Adept at enhancing customer satisfaction and team efficiency, I spearheaded CSR operations at Memorial 610 Hospital for Animals, elevating service standards through innovative training and performance metrics. My expertise in call center operations and exceptional leadership skills significantly improved team productivity and client relations, showcasing my adaptability and commitment to excellence.
Overview
13
13
years of professional experience
Work History
CSR Supervisor
Memorial 610 Hospital for Animals
05.2017 - Current
Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Facilitated regular training sessions for the CSR team, ensuring their skills remained current and relevant in the industry.
Oversaw escalated customer concerns, providing satisfactory resolutions in a timely manner.
Managed high-volume call center operations, ensuring timely responses to customer inquiries.
Developed and implemented performance metrics to monitor and evaluate CSR team success.
Collaborated with other department supervisors to identify opportunities for process improvements across the organization.
Coordinated schedules to ensure optimal staffing levels during peak call volume periods.
Increased team efficiency by providing ongoing coaching, feedback, and support to CSR representatives.
Monitored call quality using designated software platforms, identifying areas where improvements could be made.
Implemented cross-training initiatives to increase skill sets among CSR representatives, resulting in increased productivity.
Promoted a positive work environment by fostering open communication among the CSR team members.
Assisted in recruiting and onboarding new hires, setting them up for success within the organization.
Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
Managed complex schedules for multiple healthcare providers, ensuring timely patient care and provider availability.
Assisted in reducing no-shows by implementing reminder calls and appointment confirmation protocols.
Assisted in maintaining a clean, organized work environment that fostered efficient daily operations within the clinic setting.
Anticipated scheduling conflicts and proactively resolved them before they impacted patient care or provider availability.
Provided exceptional customer service tclient, addressing inquiries and resolving issues related to scheduling or billing concerns.
Prioritized patient needs by effectively organizing back-to-back appointments and managing waitlist requests for urgent care situations.
Supported clinic operations by assisting with administrative tasks such as filing, data entry, and phone management when needed.
Collaborated with medical staff to ensure optimal patient flow, resulting in a smoother clinic experience.
Helped implement new scheduling software, streamlining the appointment booking process and improving accuracy.
Participated in ongoing training opportunities to stay current on industry trends, best practices, and new technologies related to appointment scheduling processes.
Followed up with patients to reschedule missed appointments.
Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
Maintained accurate patient records for proper tracking of patient history and treatment.
Greeted and interacted with clients to provide information, answer questions and assist with appointment scheduling.
Prepared and processed patient referrals and transfer requests.
Completed administrative patient intakes with case histories, pet insurance information and mandated forms.
Registered and verified patient records before triage with most up-to-date information.
Coordinated referals and other medical specialists and documented details in patient charts.
Processed payments.
Refilled medications.
Provided exceptional customer service when addressing patient inquiries or concerns regarding their scheduled surgeries.
Assisted in the ongoing development of surgical scheduling policies and procedures, enhancing overall efficiency.
Supported hospital administration by providing regular reports on surgical scheduling metrics and trends.
Reduced scheduling conflicts by proactively identifying potential issues and addressing them promptly.
Served as a key liaison between patients, physicians, and hospital staff, fostering strong relationships that supported effective care coordination.
Followed physician's orders and availability calendar to schedule tests and procedures.
Arranged pre-operative and post-operative appointments for surgical patients.
Educated patients about surgeries and provided treatment plan documentation.
Relayed normal labs results to clients regarding their pets.
Discussed abnormal lab results with clients and DVMs recommendations for treatment.
Receptionist
Border Animals Hospital
02.2012 - 04.2017
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Confirmed appointments, communicated with clients, and updated client records.
Answered phone promptly and directed incoming calls to correct offices.
Kept reception area clean and neat to give visitors positive first impression.
Demonstrated excellent multitasking skills by managing multiple phone lines, greeting patients, and organizing paperwork simultaneously without compromising service quality.
Enhanced patient experience by efficiently managing front desk operations and maintaining a welcoming environment.
Handled challenging situations with poise and professionalism while addressing patient concerns or complaints promptly.
Assisted in maintaining accurate patient records, contributing to the overall organization of the hospital.
Assisted clients in navigating complex healthcare systems effectively, ensuring access to essential services such as medical appointments or medication refills.
Facilitated medication refills for patients by liaising with pharmacies and healthcare providers in a timely manner.
Education
Associate of Applied Science - Nursing
Houston Community College
Houston, TX
08-2027
Skills
Staff training and development
Sales support
Call center operations
Feedback delivery
Customer service
Problem-solving
Time management
Multitasking and organization
Team leadership
Active listening
Adaptability and flexibility
Verbal and written communication
Relationship building
Training and mentoring
Handling escalations
Task delegation
Schedule management
MS office
Call monitoring
Employee scheduling
Records management
Attention to detail
Reliability
Excellent communication
Phone and email etiquette
Microsoft office
Employee supervision
Documentation and recordkeeping
Timeline
CSR Supervisor
Memorial 610 Hospital for Animals
05.2017 - Current
Receptionist
Border Animals Hospital
02.2012 - 04.2017
Associate of Applied Science - Nursing
Houston Community College
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