Latisha Mitchell
East Windsor,NJ
Summary
Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.
Overview
15
15
years of professional experience
Work History
Call Center Operations Supervisor
LYP Health Management
10.2017 - 07.2023
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led team meetings to review performance, set targets and motivate staff.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Determined quality assurance benchmarks and set standards for improvement.
- Established and oversaw performance targets for call center associates.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Trained and onboarded new agents, maintaining exceptional service standards.
- Analyzed department metrics and performance and reported findings to management.
- Supervised 36 Patient Care Associates in providing excellent customer service to callers requiring assistance for scheduling appointments and questions to their providers.
Contact Center Coordinator
Princeton Medical Group
01.2016 - 10.2017
- Utilized proactive communication abilities to resolve employment-related disputes.
- Coached employees through day-to-day work and complex problems.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Answered phone calls and messages for 30 physicians in a multi-specialty medical facility, scheduling appointments, and handling patient inquiries.
Medical Receptionist
Princeton Medical Group
12.2008 - 01.2016
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance, demographic, and health history to keep information current.
- Transcribed phone messages and relayed to appropriate personnel.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Operated multi-line telephone system to answer and direct high volume of calls.
Education
GED -
Gwinnett College
Lilburn, GA1998
Skills
- Employee Motivation
- Safety Awareness
- Professional Relationships
- Strategic Positioning
- Assignment Delegation
- Microsoft Office
- Performance Tracking and Evaluations
- KPI Tracking
- Electronic Patient Medical Record
- Call Center Software
Timeline
Call Center Operations Supervisor
LYP Health Management
10.2017 - 07.2023
Contact Center Coordinator
Princeton Medical Group
01.2016 - 10.2017
Medical Receptionist
Princeton Medical Group
12.2008 - 01.2016
GED -
Gwinnett College
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