Dwyshaah Close
Plainfield,NJ
Summary
Dynamic leader in workforce management, specializing in the enhancement of customer service protocols. Proven track record in recruitment, training, and driving performance improvements, utilizing strong leadership and advanced Microsoft Excel skills. Achieved significant productivity benchmarks while demonstrating exceptional communication and team coaching abilities. Seeking a role that values hard work and dedication.
Overview
5
5
years of professional experience
Work History
Call Center Manager
The Macallan Group, LLC
Hoboken, USA
02.2023 - Current
- Lead and coached a team to consistently meet performance and customer service goals
- Created mock call scenarios to enhance the interview process and onboarding experience
- Oversaw scheduling and provided support for escalated customer complaints
- Developed and implemented new employee training programs, leveraging social media platforms for recruitment
- Addressed patient concerns, resolved insurance issues, and ensured compliance with regulations
- Analyzed financial reports (Accounts Receivable, productivity) for management review
- Managed facility operations, including repairs, upgrades, and vendor relations
- Led hiring, training, and performance evaluations for staff
- Ensured accurate payroll processing and timely submissions
- Managed clinician schedules and upheld confidentiality protocols
Practice Manager
Redefine Healthcare
Edison, USA
10.2022 - 04.2024
- Addressed patient concerns, resolved insurance issues, and ensured compliance with regulations
- Analyzed financial reports (Accounts Receivable, productivity) for management review
- Managed facility operations, including repairs, upgrades, and vendor relations
- Led hiring, training, and performance evaluations for staff
- Ensured accurate payroll processing and timely submissions
- Managed clinician schedules and upheld confidentiality protocols
- Directed billing functions, addressed patient concerns, and handled insurance-related issues
- Monitored financial and productivity metrics to optimize operational efficiency
- Managed office maintenance and vendor relationships
- Led staff recruitment, training, and performance evaluations
- Ensured compliance with all federal and state healthcare regulations
Practice Manager
Altair Health
Morristown, USA
10.2021 - 04.2024
- Directed billing functions, addressed patient concerns, and handled insurance-related issues
- Monitored financial and productivity metrics to optimize operational efficiency
- Managed office maintenance and vendor relationships
- Led staff recruitment, training, and performance evaluations
- Ensured compliance with all federal and state healthcare regulations
- Conducted monthly chart audits to ensure regulatory compliance
- Collaborated on preventive initiatives and reported on healthcare outcomes
- Contributed to strategic planning efforts to improve health delivery
Practice Manager
Premier Brain & Spine LLC
Edison, USA
12.2019 - 10.2021
- Addressed patient concerns, resolved insurance issues, and ensured compliance with regulations
- Analyzed financial reports (Accounts Receivable, productivity) for management review
- Managed facility operations, including repairs, upgrades, and vendor relations
- Led hiring, training, and performance evaluations for staff
- Ensured accurate payroll processing and timely submissions
- Managed clinician schedules and upheld confidentiality protocols
- Directed billing functions, addressed patient concerns, and handled insurance-related issues
- Monitored financial and productivity metrics to optimize operational efficiency
- Managed office maintenance and vendor relationships
- Led staff recruitment, training, and performance evaluations
- Ensured compliance with all federal and state healthcare regulations
- Supervised a team of 23 clinicians, ensuring effective scheduling
- Oversaw recruitment, training, evaluations, and disciplinary actions
Education
CMAa -
CMAA
South Plainfield, NJ03.2023
Skills
- Time management
- Physical examinations
- Microsoft word
- Communication skills
- Computer literacy
- Leadership
- Microsoft excel
- Documentation review
- Customer service
- Scheduling expertise
- Script development
- Innovation skills
- Process updates
- Employee engagement
- KPI tracking
- Performance updates
- Quality controls
- Staff training
- Call center operations
- Workforce management
- Call center customer service
- Recruitment and hiring
- Call routing
- Team coaching
- Call monitoring
- Employee motivation
- Strong leadership
- Complaint resolution
- Productivity standards
- Performance improvements
- Productivity benchmarks
- Escalation management
- Report preparation
Timeline
Call Center Manager
The Macallan Group, LLC
02.2023 - Current
Practice Manager
Redefine Healthcare
10.2022 - 04.2024
Practice Manager
Altair Health
10.2021 - 04.2024
Practice Manager
Premier Brain & Spine LLC
12.2019 - 10.2021
CMAa -
CMAA
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