in a fair manner

Elevate customer concerns to managers and supervisors as needed Become knowledgeable about our company's offerings

Provide exceptional customer support in every phone call Handle billing processes, including matters related to invoicing and reconciling accounts

Prepare and mail billing invoices

Interact with patients to settle accounts and answer questions Collect payments and apply them to accounts

Perform data entry

Work with discretion to keep patient information private. PCG Consulting Pennsylvania, United

State

Covid-19 Contact Tracer Supervisor of

Call Center

07/2021 - 01/2023

Led and developed a team of customer care specialist grew from a team of 45

Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.

Briljent Chicago, IL

Operations Supervisor Of Call Center

07/2021 - 09/2021

Led and developed a team of customer care specialist grew from a team of 45

Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.

Insight Global Remote

Customer Support Supervisor

03/2020 - 07/2021

Led and developed a team of customer care specialist grew from a team of 45

Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21% Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71% Created training manuals and workshops for on-boar continuing education for customer care specialists.

Western Governors University Ohio City, OH

Bachelor's in Public Health

Expected in 05/2025

Ultimate Medical Academy Tampa, FL

Associate's in Medical

08/2017

English

Education and Training

Languages

Contact this candidate