Kat Wagner

Position description The Telecom/Communication Center Operator utilizes the electronic directory database and is responsible for processing incoming and outgoing calls from Mayo Clinic patients, visitors, clinic staff, administrative staff, support staff and the general public, providing the necessary communication assistance in a variety of situations. In accordance with established hospital policies, the operator is responsible for following all general and emergency procedures accurately and in a timely manner which includes making phone calls, overhead public address announcements, pages, and other electronic notifications. The Operator assists all callers in a polite, articulate, professional, and clear manner. Ability to search phonetically in a database is required. Responsibilities and tasks can be repetitive and persistent, but must be supported in a courteous manner through the duration of a full shift. Operator must be able to multitask and accurately process a high rate of telephone calls over an extended period of time. Because the Telecom Center and Communication Center is operational 24 hours a day, preparedness to work any shift's required of all operators. Performs other related tasks and projects as directed

• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Performed clerical work such as sorting mail, restocking supplies and typing documents.
• Worked closely with network administrators and server engineers to deliver quality service.
• Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
• Maintained up-to-date knowledge of emergency call procedures.
• Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
• Operated digital paging system to notify recipients of incoming calls.
• Connected callers with appropriate professional, department or business.
• Searched relevant directories to find contacts, business addresses, and give information for customers and employees.
• Searched relevant directories to find contacts, business addresses, and type information for customers and employees.

* These energetic and friendly professionals provide efficient, helpful telephone support for claims processing and appointment scheduling

• Quickly and professionally answer incoming phone calls from policyholders, insurance agents and/or auto glass shops listening to each customer's needs and concerns

•Gather all necessary information for their claim, including verifying insurance coverage and deductible amounts, with empathy and patience

•Use production/shop locator system to find auto glass provider to quickly and conveniently service customer's vehicles qualifying the damage for a repair or selecting the appropriate glass part for replacement

• Proactively assist the CSR team by answering hold calls as needed

• Help new associates get up and running with orientation and training, as needed

*Train new coming employee's

*Handle complaints

* Do team building skills

• Put together realistic budgets based upon costs and fees for successfully operating business.
• Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
• Monitored staff performance, providing final-say assessment over inquiries.
• Oversaw end-to-end business processes to maintain proficiency and profitability.
• Served as primary point-of-contact with suppliers and contractors to achieve inventory expectations.
• Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
• Trained and motivated employees to perform daily business functions.
• Employed prompt decision-making and in-depth research to resolve issues.
• Provided outstanding coaching to employees to boost productivity.

• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Developed quality employees within call center to take over leadership positions.
• Established and oversaw performance targets for call center associates.
• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
• Managed over 250+ customer calls per day.