Jill Hanlin
Hamlin,NY
Overview
26
26
years of professional experience
Work History
Call Center Quality Analyst and Representaive
University Of Rochester, Strong Memorial Hospital
11.2020 - Current
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Played a critical role in reducing average handle time by recommending process improvements based on data analysis.
- Drove employee retention efforts by recognizing top performers and celebrating individual achievements during team meetings.
- Produced detailed and relevant reports for use in making business decisions.
- Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
- Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.
- Gathered clinical information and sent clinical messages to provider.
- Appointment scheduling
Bartender Shift Manager
Batavia Downs Gaming & Ho
07.2009 - 09.2020
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Maintained consistent inventory records by conducting regular audits of liquor supplies, adjusting orders as necessary based on demand trends.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Oversaw and monitored cash drawers and reconciled drawers against cash register reports at close of business.
- Supervised and trained staff on preparing and delivering drinks, handling food, and money and setting up bar at beginning of shift and breaking down at end of shift to facilitate operations.
- Developed new signature cocktails to support bar marketing brand and increase profits.
Operations Manager, Customer Experience
Connor Auto Sales And Uhaul
04.1998 - 08.2000
- Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Improved customer satisfaction ratings by implementing new training programs for staff.
Education
High School Diploma -
Attica Senior High School
Attica, NY06.1995
Skills
- Conflict Resolution
- Customer Service
- Business Process Mapping
- Call Monitoring
Timeline
Call Center Quality Analyst and Representaive
University Of Rochester, Strong Memorial Hospital
11.2020 - Current
Bartender Shift Manager
Batavia Downs Gaming & Ho
07.2009 - 09.2020
Operations Manager, Customer Experience
Connor Auto Sales And Uhaul
04.1998 - 08.2000
High School Diploma -
Attica Senior High School