Call Center Quality Assurance
Resume:
Highly accomplished professional with extensive experience in healthcare operations and customer service. Demonstrated expertise in leading and optimizing call center operations, implementing efficient processes, and ensuring exceptional patient care. Skilled in staff management, training, and quality assurance to drive team performance and enhance overall organizational success. Proven track record of implementing innovative strategies resulting in improved efficiency, customer satisfaction, and patient outcomes. Adept at collaborating with cross-functional teams to streamline operations and achieve organizational goals. Strong communication, leadership, and problem-solving abilities.
Proven track record of optimizing processes and achieving efficiency gains.
Strong leadership skills with the ability to lead and mentor teams effectively.
Proficient in staff training, quality assurance, and performance management.
Solid understanding of healthcare compliance and patient care standards.
Excellent communication, problem-solving, and interdisciplinary collaboration abilities. Call Center Manager 2021 - Present
Advanced ENT
Lead and oversee the daily operations of the call center, ensuring high-quality customer service and efficient call handling.
Develop and implement strategies to optimize call center performance, including staffing, training, and quality assurance.
Monitor key performance indicators (KPIs) and metrics to track call center performance and identify areas for improvement.
Collaborate with other departments to streamline processes and improve overall patient satisfaction.
Manage and mentor call center staff, providing guidance and support to foster professional growth and development.
Key Achievements:
Implemented new call routing system, resulting in a 20% decrease in average call handling time.
Developed comprehensive training program for call center agents, leading to a 15% increase in first call resolution rates.
Introduced performance incentives for call center staff, resulting in a 10% improvement in customer satisfaction scores.
Established quality assurance program to ensure adherence to company standards and regulatory requirements.
Implemented scheduling optimization techniques, resulting in a 15% increase in call center efficiency. Certified Nursing Assistant 2015 - 2021
Hospital of the University of Pennsylvania - Philadelphia, PA
Provide direct patient care, including bathing, dressing, and feeding, ensuring comfort and hygiene.
Assist nurses and medical staff with medical procedures and examinations.
Maintain accurate patient records and documentation in compliance with hospital protocols.
Key Achievements:
Implemented efficient patient care strategies resulting in a 20% reduction in patient wait times.
Recognized by supervisors for exceptional bedside manner and compassionate patient care.
Actively participated in hospital-wide training programs, enhancing team collaboration and patient outcomes.
Certified Nursing Assistant 2013 - 2015
Magee/Jefferson Hospital - Philadelphia, PA
Conducted patient assessments and monitored vital signs, reporting any abnormalities to medical staff.
Assisted in the implementation of patient care plans and rehabilitation programs.
Provided emotional support to patients and families, fostering a positive healing environment. Key Achievements:
Streamlined communication between patients and medical staff, leading to a 15% increase in patient satisfaction scores.
Received commendation for exemplary teamwork and dedication during emergency situations.
Collaborated with interdisciplinary teams to develop personalized care plans, improving patient outcomes. Certified Nursing Assistant 2009 - 2012
The Simpson House Nursing Home - Philadelphia, PA
Assisted residents with activities of daily living, including mobility, grooming, and medication administration. SARITA PORTER
*************@*****.***
5755 Glenridge dr apt 338
SKILLS
SP
CONTACT
Call Center Management
Customer Service
Interdisciplinary Collaboration
Workflow Coordination
Fall Prevention
Operations Oversight
Team Leadership
Administrative Support
Data Management
Healthcare Compliance
Process Optimization
Staff Training
Quality Assurance
Patient Care
Medical Assistance
Communication Skills
Problem-Solving
Time Management
Front Desk Operations
Documentation Management
Available upon request.
REFERENCES
PROFILE SUMMARY
CORE COMPETENCIES
PROFESSIONAL WORK EXPERIENCE
Monitored and reported changes in residents' health status to nursing staff.
Fostered a safe and comfortable environment for residents, promoting their well-being and independence. Key Achievements:
Implemented infection control protocols resulting in a 30% decrease in healthcare-associated infections.
Received recognition for exceptional patient advocacy and support from residents and their families.
Contributed to the development of new resident care initiatives, enhancing overall quality of life. Certified Nursing Assistant/Medical Secretary 2005 - 2009 Chestnut Hill Hospital - Philadelphia, PA
Provided administrative support to medical staff, including scheduling appointments and managing patient records.
Assisted with patient intake processes, ensuring accurate documentation and information gathering.
Collaborated with healthcare team members to coordinate patient care and facilitate efficient workflow. Key Achievements:
Implemented electronic medical records system, increasing data accessibility and reducing paperwork by 40%.
Received accolades for outstanding organizational skills and attention to detail.
Demonstrated leadership in staff training initiatives, improving overall office efficiency. Medical Secretary 1999 - 2004
Lankenau Hospital - Wynnewood, PA
Managed front desk operations, including greeting patients, answering phones, and scheduling appointments.
Transcribed medical notes and correspondence for healthcare providers.
Maintained confidential patient records and ensured compliance with HIPAA regulations. Key Achievements:
Spearheaded the transition to a digital filing system, improving document retrieval times by 50%.
Recognized for exceptional customer service and professionalism by patients and colleagues.
Participated in quality improvement projects, contributing to the hospital's accreditation success. Certified Nursing Assistant 1994 - 1995
Saunders House - Wynnewood, PA
Provided personalized care and assistance to residents with activities of daily living.
Assisted nursing staff with medical procedures and treatments as needed.
Maintained a clean and safe environment for residents, ensuring their comfort and well-being. Key Achievements:
Implemented fall prevention strategies, resulting in a 25% decrease in fall-related incidents.
Received praise for compassionate care and dedication to resident dignity and autonomy.
Actively participated in staff development workshops, enhancing caregiving skills and knowledge. Certification, Central Service Technical Course 2011 William A. Logan Jr. IAHCSMM Instructor
Certification, Certified Nursing Assistant Program 1995 Delaware County Community College
Diploma 1992
Overbrook High School
Applied Skills:
Internet Explorer, Firefox, Microsoft Office Suite, Facsimile, Light Typing, Pegboard accounting, CPR/First Aid, Suicide Prevention, Crisis Management, Anger Management, Epic, and ipayment, Code of Ethics and Boundaries and usage with Mac and PC Compatibles. Contributor, Lupus Foundation 1997 - Present
Contributor, Susan G. Komen Breast Cancer Foundation 2003 - Present EDUCATION
COMMUNITY SERVICE
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