Summary
Overview
Work History
Education
Skills
Timeline
Generic

Martin Heatherly

Haines City,FL

Summary

At Central Florida Healthcare, I spearheaded the transformation of the contact center, achieving significant enhancements in productivity and customer satisfaction through innovative training programs and strategic workforce optimization. My leadership fostered a culture of excellence and collaboration, while my expertise in quality assurance and effective mentoring propelled operational efficiency and employee retention.

Overview

6
6
years of professional experience

Work History

Contact Center Manager

Central Florida Healthcare
05.2018 - Current
  • Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
  • Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
  • Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
  • Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
  • Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
  • Advanced operational efficiency within the contact center by identifying areas for automation implementation while maintaining a human-centric focus.
  • Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
  • Implemented innovative technologies to enhance contact center performance and efficiency.
  • Increased employee retention through effective coaching, mentoring, and professional development opportunities.
  • Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
  • Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
  • Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
  • 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.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Managed scheduling for agents and product specialists to foster increased productivity.
  • Collaborated with training team to boost product support and certification training initiatives.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.

Education

Associate - General Education

Haywood Community College
Clyde, NC

Skills

Account updating

Technical Support

Quality assurance

Documentation expertise

Timekeeping abilities

Training management

Schedule Coordination

Staff training/development

Employee reviews

Employee scheduling

Coaching and mentoring

Effective leader

Recruitment

Delegation

Relationship building

Product development

Timeline

Contact Center Manager

Central Florida Healthcare
05.2018 - Current

Associate - General Education

Haywood Community College

Similar Profiles

CREATE PROFILE
Martin Heatherly