JACK MARTIN
Spartanburg,South Carolina
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results, and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
16
16
years of professional experience
Work History
Customer Services Manager
Corporate Headquarters
Greenville, SC.
- Position in Anderson, SC and then Waynesville, NC
- Proficient in the following desktop applications including:
- Microsoft Word and Excel
- Microsoft CRM
- Creatio (Customer Relationship Management Software)
- Epic (Call Hub, Covid Vaccine Scheduling/Registration, Appointment Scheduling and Patient Referral Processing)
- Telmediq application
- Cisco Finesse application
- Workday application
- OnBase Integration and Transcribing Patient Referrals into Epic
- Learning Hub application
Supervisor
Covid Vaccine Call Center and Contact Call Center, Prisma Healthcare
Greenville, SC
01.2021 - Current
- Served in a customer service supervisory position for the Covid Vaccine and Contact Call Centers
- Responsible for assisting in the implementation of standards and practices for Contact Call Center
- Directly responsible for hiring and training contract employees to staff the Prisma Health Covid Vaccine Call Center
- Created and implemented initial agent review process in order to measure standards for the call center
- Created and implemented a Microsoft One Note online system for housing all documented resources for the Covid Vaccine Call Center
- Assisted in creating and implementing new Team Lead positions to assist all agents with daily activities
- Responsible for assisting in hiring and training new call center agents for the call center
- Assisting other staff and team members to create and implement standards, expectations, and guidelines for all contact call center employees
- Responsible for assisting new agents with systems logins and technical operations issues
- Responsible for assisting non-Prisma physicians’ offices with scheduling on-call staff in Telmediq
- Responsible for day-to-day supervisory duties within the call center
- Currently serving in a supervisory position in the Contact Center Appointment Scheduling and Referral Processing Department
- Supervise a team of 14 agents who are responsible for inbound and outbound calls to set appointments for patients who have referrals from specialty providers
- Responsible for processing referrals for the following specialty offices: Gastroenterology, Dermatology, Cardiology, Pulmonary and Sleep Medicine, and Pain Medicine
- Responsible for assisting in interviewing, hiring, and training new appointment scheduling agents for the Contact Center
- Assisting the leadership team with implementing standards and guidelines for the scheduling and referral agents
- Responsible for tracking department metrics and KPIs to measure weekly and monthly performance standards of agents.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Worked with management team to implement proper division of responsibilities.
Leader Support Representative/Regional Ministry Consultant
Upward Sports
Spartanburg, SC
07.2005 - 09.2020
- Customer service and account management position supporting church leaders across the United States to implement and operate sports ministry programming
- Strong emphasis on supporting leaders/clients through building lasting relationships
- Provide phone and online support to church partners
- Provide training to equip ministry leaders to create and implement programming
- Register prospective leaders for online training
- Provide IT support to churches in regards to various systems needed to operate the program
- Manage customer interactions in Customer Relations Management (CRM) database
- Document all inbound and outbound customer interactions
- Assist customers in placing orders for all program items for player participants
- Assist in various outbound calling projects
- Strong emphasis on building relationships with customers in six-state region via phone conversations and by making in-person visits to church leaders in Delaware, North Carolina, Kentucky, Maryland, Tennessee, and West Virginia.
Education
Associates Degree - Biblical Studies
Liberty University
Graduated with Diploma - undefined
Gaffney High School
1976
Skills
- Staff Management
- Epic Production experience
- Training and mentoring
- Interpersonal Communication
- Team Building
Timeline
Supervisor
Covid Vaccine Call Center and Contact Call Center, Prisma Healthcare
01.2021 - Current
Leader Support Representative/Regional Ministry Consultant
Upward Sports
07.2005 - 09.2020
Customer Services Manager
Corporate Headquarters
Associates Degree - Biblical Studies
Liberty University
Graduated with Diploma - undefined
Gaffney High School
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