Alexandra Richardson
Temple
Summary
With a proven track record at Baylor Scott & White, I excel in enhancing team performance and customer satisfaction through effective coaching and strong leadership. Demonstrated success in workforce management and technical support, achieving significant improvements in employee engagement and operational efficiency. Skilled in active listening and multitasking, I consistently surpass corporate goals.
Overview
10
10
years of professional experience
Work History
Contact Center Supervisor
Baylor Scott & White
10.2021 - Current
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Directed, guided, coached and mentored team of 20 agents and surpassed individual and corporate goals.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
Quality Analyst
Baylor Scott & White
11.2019 - 10.2021
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Contact Center Specialist- Technical Support
Baylor Scott & White
01.2019 - 11.2019
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Handled escalated calls professionally, diffusing tense situations while finding mutually beneficial resolutions for customers involved parties.
- Provided support during peak periods, ensuring all customers received prompt assistance without compromising service quality.
- Maintained accurate records of customer interactions, documenting details of inquiries, complaints, or comments as well as actions taken.
- Offered personalized solutions to customer issues, resulting in improved loyalty and retention rates.
- Contributed to team success by consistently achieving individual performance goals and targets.
Patient Service Specialist
Baylor Scott & White
06.2017 - 08.2018
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Streamlined insurance verification processes for faster resolution of billing issues, resulting in increased revenue collection.
- Expedited referral processing for specialist visits as needed, ensuring seamless transitions for patients seeking additional care options outside of the primary practice setting.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Lead Teacher
A+ Learning Academy
06.2015 - 04.2017
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Provided a safe and nurturing environment for children, regularly monitoring indoor and outdoor spaces for potential hazards.
- Actively encouraged children to develop their communication, problem-solving and social skills.
- Developed strong relationships with parents through regular communication about their child''s progress and needs.
- Instructed children in health and personal habits, such as eating, resting, and toileting.
- Utilized positive reinforcement strategies to encourage appropriate behaviors among students while minimizing disruptions or conflicts.
- Gathered materials and resources to prepare for lessons and activities.
- Improved classroom management by implementing clear expectations, consistent routines, and age-appropriate rewards systems.
EVS Housekeeper
Baylor Scott & White
11.2014 - 07.2015
- Cleaned and disinfected patient exam rooms, surgery suites, and common areas to promote sanitary treatment and services environment.
- Enhanced cleanliness by thoroughly disinfecting high-touch surfaces in patient rooms and common areas.
- Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards, and other harmful substances.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Completed daily tasks efficiently while adapting to the changing needs of the facility during peak periods or emergencies.
Education
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Hooksett, NH12-2024
Associate of Arts - Business
Temple College
Temple, TX05-2020
High School Diploma -
Academy High School
Little River, TX01-2010
Skills
- Effective coaching
- Call monitoring
- Workforce management
- Compliance
- Strong leadership
- Employee engagement
- Technical support
- Information tracking
- Staff motivation
- Reliability
- Multitasking Abilities
- Excellent communication
- Team collaboration
- Active listening
Timeline
Contact Center Supervisor
Baylor Scott & White
10.2021 - Current
Quality Analyst
Baylor Scott & White
11.2019 - 10.2021
Contact Center Specialist- Technical Support
Baylor Scott & White
01.2019 - 11.2019
Patient Service Specialist
Baylor Scott & White
06.2017 - 08.2018
Lead Teacher
A+ Learning Academy
06.2015 - 04.2017
EVS Housekeeper
Baylor Scott & White
11.2014 - 07.2015
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Associate of Arts - Business
Temple College
High School Diploma -
Academy High School
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