MARIA WASHINGTON
COMMUNITY HEALTH CENTER
Conroe,TX
1
Certification
14
years of professional experience
MBA-prepared bilingual (English/Spanish) healthcare contact center operations professional with more than 10 years of experience supporting high-volume service environments. Proven success in quality assurance, employee coaching, workforce coordination, performance monitoring, onboarding, training, patient experience, and process improvement initiatives. Experienced in resolving escalations, improving service quality, supporting operational efficiency, and helping teams achieve performance goals. Recognized for collaborating with leadership to drive operational excellence, enhance employee performance, and deliver exceptional customer and patient experiences.
Work History
Senior Call Center Specialist
2 Years 4 Months- Conduct quality assurance reviews and provide coaching to team members to improve service quality, productivity, compliance, and patient satisfaction.
- Monitor workforce adherence, scheduling performance, and key operational metrics within a high-volume healthcare contact center.
- Collaborate with leadership on performance improvement initiatives, workflow optimization, and service excellence strategies.
- Resolve complex patient concerns, escalations, and technical issues while ensuring a positive patient experience.
- Serve as a resource for team members by providing guidance, support, and problem resolution assistance.
Call Center Specialist II
1 Year 10 Months- Led onboarding and training activities for new hires.
- Assisted with workforce coordination and staffing coverage to maintain service levels.
- Provided real-time support and guidance to team members.
- Helped improve employee performance through coaching and process education.
- Supported quality initiatives by assisting team members with process questions, workflow guidance, and customer service best practices.
Call Center Specialist
1 Year 4 Months- Managed high-volume patient scheduling, registration, and service requests.
- Coordinated medication refill requests and patient follow-up activities.
- Delivered HIPAA-compliant service while maintaining quality standards.
Bilingual Customer Service Representative
6 Months- Provided bilingual (English/Spanish) customer service support for taxpayers in a high-volume contact center environment.
- Assisted customers with complex account inquiries while maintaining strict confidentiality and compliance standards.
- Resolved customer concerns through effective problem-solving, active listening, and accurate information delivery.
- Met productivity, quality, and performance goals in a fast-paced service environment.
- Documented customer interactions accurately while adhering to established procedures and federal guidelines.
Bilingual Client Experience Associate
3 Years 11 Months- Provided bilingual (English/Spanish) customer support across multiple client accounts in a high-volume remote environment.
- Assisted customers with account management, appointments, billing inquiries, and service-related concerns.
- Resolved escalated customer issues through effective problem-solving and strong communication skills.
- Maintained quality, productivity, and customer satisfaction standards while meeting performance goals.
- Built positive customer relationships by delivering professional, timely, and accurate service.
Bilingual Sales Agent
4 Years 1 Month- Provided bilingual (English/Spanish) sales and customer service support in a high-volume contact center environment.
- Assisted customers with product inquiries, account management, billing concerns, and service-related issues.
- Built strong customer relationships through effective communication, active listening, and problem-solving skills.
- Met or exceeded productivity, quality, and customer satisfaction goals.
- Resolved customer concerns professionally while promoting products and services that met customer needs.
Education
MBA - Business Administration
BBA - Business Administration
Associate of Science - Associate of Science in General Studies
Skills
Contact Center Operations
Team Leadership & Coaching
Quality Assurance (QA)
Workforce Management Support
KPI Monitoring & Reporting
Performance Improvement
Patient Experience
Escalation Resolution
Employee Development
Service Level Management
Operational Excellence
Training & Onboarding
Healthcare Operations
Process Improvement
Bilingual English/Spanish
Microsoft Office & Excel
Accomplishments
- Promoted from Call Center Specialist to Senior Call Center Specialist.
- Selected to support quality assurance reviews and employee coaching initiatives.
- Trained and onboarded new team members in a high-volume healthcare contact center environment.
- Supported patient scheduling, registration, appointment management, and service operations while maintaining HIPAA compliance and high patient satisfaction standards.
- Recognized as a trusted resource for coaching, mentoring, and assisting team members with complex patient service issues.
Certification
- Texas Notary Public
- Certified Loan Signing Agent
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Senior Call Center Specialist
COMMUNITY HEALTH CENTER
05.2024 - CurrentRead More
Call Center Specialist II
COMMUNITY HEALTH CENTER
07.2022 - 05.2024Read More
Call Center Specialist
COMMUNITY HEALTH CENTER
03.2021 - 07.2022Read More
Bilingual Customer Service Representative
MAXIMUS (IRS CONTRACT)
09.2020 - 03.2021Read More
Bilingual Client Experience Associate
WEST AT HOME
09.2016 - 08.2020Read More
Bilingual Sales Agent
ALORICA AT HOME
11.2012 - 12.2016Read More
Angelo State University
MBA from Business Administration
Read More
Sam Houston State University
BBA from Business Administration
Read More
Howard College
Associate of Science from Associate of Science in General Studies
Read More