Call Center Operations Manager

Heather Hise

*** ***** ****** ** **** **, Mesa AZ 85201

Cell: 480-***-****

hhise/*************@*****.***

Professional Summary

Dedicated and technically skilled business professional with a versatile skill set developed through experience as an Operations Manager and QA/Training Manager. Excel in a fast paced environment with the ability to maintain continuity among work teams by communicating effectively. Supportive and energetic who adapts well to change. Versatile supervisory skill who exhibits a professional demeanor and a passion for Leadership. Experience documenting, auditing and improving business processes and procedures, preferably in a call center or customer service environment.

Core Qualifications

Ability to work effectively with people with different backgrounds, ideas, perspectives, disciplines, and values Passion for customer service excellence

Proven ability to quickly learn new applications, processes, and procedures Ability to lead and complete projects

Strong problem-solving and analytical skills

Plans, organizes, and implements new processes

Experience

Quality Assurance Manage/Training Manager/ Operations Manager 8/1/2017 – 6/6/2024

Intouchcx

Mesa, AZ

● Manage call center performance and analyze data to improve performance

● Selecting and managing resources, including working with both internal employees and training vendors to develop and deliver training

● Ensuring strategic alignment of the training department with business goals

● Root cause CSAT’s/DSAT’s

● Develop and Maintain Relationships with Stakeholders

● Weekly, Monthly and Quarterly Business Reviews

● Develop and implement Quality Assurance measures to ensure customer satisfaction

● Monitor and analyze Key Metrics to identify areas of opportunity Billing Specialist

7/15/2007 to 3/24/2012

NM Quickcare

Rio Rancho, NM

● Billing for medical and all commercial carrier

● Research unpaid accounts and claim denials

● Ensured ICD and CPT code are accurate for clean claims

● EOB’s, Charge entry

.

Education

Associates of Applied Science Degree- Healthcare Management 2003 Central New Mexico Community College

Albuquerque, NM

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