Christine Eckert
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
9
9
years of professional experience
Work History
Team Lead
Honor Technology, Inc.
Austin, Texas
10.2019 - Current
- Operations Associate promoted to Team Lead. Well organized start up with series E funding. Honor is a a non medical elder care company. Honor works as a type of call center, with abilities to text. Scheduled client visits and staffing caregivers, Advocated for clients during emergencies.
- Coached new team members on service techniques and provided scoring through quality assurance program. I was part of small group that trained the first wave of Operations associates that trained in the work from home environment at the beginning of the pandemic. All associates have been promoted within the company to bigger roles.
- Resolved customer service issues using company processes and policies and provided updates to clients.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Greeted clients and listened closely to problems described to determine solutions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of clients.
- Escalated issues to Client Managers when standard processes were not effective.
- Managed more than 15 Operations Associates daily.
- Maintained client and caregiver satisfaction with forward-thinking strategies focused on addressing needs and resolving concerns.
- Launched a pilot program that engaged employees as a cohesive team in the work from home environment. The pilot resulted in a connected team that worked well together and helped the team go above metrics as a result. This pilot has since moved to the entire company.
Team Lead
Parralon, St. David's South Austin
Austin, Texas
01.2015 - 10.2019
- Directed and supervised team of 4 to 8 engaged in registration and career development.
- Instructed junior team members on protocols and procedures of each station to maximize contributions.
- Participated in cross-functional team-building activities.
- Trained new team members by relaying information on company procedures.
- Worked different stations to provide optimal coverage and meet production goals.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Maintained Quality Assurance statistics and reported results to Supervisor
- Oversaw the daily activities of the registration area to insure department standards were met.
- Worked closely and professionally with nursing and ancillary departments in effort to maintain a teamwork approach.
- Secured all signatures necessary for treatments, release of medical information, assignment of insurance benefits and payment of services from legally responsible patients.
- Demonstrated knowledge of occurrence reporting system and utilized system to report potential patient safety issues.
- Acted in capacity of supervisor, in his/her absence, and informed Supervisor of all issues upon his/her return.
- Exceeded metric goals several years in a row.
Mental Health Associate
San Marcos Treatment Center
San Marcos, Texas
12.2013 - 01.2015
- Communicated effectively, both orally and in writing, with patients from diverse backgrounds.
- Strategized with clinical team to prevent inmate diversion, abuse and recidivism.
- Observed and monitored client behavior and responses to treatment.
- Worked collaboratively with other mental health professionals to provide consistent care and minimize diversion.
- Consulted with other staff members regarding treatment plans as deemed appropriate by team leader.
- Displayed sensitivity to cultural and linguistic needs of clients and families served.
- Encouraged patients to discuss experiences in group and individual settings.
Education
No Degree - Radiation Therapy
Texas State University
San Marcos, TXAssociate of Science - Healthcare
Texas State Technical College - Harlingen
Harlingen, TXSkills
- Team-Building Exercises
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Responding to Difficult clients and caregivers
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
- Process Improvement Initiatives
- Confidentiality Requirements
- Call Volume and Quality Metrics
- Livechat Messaging
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- Proficiency in Microsoft Office and G Suite
- Proactive Self-Starter
Timeline
Team Lead
Honor Technology, Inc.
10.2019 - Current
Team Lead
Parralon, St. David's South Austin
01.2015 - 10.2019
Mental Health Associate
San Marcos Treatment Center
12.2013 - 01.2015
No Degree - Radiation Therapy
Texas State University
Associate of Science - Healthcare
Texas State Technical College - Harlingen