Data Entry Call Center

CHARLENE PHILLIPS

**********@*****.*** 815-***-**** Surprise, AZ 85374

Summary

Efficient professional in data management, renowned for productivity and the ability to complete tasks swiftly. Possess specialized skills in accurate data entry, database management, and error detection and correction. Excel at time management, adaptability, and communication, ensuring seamless workflow and team collaboration. Currently retired and seeking a remote position with flexibility that allows the use of my skills in data management. Skills

• Operations Management

• Customer experience

• Staff Development

• Innovation and Creativity

• Coaching and Mentoring

• Scheduling proficiency

• Training Coordination

• Technical Support

• Document Management

• Training Management

• Information tracking

• Timekeeping abilities

• Quality Assurance

Certifications

• Active Registered Nursing License in:

• Illinois Nursing License Number: 041-194995

• California Nursing License Number: 596829

• New York Nursing License Number: 570917-1

Experience

Medcor, Inc McHenry, IL

Exec. Director of Call Center Operations

02/2001 - 12/2023

• Created a comprehensive Learning & Development curriculum aligned with the organization's goals.

• Implemented training programs to enhance skills across diverse roles within the team

• Collaborated with the Software Development team to develop a triage software application meeting customer needs.

• Work in tandem with Account Managers to evaluate the practicality of altering standard operating procedures according to client requests, and rate with Account Managers to assess the feasibility of modifications in standard operating processes, per client requests.

• Adapted training programs to comply with updated policies and procedures.

• Measured training effectiveness using custom assessment tools

• Created targeted procedural analyses to evaluate staff efficiency against benchmarks

• Conducted telephonic triage assessments for workplace incidents

• Identified and developed strategies to improve customer service and operational efficiencies.

• Managed the day-to-day operations of the call center including staffing, scheduling, budgeting, reporting, and process improvement.

• Analyzed data from customer surveys and feedback to identify areas of improvement in customer experience.

• Monitored call center performance metrics such as average handle time, first contact resolution rate, occupancy rate.

• Researched new technologies that could be implemented to improve customer service processes and operations.

• Provided technical support on hardware and software related issues faced by the call center staff.

• Ensured adherence to established SLAs for both internal and external customers.

• Collaborated with other departments within the organization to develop best practices for resolving customer inquiries efficiently.

• Assisted in recruiting new employees for the call center team.

• Drafted budgets and forecasts based on current trends in sales volume and consumer demand.

Debes Corporation Rockford, IL

Admission's Case Manager

02/1998 - 02/1999

• Completed onsite assessments of hospitalized patients to determine needs post hospitalization

• Enter assessment information into computer program and complete assessment paperwork as indicated

• Determine patients Medicare eligibility for placement in Sub-Acute/ Extended care facility or eligibility for required services for care

• Worked with physicians, hospital staff and facility staff in the assessment process

• Assisted admitting nursing facility in preparing for admission, communicating needs of patients prior to admission, securing physician admission orders and ordering any necessary equipment prior to admission to facility

Woodstock Residence Nursing & Rehab

Center Woodstock, IL

Nursing Home Administrator, Director of

Nursing

09/1986 - 01/1998

• Kept facility in compliance with Federal & State regulatory agencies

• Developed and implemented guidelines of monitoring compliance of various standards according to Federal & State regulatory agencies

• Guided and assisted various department supervisors in maintaining their respective departments in compliance with Federal & State regulatory agencies

• Developed and maintained all necessary policy and procedure manuals, facility contracts and quality assurance programs which meet all Federal & State requirements

• Coordinated and prepared necessary documents for review by owner of facility as requested

• Coordinated and prepared necessary documents for review by various surveyors prior to survey or during survey process

• Developed and implemented in Plans of Correction needed to improve facility standards based upon results of survey process according to any problem areas identified

• Worked in conjunction with physicians in development of patient care standards

• Worked as liaison with community hospitals and other health care facilities in the community

Valley Hi Nursing Home Woodstock, IL

Rehab Director

04/1985 - 09/1986

• Established Restorative/ Rehab Nursing program from the ground up, developing policy and procedure manuals within the Federal & State Regulatory guidelines

• Implemented Restorative/Rehab Nursing programs based upon physical assessments completed, identifying patient needs and developing plan of care accordingly

• Assisted Administrative Staff during Survey process, answering surveyor questions and developing plans of correction according to any problems identified

• In-service training to staff on respective areas as asked by Director of Nursing

Royal Terrace Nursing Center McHenry,

IL

Assistant Director of Nursing

03/1981 - 04/1985

• Scheduling of 200 plus nursing staff employees

• Oversaw nursing staff performance against nursing operational standards

• Assisted in maintaining facility in compliance with all regulatory agencies

• Proactively identified deviations in standards, identifying approaches and implementing to bring within facility and regulatory agencies

• Worked with Medical Director and physicians to establish plans of care to meet individual needs of residents

Memorial Hospital for McHenry County

Woodstock, IL

Staff Nurse

06/1979 - 02/1981

• Established facility standard operating procedures and trained staff on same

• Worked acute care, medical/surgical unit; responsible for patient assessment, care and documentation

• Managed IV's, passed medications, and performed necessary treatments, notified physicians of any changes in patient's condition and processed changes in plan of care as ordered by physician

• Supervision of Nursing Assistants on assigned unit, making sure care rendered to patients as outlined in plan of care

Education

St. Anthony's Medical Center School of Nursing Rockford, IL Nursing Degree

01/1999

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