Heather Dolan
Parkville,MD
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Well-organized Leader bringing over 5+ years managing and overseeing multiple tasks in busy offices. Commended for consistently driving team success through company procedures enforcement and personnel training. Proficient in various software and database management.
Overview
8
8
years of professional experience
Work History
Call Center Supervisor
National Spine And Pain Centers
11.2015 - Current
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Created team rotations to man center effectively during peak hours.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Trained team members on performance metrics and consumer behavior identification.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Demonstrated leadership skills in managing projects from concept to completion.
- Organized and detail-oriented with a strong work ethic.
- Resolved problems, improved operations and provided exceptional service.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked well in a team setting, providing support and guidance.
Call Center Representative
National Spine And Pain Center
Education
No Degree - General Studies
Howard Community College
Columbia, MDMedical Assistant - Medical Assisting
Fortis Institute
Towson, MD07.2014
Skills
- Process Improvement
- Policies and Procedures Adherence
- Direct Sales
- Remote Office Availability
- Customer communications
- Product and service knowledge
- Complaint Investigation
- Inbound Phone Call Management
- Call Center Operations
- Appointment Scheduling
- Understanding Customer Needs
- Database Research
- Customer Support
- Customer service optimization
- Product Knowledge
- Building rapport
- Performance monitoring
- Problem-solving skills
- [Product or Service] expertise
- Call Control
- Performance Improvement
- Verbal and written communication
- Medical terminology knowledge
- Documentation And Reporting
- System implementation
- Customer Service
- Quality Control
Timeline
Call Center Supervisor
National Spine And Pain Centers
11.2015 - Current
Call Center Representative
National Spine And Pain Center
No Degree - General Studies
Howard Community College
Medical Assistant - Medical Assisting
Fortis Institute
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