Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Carly Lutes

Client Account Manager
Easton,PA

Summary

Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.

Overview

22
22
years of professional experience
2
2
years of post-secondary education
5
5
Certifications

Work History

Licensed Call Center Supervisor, RN

Ashfield Healthcare
Fort Washington, PA
12.2020 - Current


  • Successfully managed new projects through pre and post launch.
  • Recruited and hired top performers to add talent and value to department with minimal attrition.
  • Onboarded new employees with training and new hire documentation.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Supported and assisted the team to exceed expected client KPIs by creating, organizing and upholding a suitable realistic schedule.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Implemented team-building events to boost morale.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Kept detailed records of daily progress to identify and correct areas needing improvement.
  • Cross-trained existing employees to maximize team agility and performance.


Emergency Room Registered Nurse

Lehigh Valley Hospital And Health Network
Bethlehem, PA
09.2005 - Current
  • Administered different therapies and medications in line with physician orders and treatment plan.
  • Educated patients and answered questions about health condition, prognosis and treatment.
  • Kept optimal supply levels in treatment rooms, triage and other areas to meet typical patient loads.
  • Vaccinated patients to protect individuals from measles, pneumonia, influenza and other illnesses of concern.
  • Teamed on trauma and emergency interventions involving serious head injuries, gunshot wounds and thoracic trauma.
  • Communicated openly and collaboratively with all healthcare staff to organize successful patient care.
  • Answered codes quickly and orchestrated efficient, skilled medical care.
  • Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions.

Licensed Team Lead

Ashfield Healthcare
Fort Washington, PA
02.2020 - 12.2020


  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Reported to my direct line manager on team updates to project specific trainings and progress.
  • Mentored newly hired employees on work instructions, call guides, talking points and job aids.
  • Took on additional job duties during unexpected call volume and assisting in training for compliance purposes.
  • Participated in cross-functional team-building activities.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Coached team members in techniques necessary to complete job tasks.
  • Created and managed schedules, found coverage for short shifts.

Licensed Healthcare Communicator

Ashfield Healthcare
Fort Washington, PA
07.2018 - 02.2020
  • Answered inbound and made outbound calls to answer inquires,educate patients on disease state.
  • Explained features, disadvantages and advantages of [Number] policies to promote insurance sales.
  • Managed patient journey through call center optimization and CRM pull through
  • Achieved or exceeded in KPI expectations.
  • Served as a peer mentor often completing additional tasks
  • Used multiple documentation systems to provide the most up to date and relevant patient account information.
  • Achieved high satisfaction rating through surveys and customer/client feedback
  • Accomplished multiple tasks within established timeframes.

Education

Associate of Applied Science - Nursing

Community College of Philadelphia
Philadelphia, PA
08.2002 - 05.2004

Skills

    ACLS

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Certification

PALS - Pediatric Advanced Life Support

Timeline

Licensed Call Center Supervisor, RN

Ashfield Healthcare
12.2020 - Current

Licensed Team Lead

Ashfield Healthcare
02.2020 - 12.2020

Licensed Healthcare Communicator

Ashfield Healthcare
07.2018 - 02.2020

Emergency Room Registered Nurse

Lehigh Valley Hospital And Health Network
09.2005 - Current

Associate of Applied Science - Nursing

Community College of Philadelphia
08.2002 - 05.2004

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Carly LutesClient Account Manager