Alma Martinez

• Monitored calls for quality assurance purposes.
• Developed processes and systems to improve efficiency within the department.
• Participated in hiring interviews and selection process for new team members.
• Provided guidance, training, coaching and mentoring to call center team members.
• Ensured compliance with company policies and industry regulations.
• Facilitated individual coaching sessions with CSRs to realign productivity goals.
• Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
• Implemented strategies to enhance customer satisfaction and loyalty.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Monitored call recordings to identify areas for improvement and compliance with protocols.
• Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
• Managed staff scheduling to ensure adequate coverage during peak hours.
• Implemented strategies to improve customer satisfaction levels.
• Maintained accurate records of all customer interactions using the company's CRM system.
• Resolved escalated customer complaints in a timely manner.
• Conducted performance reviews of call center staff and documented results.
• Identified areas where additional training was needed among existing staff members.
• Assigned tasks to agents based on their skill set and availability.

• Knowledge of Epic CareConnect systems to complete online transactions, including appointment scheduling, procedure scheduling, and patient encounters.
• Hire, train, coach, mentor, and supervise staff to provide high-quality service to members.
• Coordinate and direct daily shift operations in the center, in collaboration with other supervisors and the department manager.
• Ensure cost-effective operations while remaining within budgetary guidelines on a monthly basis.
• Collaborate with management and other medical departments to plan and achieve goals and objectives.
• Handle escalated calls from members.
• Work with the training team to maintain front-line agents and team leads to support and certify training initiatives.
• Meet or exceed call speed, accuracy, and volume benchmarks on a consistent basis.
• Answer, screen, and process a high volume of calls daily with a call management system and web-based communications.
• Plan staff and training meetings, and schedule conference rooms.
• Set and manage performance benchmarks for employees.
• Create, recommend, and implement policies and procedures for operational and staffing resources.
• Employee scheduling is based on department needs and involves approving time off.

• Managed administration processes, and prepared key reports and documentation.
• Documented and communicated the needed actions to higher management to maintain continuity of work operations.
• Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
• Developed quality assurance standards, and established targets for all staff.
• Created customer surveys to track customer satisfaction.
• Handled escalated customer service concerns to preserve customer satisfaction, and maintain long-term business relationships.
• Gathered, entered, and updated data to maintain department records and database.
• Execute and delegate tasks to team members to fulfill project requirements.
• Interacted with clients to coordinate logistics and gather data.
• Document customer correspondence in CRM to track requests, issues, and solutions.
• Navigated through computer systems to review information and respond appropriately to callers.
• Offer resolutions to de-escalate calls, and solve customer issues.
• Trained and supervised new employees to promote overall team productivity and consistent service.

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