Leigh Freehart
Portland,ME
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. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Experienced in leading and directing call center operations with more than 60 employees with 8 years of Call Center experience, and over 20 years of medical experience.
Overview
34
34
years of professional experience
Work History
Call Center Supervisor
ModivcareLLC
03.2015 - 01.2023
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Determined quality assurance benchmarks and set standards for improvement.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Supervised 60+ CSR'Ss in providing excellent customer service to callers requiring assistance for medical transport and transportation issues.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Collaborated with training team to boost product support and certification training initiatives. Being a trainer in my prior position, I was uniquely given the ability to work closely with the new trainer and trained him in all aspects of the training environment
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
Trainer
ModivcareLLC
03.2015 - 01.2023
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Introduced standardized training for cohesive learning environments.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Implemented diverse instructional methods, optimizing trainee engagement.
- Developed individualized training plans to achieve staff readiness.
- Developed effective training plans based on department needs and objectives.
- Prepared and presented supplementary learning material to support structured lessons.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Contributed to reductions in employee turnover by revamping training programs.
- Recruited and trained new members of guest service team.
- Tracked attendance and evaluated progress for assigned trainees.
- Educated clients on proper use of products and systems.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Tracked attendance and evaluated progress for assigned trainees
- Implemented new training courses after assessing corporate data and identifying employee weaknesses
LPN- Medical Surgical Unit
Medical Center Of Vermont
11.1988 - 05.1991
- Provided inpatient care to diverse population of adult medical and surgical patients.
- Clearly and thoroughly explained diagnoses, treatment options and procedures to patients and loved ones, checking in to verify understanding.
- Educated patients and families on disease diagnosis, prognosis and post-operative care.
- Circulated assigned floor to measure and record patients' fluid and food levels, implementing measures to promote healthy intake and output as necessary.
LPN, Private Duty
Howard Mental Health
10.1991 - 09.1997
- Reported general, physical and mental condition of patients to support care initiatives.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Used aseptic techniques to provide sterilized wound care and dressing applications.
- Maintained open availability to rotate through on-call periods, night shifts and weekend visits.
Education
High School Diploma -
Saint Thomas Aquinas High School
Dover, NH06.1983
Complication Certificate - Theology
Word Of Life Bible Institute
Pottersville, NY08.1985
Licensed Practical Nurse - Practical Nursing
Fanny Allen School of Practical Nursing
Winooski, VT05.1987
Skills
- Employee Engagement
- Individual Sessions
- Training Delivery
- Scheduling Proficiency
- Handling Complaints
- Reading Comprehension
- Microsoft Office
- Employee Coaching and Mentoring
- Information Tracking
- Job Assignments
- Training Coordination
- Report Writing
- Efficient Service
- Collaborative Environments
- Customer Needs Assessments
- Customer Care
- KPI Tracking
- Behavior Identification
- Customer Loyalty
- Client Satisfaction
- Quality Control
- Professional Relationships
- Team Coaching
- Consistent Presentations
- Safety Rules
- Motivational Leadership
- Morale Improvements
- Effective Customer Communication
- Guest Services
- Quality Assurance
- Employee Support
- Customer Feedback
- Employee Motivation
- Special Assignments
- Disciplinary Action
- Contact Center Software
- Corrective Actions
- Safety Awareness
- Call Center Strategy
- Hiring Oversight
- Key Performance Indicators (KPIs)
- Keyboard Entry
- Constructive Feedback
- Annual Performance Reviews
- Timekeeping Abilities
- Meeting Coordination and Support
- Personnel Recruitment
Accomplishments
2016-2017
Project Lead on a Rationalization Project, combining Maine, Mass, Rhode Island and New York traveling to the individual states to learn and bring back the policies and procedures to Maine to train the CSR 's in Maine on the other states P & P to assist the members of the additional states.
2018-2019
Project Lead on a Virtual Classroom implementation .
2020-2022
Creating with the Manager of the Call Center a remote work force ( to accommodate the Corona virse19) new demands of being able to allow employee's to work from home.
Timeline
Call Center Supervisor
ModivcareLLC
03.2015 - 01.2023
Trainer
ModivcareLLC
03.2015 - 01.2023
LPN, Private Duty
Howard Mental Health
10.1991 - 09.1997
LPN- Medical Surgical Unit
Medical Center Of Vermont
11.1988 - 05.1991
High School Diploma -
Saint Thomas Aquinas High School
Complication Certificate - Theology
Word Of Life Bible Institute
Licensed Practical Nurse - Practical Nursing
Fanny Allen School of Practical Nursing
Employee of the Month X 2
I was given the EOM honor for going above and beyond the "job description" and putting my heart and care into new hires and mentoring of CSR'S.
Meeting people where they are and giving exceptional quality customer service, specializing in the "difficult caller" became my forte.
Employee of the Month X 2
I was given the EOM honor for going above and beyond the "job description" and putting my heart and care into new hires and mentoring of CSR'S.
Meeting people where they are and giving exceptional quality customer service, specializing in the "difficult caller" became my forte.