Qualifications Profile Adept at managing daily operations of a 450-seat bilingual customer service center, exercising advanced team-building, supervisory and motivational attributes to drive staff to exhibit productivity and performance excellence. Excel in analyzing existing practices and orchestrating process improvements to drastically elevate customer service and satisfaction while reducing expenses. Proven strengths in operational policy/procedure development, recruiting/staffing, budget administration, forecasting, and seamlessly coordinating customer service delivery across multiple call center sites nationwide. Key Achievements: Championed introduction of patient access initiative at Johns Hopkins Health System featuring 73,000 square foot, 450-seat contact center, hiring more than 100 new patient access representatives, and transferring several hundred existing employees into new environment. Directed overhaul of scheduling telephony throughout all of Hopkins centralized access to enable advanced reporting on service metrics and performance, resulting in month-over-month improvement of all KPIs and a dramatic rise in visit volumes. Spearheaded comprehensive restructuring of Bravo Health's customer service delivery encompassing telephony, staffing, quality assurance, reporting analytics, patient engagement, and communication. Implemented new and complete telephone system at Bravo Health which was keystone to SLA goal achievement and now allows ability to precisely report on call center, line of business, site, and team and agent performance. Propelled retention rates month over month for Bravo Health by instituting specialized group to handle most challenging callers.

Highlights:

• Management
• Contact Center
• operations
• Recruiting and Hiring
• Healthcare
• Call Center
• Call Center
• Computer Telephony Integration (CTI)
• Customer Relationship Management
• Customer Service
• Patient Access
• Operations
• Cadence
• Epic