Barbara Ferguson

• Managed over 50 calls per shift, scheduling patient appointments with 98% accuracy and reducing wait times by 15%.
• Collaborated with departments to streamline operations, reducing scheduling errors by 15% and enhancing patient satisfaction.
• Resolved conflicts promptly, ensuring escalations were handled with a 95% success rate.
• Utilized effective communication to de-escalate challenging interactions, fostering a 20% improvement in patient feedback scores.

• Assisted members with weekly renewals and travel bookings, boosting satisfaction scores by 18% through attentive service.
• Enhanced membership satisfaction by 22% through optimized hotel and car rental offerings.
• Guided members in website navigation, resulting in a 15% reduction in call escalations.
• Enhanced customer experiences, contributing to measurable satisfaction increases of over 20%.
• Implemented order processing improvements, reducing booking errors by 15%.

• Resolved customer issues swiftly with a 95% resolution rate, enhancing loyalty and retention.
• Consistently met call guidelines, boosting productivity by 20%.
• Handled escalations with a 100% resolution compliance rate, reducing callbacks by 30%.
• Coordinated with cross-functional teams to resolve escalations, improving response times by 20%.
• Initiated quality assurance reviews in the call center, improving escalation resolution efficiency by 20%.
• Contributed to increased productivity levels through effective time management strategies and organizational skills.

Received inbound calls in large volume fast paced call center from owners to book vacations

• Increased repeat business by establishing strong relationships with clients and maintaining regular communication.
• Maintained detailed records of all client interactions, bookings, and transactions for easy reference when needed.
• Set up payment plans and collected annual maintenance fees.
• Assisted with website navigation.
• Educated members on best way to maximize their ownership and best practices how to obtain premium reservations.
• Promoted dedicated customer service and support by promptly resolving customer complaints.
• Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.