Alben Campbell
Corona,NY
Summary
Results-driven professional with substantial experience in training, development, and project management essentially within call centers. Exceptional communicator with strong negotiation, problem resolution and the ability to assess customer needs. Equally effective at identifying opportunities, developing focus, and providing tactical solutions.
Overview
21
21
years of professional experience
Work History
Communications/Call Center Manager
EMS Communications
Bronx, NY
10.2022 - 11.2023
- Oversaw a high-volume 24-hour call center of 30 employees; provided leadership and direction in the planning, development, implementation, and monitoring of operational goals
- Ensured the department and to a certain extent, the organization met or exceeded all governmental, regulatory and accreditation standards in all areas of day-to-day operations
- Along with the Operations Manager, oversaw and supervised a large fleet of 70+ ambulances
- Established and maintained a positive working relationship with clients and partners outside the organization which resulted in a high client retention rate and an increase of clientele
- Ensured that customers’ questions and problems were resolved properly and quickly
- Addressed challenging customers and problems that require escalation outside of the department
- Analyzed call center data and prepared reports for upper management
- Worked with fellow leadership and human resources and created incentive and compensation plans for employees inside and outside the department which improved worker morale
- Achieved an increase of 15% in monthly call volume all the while reducing the monthly budget by 10% by implementing a new performance tracking system identifying weaknesses and areas of improvement
- Maintained payroll for 400 employees; tracked overtime payments to ensure company costs were controlled
- Demonstrated a calm demeanor during periods of extremely high volume or unusual events and manage smooth transitions thereafter to keep the operations of the department running smoothly
- Hired and supervised the training of call center personnel
- Evaluated staff effectiveness and performance monthly or on an at-need basis.
Communications/Call Center Dispatch Supervisor
Citywide Mobile Response
Bronx, NY
01.2015 - 09.2022
- Supervised in a high-volume 24-hour call center; evaluated all incoming non-emergent calls to choose appropriate response to jobs and delegated tasks efficiently
- Communicated regularly with peer supervisors and Communications Center Manager about operational issues, observations, insights, and suggestions
- Supported and upheld all policies, procedures, and protocols associated with the operations of the Communications Center and the company
- Tracked, supervised and dispatched to a large fleet of 70+ ambulances over 350 trips daily
- Received emergency calls from patients and clinics; coordinated their transport to the ER while maintaining the utmost professionalism over the phone to ensure customer/patient satisfaction
- Reviewed all paperwork of in-house call takers; ensured that all paperwork was accurately completed, and correctly filed away
- Trained and developed in-house staff which consisted of call takers and dispatchers; took part in training of road staff which consists of EMT personnel
- General maintenance of office files and clerical work.
Sales Associate
Party City
Elmhurst, NY
01.2014 - 01.2016
- Assisted customers with their needs and answered all forthcoming questions
- Received weekly freight and coordinated stockroom to allow for easy transition from stockroom to floor
- Trained and help developed new hires.
Communications/Call Center Dispatch Supervisor
Flushing Hospital Medical Center
Flushing, NY
01.2008 - 07.2014
- Arranged patient transport to and from appointments within the hospital, as well as nearby clinic appointments
- Took in emergency calls from patient and clinics and took the appropriate responses necessary
- Input and verified patient’s demographics and insurance info into hospital database
- Maintained continuity among Emergency Management, hospital administration and communications by documenting and communicating actions, sending out pages across the network
- Recorded call volume into the company log; as well as documented inventory
- Arranged scheduling of EMT staff for the week
- Successfully suggested and implemented new codes for categorizing our calls
- Maintained a low mission time and high worker efficiency rate
- Took part in the training and developing of new EMT personnel.
Electronics Dept. Manager/Customer Service Rep
Target Corporation
Rego Park, NY
01.2003 - 01.2007
- Managed a team of 12 employees which duties consisted of but not limited to; training, evaluating, scheduling, taking the appropriate disciplinary actions if necessary; under my guidance and leadership two employees in my department would go on to be promoted into managerial positions
- Ensured the entire department was up to date on sales floor news
- Executed merchandise transition; planned pre-transitions of my team and worked closely with store’s presentation team to ensure sets were completed in a timely manner
- Took lead in guest services, actively sought out guests to assist and ensured that the team did so as well
- Under leadership, sales for the department were consistently in the top ten of the company.
Education
Business Administration -
Queensborough Community College
12.2010
Skills
- Performance Coaching
- Consultative Feedback
- Training Development and Implementation
- Team Building
- Multi-task Capabilities
- Customer Experience Management
Home
(718) 271-9801
Timeline
Communications/Call Center Manager
EMS Communications
10.2022 - 11.2023
Communications/Call Center Dispatch Supervisor
Citywide Mobile Response
01.2015 - 09.2022
Sales Associate
Party City
01.2014 - 01.2016
Communications/Call Center Dispatch Supervisor
Flushing Hospital Medical Center
01.2008 - 07.2014
Electronics Dept. Manager/Customer Service Rep
Target Corporation
01.2003 - 01.2007
Business Administration -
Queensborough Community College