Summary
Overview
Work History
Education
Skills
Certification
Volunteer Positions
Timeline
BusinessAnalyst
Christine Hammond

Christine Hammond

Cincinnati,Ohio

Summary

Developed key skills in collaborative, high-paced medical call center environment, focusing on quality improvement and effective communication. Demonstrated ability to design and implement training programs that meet organizational goals and maintain high standards. Seeking to transition into new field, leveraging transferable skills in program development and quality assurance.

Overview

2025
2025
years of professional experience
1
1
Certification

Work History

Training & Quality Manager

Path Forward
  • Developed, implemented, and maintained a sustainable training program training over 200 employees on multiple clients, applications, and customer service
  • Planned and conducted training lessons and materials based on individual associates and company needs
  • Developed and implemented a Quality Department, and maintain day-to-day operations
  • Acted as a client representative and resource during client implementations of training the trainer and building customer relationships
  • Work collaboratively with Operations and HR onboarding for the first US-based medical call center providing 24/7 access to patients for scheduling appointments, connecting with a provider, and inputting documentation via EHR system
  • Boosted overall company productivity by identifying skill gaps and providing targeted training solutions.
  • Improved training quality by implementing innovative teaching methods and tools.
  • Collaborated with management to align training initiatives with organizational goals and objectives.
  • Spearheaded the adoption of new technologies throughout the organization, increasing efficiency in both content creation/delivery processes as well as data analytics/assessment measures.

Patient Contact Center Supervisor

Path Forward
  • Supervised daily employee statistics for individual improvement
  • Oversaw and executed team towards lower handle times and increased call intake while still maintaining customer satisfaction excellence
  • Coached employees on positives and errors that may have occurred to ensure understandability and increase customer and client satisfaction
  • Awarded several promotions based on outstanding performance in project management, time management, continuous improvement, and product development
  • Created a positive work environment, fostering strong teamwork and agent engagement.
  • Supervised and tracked phone and email activity using various contact center applications and software tools.
  • Reduced average handling time with effective coaching and feedback sessions for agents.
  • Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.

Call Center Agent

Path Forward
  • Developed, implemented, and maintained a client support project team to assist in client satisfaction
  • Built rapport with providers, office managers, patients, and coworkers
  • Maintained low handle times while increasing customer satisfaction
  • Maintained zero errors while increasing personal call volume from an average of 40 calls per day to over 100 calls per day while sustaining concierge customer and client satisfaction
  • Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
  • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
  • Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
  • Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.

Business Administrative Professional/Marketing

Cincinnati Circus Company
01.2024 - Current
  • Created and maintained carnival ride books as well as an online database
  • Overhauled and streamlined the delivery schedule for efficiency and ease of use
  • Responsible for creating all Marketing materials: social media, email promotional blasts, flyers, and brochures
  • Responsible for booking all hotels for all of the entertainers for out-of-town events
  • Responsible for renting pick-up trucks for entertainers for all out-of-town events
  • Update and print Playbills for Murder Mystery parties
  • Upload, sort, and maintain photos of entertainers and rides for all events
  • Obtaining Tent, Stage, & Building permits for events
  • Set up ride and inflatable yearly state safety inspections ensuring we maintain compliance with all applicable laws and regulations
  • Maintain vehicle and trailer database and obtain yearly licensing requirements
  • Designed Thank You cards; hand-wrote thank you cards and sent them to all clients who hire us for events
  • Responsible for creating hiring ads and posts, and hiring new employees
  • Responsible for all new hire paperwork
  • Created templates for weekly emails sent from different departments
  • Ordering and organizing supplies as needed
  • Create bins for pay-to-play events including all start-up cash, ride books, ride tickets and wristbands, ride signs, and all other items needed for the event supervisor
  • Collect, count, and log all cash and electronic monies from pay-to-pay events

Quality Director

Path Forward/LYP
02.2014 - 02.2023
  • Company Overview: LYP Health Management (formerly Path Forward)
  • Observed quality analytics dashboard for associate performance
  • Monitor client trends and satisfaction through CrewHu
  • Developed, implemented, and maintained a sustainable Quality program for the first US-based 24/7 medical call center
  • Spearheaded quality improvement plans based on individual associates and approved documented workflow through CRM
  • Execute day-to-day leadership decisions by verifying information from multiple resources to identify issues
  • Collaborated with internal and external teams to improve workflow processes and associate performance for a medical call center
  • Empowered team and associates by providing positive and constructive feedback
  • Inspired and sustained team unity and engagement by developing, motivating, and guiding the Quality team to achieve results
  • LYP Health Management (formerly Path Forward)
  • Managed root cause analysis investigations, determining underlying issues in product failures and implementing corrective actions as necessary.
  • Managed and archived quality documentation and participated in internal and external quality audits.
  • Facilitated cross-functional team collaboration, ensuring seamless communication between departments regarding quality matters.
  • Evaluated quality problems and performed assessments to identify and resolve issues.

Various Kitchen Positions

01.2000 - 02.2014
  • Max & Erma's Restaurant: Line Cook, Expo, Dishwasher, Bartender, Server, Trainer, Assistant Manager
  • First Watch: Server
  • Millenium Hotel: Server, Banquet Caterer
  • TenderCare Learning Development Center: Head Chef; responsible for breakfast, lunch, and snacks
  • Taught class once a week to older students on how to cook easy meals they could make themselves
  • Responsible for all inventory, food costs, paperwork for federal funding, and purchasing

Education

Culinary Arts -

Cincinnati State
01.2014

Diploma -

Norwood High School
01.2002

Skills

  • Microsoft Suite

  • PowerBI

  • Digital Chalk

  • Doc Halo

  • Connectwise-ticketing system

  • CrewHu

  • IVY Works-powered by Spice CRM

  • Google Suite

  • Verbal communication

  • Call center operations

  • Effective coaching

  • Training evaluation

  • Internal auditing

  • Adaptability to situations

Certification

  • SCRUM Master Certification, 05/01/23, University of Cincinnati
  • DevOPS Certification, 05/01/23, University of Cincinnati

Volunteer Positions

  • Weekly Food Delivery, Table of Hope
  • Weekly Library Assistance, St. Teresa of Avila School
  • Volleyball Coach, Soccer Coach, Basketball Coach, Baseball Coach, St. Teresa of Avila School
  • Education Commission, St. Teresa of Avila Parish

Timeline

Business Administrative Professional/Marketing

Cincinnati Circus Company
01.2024 - Current

Quality Director

Path Forward/LYP
02.2014 - 02.2023

Various Kitchen Positions

01.2000 - 02.2014

Diploma -

Norwood High School

Training & Quality Manager

Path Forward

Patient Contact Center Supervisor

Path Forward

Call Center Agent

Path Forward

Culinary Arts -

Cincinnati State

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Christine Hammond