Operations Manager - Call Centers & Healthcare Services Expert

Christopher Wright

Kankakee, IL ***** +1-615-***-**** *************@*****.***

Professional Summary

Customer service and operations leader with 10+ years of experience supervising teams, resolving escalations, and improving service workflows in healthcare, banking, and call center environments. Known for building high-performing teams, improving quality, and driving measurable operational results. Willing to relocate: Anywhere

Work Experience

Housekeeping Supervisor

Prime Healthcare Services

November 2025 to Present

Directed, trained, and evaluated cleaning staff, managing employee performance, resolving operational issues, and controlling onboarding, compliance, and payroll functions to ensure reliable service delivery. EVS Supervisor

Riverside Healthcare

August 2024 to May 2025

Directed, trained, and evaluated cleaning staff, managing employee performance, resolving operational issues, and controlling onboarding, compliance, and payroll functions to ensure reliable service delivery. Relationship Banker

SunTrust Bank now Truist

December 2022 to April 2024

Led high-volume customer support in a banking environment by resolving client concerns, managing service recovery, processing transactions, and collaborating with internal teams to ensure seamless customer experiences. Regional Scheduling Director (call Center)

Monogram Health, Inc

July 2022 to December 2022

Led multi-state customer service and scheduling operations across 5 states, overseeing a team of 40 call center agents and driving a 100% increase in call volume and 50% growth in daily visits. Optimized staffing models and strategic team placement to improve workflow efficiency and reduce errors by 60%, while building and directing a Quality Assurance function to strengthen HIPAA compliance, service quality, and operational consistency. Managed escalated customer issues, workforce planning, hiring, onboarding, and performance improvement initiatives to enhance customer satisfaction and team accountability.

Center Operations Supervisor

Oak Street Health

June 2021 to July 2022

Led daily operations by supervising staff, developing and enforcing SOPs, conducting quality audits, and resolving escalated customer issues to maintain service excellence and operational consistency. Assistant Center Operations Director

Concentra

August 2015 to June 2021

Directed multi-site operations, reducing operating costs by 30% and increasing patient volume by 50% through process optimization, performance management, and strategic resource allocation. Developed and executed marketing initiatives that drove 20% business growth, partnered with executive leadership to implement operational strategies, and led system and technology rollouts to improve efficiency, accountability, and organizational performance. Patient Care Specialist

Jackson Urological Associates

April 2013 to June 2015

Managed patient scheduling, referrals, and pre-authorization processes, which improved both patient care and operational efficiency. I was promoted to patient engagement specialist, demonstrating my capacity to handle greater responsibilities and enhance the patient experience. Service Agent

Enterprise Car Rental

November 2012 to June 2015

Managed customer relations and scheduling for pickup/drop-off, contributing to improved customer satisfaction. Demonstrated flexibility and adaptability in a fast-paced environment, ensuring smooth operations and customer service excellence.

Warehouse Manager

Jackson Madison County School System

June 2007 to December 2011

Management of warehouse operations for the entire District, including inventory control, staff coordination, logistics planning, and process optimization.

Education

Healthcare Management (Bachelor of Science)

January 2016 to February 2019

Medical assistant

West Tennessee Business College

January 2012 to May 2013

Skills

Clinic management Senior leadership Administrative Experience HIPAA Hospital experience Healthcare management Operations management

Certifications and Licenses

Driver's License

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