JACQUELINE RUSSELL

• Supervised front-end operations to ensure efficient customer service delivery.
• Implemented best practices for handling customer inquiries and complaints.
• Trained staff on customer interaction and problem-solving techniques.
• Resolved escalated customer issues with professionalism and empathy.
• Collaborated with management to enhance the customer experience strategy.
• Monitored customer satisfaction levels through surveys and feedback forms.

Analyzed customer feedback data to identify areas for improvement in service delivery.

• Developed training materials for new employees on service protocols.

• Supervised daily operations of call center team at Baylor Health Care System.
• Oversaw a team of 15 agents in daily operations.
• Managed annual evaluations, time and attendance, policy enforcement, scheduling, and coaching to enhance team performance.
• Monitored call quality to ensure adherence to healthcare service standards and improve service delivery.
• Reviewed calls to uphold quality assurance standards and improve customer satisfaction.
• Trained and mentored new call center staff on best practices and procedures.
• Trained staff periodically on new procedures and software.