Call Center Customer Service

PROFESSIONAL SUMMARY

Results-driven sales and operations professional with proven track record of achieving high level of success. Developed and implemented strategies immediately resulting in efficient cost savings and doubling company revenue. Well-versed in enterprise, consulting, and working within diversified high pressure, performance-based startup environments. Works both autonomously and within collaborative team settings. Strategic, data-driven team leader with a proven leadership background in sales, communications, and educational sectors. Proven ability to add tremendous value by driving sales, developing metrics, and consistently exceeding client expectations and established goals.

Areas of Expertise

Strategic Planning

Sales Team Training

HIPAA/FERPA/Title IX Compliance

Product Development

Salesforce [CRM] & Telephony Solutions

Asset Management

Call Center Operations

Workflow Optimization

KPI, SOP, QA Program Design

Budgeting and Forecasting

Career Highlights

International School of Health Sciences 2021- Current

Director, Admissions & Enrollment Services West Palm Beach, FL

Directed the marketing, recruitment, and enrollment of students into ASN, BSN, MSN, and DMS degree programs in the nursing.

Increased enrollments by 88% through strategic planning and redesigning communication and process protocols.

Implemented SOPs and KPIs that decreased turnaround time in deposit, transcripts, application submission/review process.

Served as interdepartmental liaison for Admissions, Finance, Campus Administration, and Center for Academic Excellence.

Recruited and coached 12 Admissions team members using performance reviews and improvement plans, while enforcing company policies and procedures.

Enhanced and implemented staff training initiatives that doubled student enrollments per advisor within 3 months.

Increased performance metrics and conversions by 40% across the board, including lead to interview, interview to application, and application to enrollment.

Maintained compliance with applicable federal and state laws/regulations, accreditor standards, and institutional policies and procedures.

Managed lead distribution and monitored daily/weekly activities of the Admissions Team to ensure objectives were met.

Vocodia Group 2021-2022

Director of Operations and Inside Sales Boca Raton, FL

Created and built a 10-person team of client success managers, sales agents, and on-boarding engineers.

Developed company KPIs, SOPs for all three departments: Disciplinary Action Plan/Programs, Process flows, QA programs.

Implemented HIPAA complaint policies via robust training, call center scoring, and progressive redirection

Designed company DISA process, created the flows, and audited all BOTS.

Met or exceeded established service levels every month, earning a monthly 5% bonus based on company success.

Increased call conversations from the BOTS/DISAs by 80%, client satisfaction by 95%, and saved the company over $200,000 a month by streamlining lead management systems and creating new contact strategies/algorithms.

Managed budgets and forecasting for all company products and clients, overseeing $5 million budget.

PAX Management Group 2020-2021

Operations Director Lake Worth, FL

Led and developed a 15-member call center team.

Oversaw work-force training and management, strategic planning, quality/cost control, asset retention, training, and coaching.

Managed in-house call center for 13 admissions coordinators, 1 floor manager, and 1 floor supervisor.

Designed work and call flows for each division, optimizing all communications for Admissions and BD teams.

Met/exceeded established monthly service levels month earning a 2% bonus for the company; increased average call conversion by 25%.

Allegis Care with Cigna Project 2020

SR Operations Manager (Consultant) Remote- 3 Month Project

Managed in-house (remote) call center for over 47 HRA schedulers, three team leads, and one operations manager.

Maximized efficiency by establishing 2 departments, 3 separate teams, and 3 team leads

Created new job opportunities and roles, while retooling tiered progression plan program for company career paths and succession.

Established the platform for work-flows, email, and call flows for each division, streamlining communication for nursing team and admissions.

Implemented SOPs, decreasing turnaround time in the following areas:

oContact conversations increased from 3% to 25% by utilizing different dialing strategies with auto dialer

oContact to patient conversion from 5% to 20% by training and streamlining new processes,

Innovated downsizing from 6 separate systems to 2, saving the company over $300,000/month

Health Awareness Project 2020

Call Center Operations Manager 4-Month Project

Managed in-house and overseas (Remote) call centers for over 75 customer service representatives.

Implemented SOPs that streamlined and decreased turnaround time as follows:

oLead to patient conversations increased from 25% to 90%,

oTests shipped daily from 10 to 65; tests administered increased from 15 to 55

oTests received from billable patients increased from 15 to 75+.

Increased patient conversions by 85%, patient satisfaction by 90%, and saved the company over $200,000/month by streamlining their lead management systems and by creating contact strategies/algorithms.

Recruited and trained all customer service/admin and test instructor teams using performance reviews, coaching performance improvement plans .

Implemented all HIPAA complaint policies by creating call center scoring/grading process; progressive disciplinary process; and employee on-boarding compliance handbooks and training.

MASA Global 2020 (Pandemic)

Sales Operations Director for B2C Plantation, FL

Reported directly to VP of B2C and a hands-on President (owner) with responsibility for a $45 M budget, and sales target of $250,000-$350,000.

Used prior-year analytics and geo-targeting methodologies to drive all membership sales

Recruited qualified sales targets for 150-180 agents nationwide, making onsite presentations, with over 200 programs weekly.

Provided new scripts and interventions to improve call center operations and increase productivity and conversion rates.

Collaborated with call center to provide solutions to increase production and conversions rates.

Created go-to market strategies to address Covid impacts on business model working with the internal management team.

Wellness Plan of America/ImpaxRx 2014 - 2020

Senior Project/ Operations/Call Center Manager Boca Raton, FL

Directed multiple departments for a fast-paced start-up company specializing in medical/wellness claim expense mitigation and prevention to groups and individuals, including a direct-to-consumer, wholesale broker model.

Successfully executed 60 projects valued at $100+ million

o37 products offered within various wellness programs,

Cultivated business relationships with third-party vendors and benefit managers

Demonstrated exemplary record of success in the recruitment and mentoring of advocates who consistently achieved in supporting a minimum book of business of $1.5 million and achieving or exceeding all sales goals.

Created and implemented scripting, mapping, SOPs, training materials, and computer-based training simulations for call center sales and customer service departments.

Streamlined reporting to track member utilization, thereby increasing retention/member satisfaction from 69% to 98%.

Education

Lynn University-Florida Atlantic University Bachelor of Science, Primary Education, Minor: Psychology

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