DEBBIE YOUNG
Katy,TX
Summary
Detail-oriented Customer Service Agent with over 15 years of hands-on experience in diverse call center settings (mostly medical). Customer focused individual proficient in managing inbound calls. Versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships, and strengthen loyalty.
Overview
14
14
years of professional experience
Work History
Operations Supervisor
Westpark Communications
Spring , TX
08.2021 - Current
- Developed incentive programs to motivate staff and increase team performance.
- Conducted regular performance reviews and one on ones and provided constructive feedback to team members.
- Participated in hiring interviews and selection process for new team members.
- Created incentives for employees who achieved high performance standards.
- Reviewed customer complaints to determine appropriate methods for resolution.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Ensured compliance with company policies and regulatory requirements within the call center.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Facilitated communication between team members to foster a positive work environment.
- Managed staff scheduling to ensure adequate coverage during peak hours.
- Assigned tasks to agents based on their skillset and availability.
Telephone Secretary/Shift Leader
Communications Associates
HOUSTON, TX
01.2011 - 08.2021
- Met or exceeded call speed, accuracy, and volume benchmarks on a consistent basis.
- Maintained strong call control, and quickly worked through scripts to address problems.
- Assessed client account information to determine current issues and potential solutions.
- Answered, screened, and processed a high volume of calls daily.
- Managed customer inquiries through telephone and email.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Completed paperwork within established guidelines to document client requests.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations, and resolving problems to maximize efficiency.
- Corrected issues by giving agents targeted, highly constructive feedback.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered patient inquiries, provided information on services, and directed callers to appropriate personnel.
- Ensured compliance with HIPAA regulations when handling confidential patient information.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Provided medical advice over the phone according to established protocols.
- Trained new employees on best practices for working in the call center environment.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Collaborated with physicians, nurses, and other staff members as needed.
- Engaged with callers in an empathetic and professional manner at all times.
- Managed incoming calls and scheduled appointments for patients.
- Recognized by management for providing exceptional customer service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
High School Diploma -
Humble High School
Humble, TX05.1985
Some College (No Degree) - Nursing
Prairie View A & M University
Prairie View, TXSkills
- Database entry
- Report generation
- Employee training and development
- 10-key proficiency
- Mail management
- Issue response and resolution
- Data entry documentation
- Meeting participation
- Sensitive material handling
- Multi-line phone systems
- Invoicing and billing
Timeline
Operations Supervisor
Westpark Communications
08.2021 - Current
Telephone Secretary/Shift Leader
Communications Associates
01.2011 - 08.2021
High School Diploma -
Humble High School
Some College (No Degree) - Nursing
Prairie View A & M University
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