Lead Trainer Air Force

Gerald Robert Boyer Jr.

**** *. ***** ****** ******, CA 95340 209-***-**** ado5op@r.postjobfree.com

Patient Care / Call Center Manager / Operations Area Manager / Director

Results oriented, reliable and hard-working management professional with extensive experience in leadership and management of customer care and call center operations. Self-motivated and decisive Subject Matter Expert on customer care policy, procedures, and systems. A critical-thinking and diplomatic team leader with excellent communication and interpersonal abilities to build, train, and motivate teams to sustain morale and perform at peak performance. Proactive and patient-focused manager who anticipates impact of decisions and problem solves to ensure customer satisfaction.

Areas of Expertise

C u s t o m e r C a r e

Management

Team Leader/Motivator

Quality Assurance

Evaluator

Communications

Call Center Management

S t a f f M a n a g e m e n t /

Training

Subject Matter Expert Direct Model Feedback

Process

Patient Relations/Service

Policies/Procedures

Time Management

Discipline/Termination

professional highlights

Leadership / Management

•Serves as liaison with 42 Health Centers supported by the Call Center.

•Monitors calls to observe employee demeanor and customer service and conformity to company policies. Implemented a $500,000 phone system throughout Health Centers and Call Center.

•Monitors reports from the Call Center system daily to ensure efficiency.

•Demonstrates excellent customer service in both verbal and written encounters.

•Serves as a professional role model in overall conduct and communication.

Communications / Customer/Patient Care

Development of communication content base for customer care and call center based on the patient perspective including emails and consistency in agenda topics

Provide steps for problem and conflict resolution

Supports implements and participates in quality improvement activities as delegated.

Monitors the correct recorded announcement menus for organization.

Conducts weekly mystery calls to all sites to monitor phone systems and other indicators.

Project Management / Business Planning

•Project Lead for Web Based GVHC Portal for patients to schedule own appts & live chat

•Project Team Key Stakeholder for various project teams including: Phone system testing/conversion; Incentives Communication, Software implementation/testing to include; and Call Recording

•Collaborated the existing Network-based ACD call strategy to add a number of local phone numbers and change the routing logic of incoming calls.

•Launched/tested and completed ACD Call Strategy/flow building a closer relationship between call center agents and the various local health centers and the regional GVHC base they support. Certain agents were assigned to service specific centers, which enabled them to become experts in the business rules of their particular center; ultimately allowed the agents to provide better customer service to callers in their regions. *Allowance was made for some agents to serve as ‘backup’ to larger centers when call volume is high.

Training and Development

•Developed and implemented training for I2I Referral Research

•Ongoing work with Center Managers/FO/BO supervisors on specifics that is unique for each center to

help reduce transfer and unnecessary calls to each center and reduce errors.

Gerald Robert Boyer Jr.

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professional experience

Golden Valley Health Centers Apr 2014 - Apr

2020 (Laid-off April – Due to Corvid-19)

Call Center Operations Manager

Leadership and oversight of 5 Team Supervisors, Scheduler Coordinator’s and 80 Representatives Staff hiring, training and scheduling

Quality service and positive experiences for patients. Major Achievements:

Implemented Operator Queue & IVR process while implementing entire phone systems-all GVHC

Key Member of Leadership Team working with the Board of Directors for new services, better access or other changes ensuring positive experiences and health treatment for all patients.

Researched/found/moved to new facility- over 300 employees for expansion and future growth. Have added over 42 Clinics/Prompt Cares to Call Center serving over 190,000 + patients a year - Answered over 908,000 calls and scheduled over 883,000 appointments 2019

Amazon Fulfillment Sep 2013 –

Apr 2014

Lead Trainer for opening of new facility

• Trained over 2500 employees in all aspects of fulfillment center

AT&T Mobility –Opened in 1997(Old Air Force Base Facility) Jun 1997 – Jun 2013 Director/Area Manager /Manager MSS Sales/Service

Leadership and oversight of 22 Team Managers and 1185 Customer Service Representatives for West Region Customer Care with responsibility for development and implementation of policies and procedures, and Point of Contact and management of projects.

Staff hiring, training, certification, scheduling, and quality assurance for sales and service.

Analysis and resolution of policy issues, conflict resolution and ensuring positive solution. Management of warehouse inventory for all equipment, accessories and furnishings Major Achievements:

Subject Matter Expert on all policy, procedures and systems for Customer Care.

Key Member of National Project Team for new services, upgrades or other changes ensuring creative resolution of problems prior to update or launch of change.

Liaison with National M&P Team and regional departments to approve and validate CSP content and updates.

Harley Owners Group (HOG) Chapter 1992 – 2001

Director—For Merced County

other professional experience

United States Air Force Chief Master Sergeant E-9 1973 – 1997

Zayres Department Store Assistant Manager Automotive /Sporting Goods/Toys 1971 – 1973

Exxon Gas Station Mechanic, tire service, tune-ups, brakes, exhaust 1968 - 1971

education

University of Phoenix - Enrolled in PHD Organizational Management 2017/2020

University of Phoenix - Master’s in Business Management 2006

University of Phoenix – BA in Business Administration

2004

Air Force University – AA in Political Science

1990

Sanborn Regional High School – Diploma

awards / recognition

Merced-Top United Way / March of Dimes Call Center – 2008; 2009; 2010

Service Excellence Award 1st Quarter – 2005/2006, 3rd Quarter 2009 and 2011

Customer Service Award – 1997; 1999; 2003, 2006, 2009 & 2011

USAF Senior NCO Award – 1988, 1993; 1994; 1996 Merced-Special Olympics Volunteer – 1992-2002

3rd Degree Knights of Columbus – 2012-Present

1973

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