NINA RISLEY

Port Charlotte, FL ***** 484-***-**** ad3x7e@r.postjobfree.com

Profile

Results-oriented leader with hands-on experience in providing exceptional customer service, client services and business development to boost customer satisfaction and company profits.

Charismatic professional with sound proficiencies in building and leading teams, developing and implementing strategies, optimizing customer experiences, increasing retention, and fostering customer-centric culture. Adept at understanding customer’s unique needs and expectations, offering tailored solutions, navigating complex regulatory environments, and introducing process enhancements to streamline operations and optimize workflow. Skilled communicator, well-versed in enabling effective collaboration with cross-functional teams and stakeholders through strategic leadership.

Core Expertise

Call Center Management Client Services Patient Care Process Improvement Revenue Growth

Client Retention Performance Management Training and Development Quality Assurance

Problem Resolution Cross-functional Collaboration Team Leadership Performance Metrics

Selected Highlights

Achieved #1 ranking within transportation and logistics industry for International Service by establishing a centralized and specialized end-to-end Customer Service operation.

Accelerated over $1M from special services within a short span of six months through rolling out proactive up-selling and cross-selling campaigns.

Ensured seamless customer service across various channels by successfully launching and managing 10 Contact Center operations with over 2,000 seats and providing comprehensive support to esteemed clients like Blue Shield of California, MCI, and GlaxoSmithKline.

Generated an impressive annual revenue boost of over $7.5M from existing accounts through dynamic business-to-business (B2B) Telesales campaigns.

Acquired 1M new fee-based service memberships and a substantial $50M in membership revenue within six months through business-to-consumer Contact Center programs.

Slashed overhead expenses by 200+% while providing 24/7 Customer Support across the U.S. through consolidating 59 local market Customer Care operations into 4 Contact Centers.

Professional Experience

Certified Medical Assistant, Millennium Physician Group – Port Charlotte, FL 2000 to Present

Maintain accuracy and completeness in medical records by interviewing patients and documenting medical histories. Ensure seamless patient care by processing medication renewals under the direction of healthcare providers. Enhance workflow by assisting physicians during patient examinations.

Facilitated timely and accurate diagnostic procedures by collecting and preparing blood samples and other specimens for laboratory testing.

Enabled comprehensive patient tracking and continuity of care by entering vital patient information, including vital signs and test results, into medical records.

Patient Care Manager, Quigley Eye Specialists – Fort Myers, FL 2016 to 2020

Assured optimal patient care delivery for 15 surgeons by directing team of 20 Patient Care Specialists across 8 office locations, overseeing recruitment, training, scheduling, and performance evaluations.

Prioritized patient satisfaction and physician staff contentment by employing strategic initiatives.

Optimized processes and operational efficiency by expanding service offerings to patients and implementing revenue-driving strategies.

Maintained high standards of patient care by acting as the liaison for the surgery center, ensuring completeness and accuracy of all surgery charts.

Drove seamless logistical support by coordinating scheduling and management of courtesy transportation services for patients.

Fostered patient satisfaction throughout their entire experience with the practice by building positive relationships and facilitating business growth through word-of-mouth referrals.

Contact Center Director, The Jay Group – Lancaster, PA 2013 to 2015

Orchestrated comprehensive Contact Center Operations, including phone, email, chat, and social media platforms for a multi-site outsource provider.

Directed workforce of 400 employees by overseeing diverse functions including customer service, sales, technical support, claims processing, data entry, mail processing, and consumer affairs.

Ensured seamless delivery of services for over 70 clients by maintaining high standards of quality and efficiency across all operational areas.

Consultant, Ascentive.com – Philadelphia, PA 2010 to 2012

Offered Contact Center, Customer Care, and BPO consulting services to a technology company, focusing on implementing KPI measurement and performance management strategies to enhance process efficiency and drive revenue growth at every customer touchpoint.

Achieved organizational objectives and delivered exceptional results by collaborating with remote international resources.

Call Center Director, Global Fit – Philadelphia, PA 2012 to 2013

Provided oversight to 50 employees across Sales, Customer Service, and Collections operations within a nationwide wellness and fitness company servicing over 20,000 clients to drive profits.

EARLY CAREER

Director of Customer Service, A. Duie Pyle – West Chester, PA

Maximized up-selling and cross-selling opportunities by managing all customer-facing and administrative functions across transportation, trucking, leasing, warehousing, and logistics (3PL) company, including customer service, inside sales, business development, and accounts receivable.

Improved communication by devising scripts for inbound and outbound Contact Center programs, as well as content for the company's website and social media platforms.

Additional experience as Operations Manager, Regional Call Center Manager, AVP, Operations, Sr. Contact Center Manager, and Call Center Director at multiple esteemed organizations.

Educational Background

Medical Assisting Diploma, 2016, Southern Technical College – Port Charlotte, FL

National Certified Medical Assistant (NCMA) – National Center for Competency Testing

Certified Ophthalmic Assistant (COA) – International Joint Commission on Allied Health Personnel in Ophthalmology

Certified Ophthalmic Scribe (OSC) – International Joint Commission on Allied Health Personnel in Ophthalmology

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