Call Center Executive Assistant

Vicie Wallace, MBA, SSGB

Grapevine, TX

************@*****.***

ACCOMPLISHMENTS

•Transitioned Board of Directors from hard copy documentation to Board Books via iPad, for an annual savings of $4,000 directly from the administration budget. Was implemented for all Boards in the organization after our success.

•Increased staffing efficiency over 32% to achieve 100% in nine months, maintained 97-98% ongoing.

•Led the renovation and restructuring of multiple office spaces on several floors, using internal facility team and completing all purchases directly resulted in an estimated savings of over $200,000.

•Created the company’s first online training courses and reference database, decreased answer error rates by 15% and increased resolution time by 5%.

•Established an agent desktop communication for 1,000 associates, allowing immediate distribution of information and confirming receipt by all impacted in a 24-hour workplace.

•Member of project team that created and patented the first call center agent self-scheduling product.

•Increased client contract commitment by $10,000,000 (from $2,000,000 to $12,000,000) by providining training with an extensive sales increase after 1 quarter

EXPERIENCE

U.S. Small Business Administration 10/2017- 05/2024

Portfolio/ Case Manager

•Met goals consistently and 6 - month contract was extended due to my performance.

•Worked with victims of hurricanes, fires, flooding and Covid who lost their home and or business.

•Maintained a Loan Portfolio of average of 100 Borrowers going through personal or business disasters.

•Reviewed Loans for Fraud and Identity Theft, cross referencing data through multiple resources.

•Completed Loan Processing and Funds Distribution, ensuring all needed documents received and properly recorded and notarized.

•Loan Refinancing, Relocation and New Home Purchases

•Various "special projects" including working with FEMA and Borrower's Insurance Agency to ensure no duplication of benefits

CHRISTUS Health, Nonprofit, Faith Based Hospital System 03/2010 - 09/2016

CHRISTUS CORPORATE Irving, Texas 04/2013 - 09/2016

Executive Assistant to Chief Quality Officer /Project Manager for Labor Management

•On-board new team members/ initial department education

•Maintained Chief Quality Officer (CQO) daily calendar of scheduled meetings and events as well as managing co-ordination for Quality Department System Directors

•Planned all travel, expenses, and budget records for the Quality Assurance department for both National and International travel.

•Planned Quality conferences and logistics for Executives attending from around the country and from international offices.

•Attended Las Colinas events to represent business as active community partner.

•Managed Staffing and Workforce for all domestic Hospitals

CHRISTUS Health St. Frances Cabrini Hospital, Alexandria, Louisiana

Executive Assistant to Louisiana CEO & CMO, Manager of Administration Office, and Regional Corporate Secretary 03/2010 – 03/2013

•Maintained a 0% error rate of legal records such as Articles of Incorporation, By-laws, 990's, and credentialing updates for the entities of the region and non-profit reporting requirements

•Led the daily functions of a hospital Administration Office with an average census of 172 In-patients and 1700 Associates

•Facilitated Diversity and Inclusion Council and created monthly learning materials

•Directly Supervised Vice-presidents' assistants

•Established online "Board Books" via I pads for the regional Board of Directors, decreasing labor cost and paper waste significantly, went on to be implemented across the company

•Resolved patient and/or patient family questions and concerns

•Maintained all legal records for CHRISTUS Health Louisiana which included Hospitals, Hospice Centers, Exercise Facilities and a Nursing Homes.

Monitronics International 04/2007 – 08/2009

International Security and Technology Company, Monitoring the safety of over 1 million customers.

Director, Training and Development

•Expanded growth and development to build training courses for every department of the company (15 unique courses from 2 existing courses) for 800 employees

•Established a Computer Based Training Library for all employee use

•Led the adoption and creation of departmental homepages

•Developed Training for Managers

•Created, implemented, and facilitated an Executive training program

Other Call Center Experience

Telvista 2006 -2007 Call Canter Training Manager

West Telesrvices 1998 - 2006 Training and Development Manager, Iterim Quality Assurance Manager, Opened an international location, assisted 5 domestic locations in transitioning situations.Purhcase of a call center, Interim Manager for separated managers, Training and Development assistance when expanding clients to additional facilities, Managaging the trasition of Outbound Facities to Inboud Call centers.

SPECIFIC SKILLS INCLUDE

Call Center Manager 2000-2007

Call Center Director 2007 - 2009

Client Communication and Relationship Management

Microsoft Office Suite

Salesforce

Curriculum Development

Superior Customer Service Skills

Process Efficiency and Effectiveness

Excellent Leadership Skills

Experience in HealthCare, Client - based Call Centers, and Federal Government

EDUCATION

Bachelor of Arts in Mass Communication, Louisiana State University, Baton Rouge, LA, Specialty in Public Relations, Minors in Economics and Marketing

Master of Business Administration, Western Governors University, Salt Lake City, Utah

ADDITIONAL EDUCATION

John Maxwell Leadership, Leadership Irving Graduate, and Stephen Covey Management

VOLUNTEER EXPERIENCE

Human Coalition, Valuable After School Time (VAST), Finding Me Academy, Cancer Companions, St. Jude, Race to Rescue Her, Leukemia and Lymphoma Society, and Grace Grapevine (Impoverished and Domestic Violence).

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