Summary
Overview
Work History
Education
Skills
Timeline
Generic

Elizabeth Doyle

San Antonio

Summary

Experienced call center manager with a strong track record of delivering exceptional customer service. Skilled in coaching and training team members to meet and exceed customer service goals. Adept at improving customer satisfaction through effective leadership and strategic problem-solving. Demonstrated expertise in managing high-volume call centers and driving operational efficiency. Committed to delivering top-notch service and fostering positive customer experiences.

Overview

11
11
years of professional experience

Work History

Virtual Receptionist

MatchMD
08.2022 - 10.2023
  • Maintained confidentiality of customer data and information
  • Generated reports on customer service metrics
  • Handled customer complaints and escalated complex issues to appropriate personnel
  • Resolved customer inquiries in a timely and professional manner

Case Manager

ROI Calling Solutions
07.2021 - 09.2022
  • Addressed emergency cases, recommending social and medical interventions if necessary post-assessment
  • Assisted consumers in accessing benefits and services by providing information and education about community resources
  • Developed case files and updated them with all referrals and progress
  • Coordinated with social service staff, suggesting facilities and guiding clients accordingly

Call Center Manager

Smith Hamilton Inc.
04.2019 - 06.2021
  • Analyzed customer feedback to identify areas of improvement and implemented corrective measures
  • Managed a team of 25+ customer service representatives in a fast-paced call center environment
  • Created and maintained customer service reports to track and analyze customer service performance
  • Developed customer service programs to reward customer loyalty and retention

Phone Operator Supervisor

GEM Communications
10.2012 - 05.2020
  • Achieved a 10% quota increase within the first year as supervisor.
  • Trained employees to identify opportunities ensuring direct reports & achieved 100% of individual goals
  • Supervised 20-30 service representatives, including 2 team leads.
  • Responsible for taking challenging phone calls and addressing caller concerns

Education

Associates - Business Management

Elizabeth Doyle
San Antonio, TX
05.2008

Skills

  • Transcription
  • Data Analysis
  • Technology Adaptability
  • Empathy
  • MS Office proficiency
  • Corporate Procedures
  • Leadership
  • Quality Management
  • Account Management
  • Conflict Resolution
  • Statistical Analysis
  • Strong organizational skills
  • Empathy and patience
  • Time management expertise
  • Customer Service-oriented
  • Call routing
  • Problem-solving capacity
  • CRM software
  • Tech-savvy nature
  • Professional phone etiquette
  • Email management
  • Basic IT troubleshooting
  • Follow-up and tracking
  • Typing speed and accuracy
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking and organization
  • Verbal and written communication
  • Microsoft office
  • Data confidentiality

Timeline

Virtual Receptionist

MatchMD
08.2022 - 10.2023

Case Manager

ROI Calling Solutions
07.2021 - 09.2022

Call Center Manager

Smith Hamilton Inc.
04.2019 - 06.2021

Phone Operator Supervisor

GEM Communications
10.2012 - 05.2020

Associates - Business Management

Elizabeth Doyle

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Elizabeth Doyle