Jineth Vazquez
Lawrenceville,GA
Summary
Call Center Manager with a strong record of improving operations at Woolfson Eye Institute, including reducing call abandonment rates to 2%. Experienced in problem-solving, Excel, and team coaching, with a focus on improving patient workflows and delivering high-quality service.
Overview
11
11
years of professional experience
Work History
Call Center Manager
Woolfson Eye Institute
Lawrenceville, Georgia
10.2022 - Current
- Recruited, trained, coached, and evaluated call center staff, and led monthly team meetings to communicate goals, performance expectations, and strategic updates
- Analyzed call center data and generate reports on performance for upper management.
- Developed customized Excel documents to track and log call activity, support staff training, and streamline information management for both my team and other managers.
- Collaborated with clinical staff and physicians to streamline patient workflows and ensure accurate, efficient scheduling.
- Successfully reduced call center abandonment rates from 10% to 2% consecutively during my tenure as manager.
- Managed two departments—Call Center and Prescription—with a team of 10 employees, supporting an ophthalmology clinic with 20 physicians.
Call Center Team Lead
Woolfson Eye Institute
Atlanta, GA
06.2017 - 10.2022
- Equipped team members with the knowledge and resources needed to achieve high performance. Delivered comprehensive training to new hires on call management procedures and customer service best practices.
- Consistently met call-time and quality targets by following company policies and standardized scripts.
- Prioritized team and individual goals to effectively achieve business objectives.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Participated in brainstorming sessions, providing feedback and executing new tactics to improve agent performance.
- Achieved proactive one-call resolutions of patient issues.
- Top Performer Representative (20,785 Calls Answered 2021)
Inside Sales Representative/ Call Center
Allgood Pest Solutions
06.2015 - 06.2017
- Resolved customer issues and ensured account accuracy, boosting retention and satisfaction.
- Delivered prompt, accurate support and handled complaints to enhance the customer experience.
- Cross-sold products and services, contributing to revenue growth and expanding client base.
- Quickly mastered software, achieving 3rd place in overall sales in 2015.
- Generated and qualified leads for outside sales, effectively driving new business opportunities.
Education
High School Diploma -
Dacula High School
Dacula, GA05.2010
Skills
- Complex problem solving
- Active listening skills
- Flexibility in handling changed and unexpected challenges
- Spanish and English fluency
- Proficiency in Excel and medical software
- Efficient use of time and resources
- Communication and computer skills
- Complaint resolution
- Documentation and reporting
Hobbies
Reading
Traveling
Arts and Crafts
Languages
Spanish and English
Timeline
Call Center Manager
Woolfson Eye Institute
10.2022 - Current
Call Center Team Lead
Woolfson Eye Institute
06.2017 - 10.2022
Inside Sales Representative/ Call Center
Allgood Pest Solutions
06.2015 - 06.2017
High School Diploma -
Dacula High School