Crystal Patton
Atlanta,GA
Summary
Seasoned Contact Center Supervisor with background in overseeing daily operations, ensuring customer service standards and efficiency. Skilled in training and mentoring agents, optimizing workflows, and resolving complex issues. Notable strengths lie in strategic planning, team leadership, performance metrics evaluation, and process improvements to enhance productivity. Have consistently improved client satisfaction rates through effective communication skills and problem-solving abilities.
Overview
22
22
years of professional experience
Work History
Contact Center Supervisor
Bobby Dodd Institute
Atlanta, GA
08.2022 - Current
- Tracked key metrics such as average handling time and first call resolution.
- Conducted regular team meetings to discuss progress, successes, challenges, and opportunities for growth.
- Managed escalated calls from customers who were dissatisfied with their experiences.
- Maintained a high level of professionalism among team members while providing guidance on how to handle challenging customer interactions.
OFFICE MANAGER/Call Center Manager
Waste Pro Atlanta
Atlanta, GA
10.2018 - 07.2022
- Processed payroll accurately ensuring all employees were paid on time.
- Supervised staff members, organized schedules and delegated tasks.
- Analyzed data from various sources to identify trends and make recommendations for improvement.
- Assisted in recruiting, onboarding and training new employees.
- Organized company events including holiday parties, team building activities .
Lead Medication Technician/Nursing Supervisor
HUNTER VILLAGE ASSISTED LIVING
Huntersville, NC
08.2011 - 10.2018
- Ensured that all medications are administered according to physician instructions.
- Maintained accurate records of patient's prescriptions and treatments.
- Collaborated with pharmacy team members on special projects as assigned.
- Adhered strictly to HIPAA guidelines when handling patient information.
- Assisted in the inventory management of controlled substances and other medications.
- Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Participated in team meetings to discuss patient care and medication management strategies.
Lead Medication Technician/Nursing Supervisor
LEE'S LIVING CENTER
Charlotte, NC
02.2003 - 08.2011
- Monitored expiration dates of medications stored in automated dispensing systems.
- Processed refill requests received by telephone or fax accurately and efficiently.
- Instructed staff on proper procedures related to medication administration and storage requirements.
- Conducted weekly drug regimen reviews for accuracy and completeness.
- Adhered strictly to HIPAA guidelines when handling patient information.
Education
High School Diploma -
East Columbus High School
Lake Waccamaw, NC06-1999
Associate of Applied Science - Human Resources Management
Capella University
Minneapolis, MNSkills
- Compliance knowledge
- Call Monitoring
- Employee engagement
- Workforce Management
- Strong leadership
- Quality control optimization
References
References available upon request.
Timeline
Contact Center Supervisor
Bobby Dodd Institute
08.2022 - Current
OFFICE MANAGER/Call Center Manager
Waste Pro Atlanta
10.2018 - 07.2022
Lead Medication Technician/Nursing Supervisor
HUNTER VILLAGE ASSISTED LIVING
08.2011 - 10.2018
Lead Medication Technician/Nursing Supervisor
LEE'S LIVING CENTER
02.2003 - 08.2011
High School Diploma -
East Columbus High School
Associate of Applied Science - Human Resources Management
Capella University
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