ROCHELLE UPSHAW
Chicago,IL
Summary
Forward-thinking Call Center Manager dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Call Center Manager
Chicago Lighthouse
Chicago , IL
09.2021 - Current
- Developed and maintain a team of call center representatives to meet performance KPI standards.
- Monitor daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Developed training materials for new hires on how to handle different types of calls effectively.
- Conduct regular meetings with staff to discuss issues or changes in processes or procedures.
- Draft daily/weekly/monthly reports summarizing the results of productivity and providing recommendations for improvement.
- Implemented new strategies for improving customer experience through better communication channels such as email, text messaging or web chat support.
Hospital Operator Services Team Lead
Northwestern medicine
Chicago , IL
05.2010 - 02.2021
- Developed, coached, trained and mentored a staff of 6-15 hospital operators/emergency response operators
- Quickly and efficiently collaborated with hospital operations during outages or system concerns. While implementing workarounds to minimize negative impacts to service levels and customers
- Monitored production standards and adherence with hospital policies
Insurance Claims Specialist
Humana
Chicago , IL
01.2008 - 05.2010
- Efficiently exceeded productivity standards of 120 hard copy/ 200 electronic claims within turnaround time
- Responsibly gathered all informational sources to adjudicate claims
- Exceeded financial accuracy and processing standards.
Education
Some College (No Degree) -
Harold Washington
Chicago, ILSome College (No Degree) -
Dawson Technical Institute
Chicago, ILSkills
- Call Center Operations
- Managing Operations and Efficiency
- Call Center Customer Service
- Staff Development
- Quality Assurance
- Coaching and Mentoring
- KPI Tracking
- Reporting skills
- Productivity Standards
- Performance Tracking and Evaluation
- Training and Development
- MS Office, Outlook, MyChart, Epic, TCN, Tiger Connect, Teams, Ring Central, AWS etc
Certification
- CPR/BLS/AED
- PATIENT SAFETY
- CCSC
Timeline
Call Center Manager
Chicago Lighthouse
09.2021 - Current
Hospital Operator Services Team Lead
Northwestern medicine
05.2010 - 02.2021
Insurance Claims Specialist
Humana
01.2008 - 05.2010
Some College (No Degree) -
Harold Washington
Some College (No Degree) -
Dawson Technical Institute
- CPR/BLS/AED
- PATIENT SAFETY
- CCSC
Similar Profiles
Kimberly KeyesKimberly Keyes
Customer Service Agent at Chicago LighthouseCustomer Service Agent at Chicago Lighthouse
Jeff JohnsonJeff Johnson
Logistics Manager at Chicago LighthouseLogistics Manager at Chicago Lighthouse
Sonia VargasSonia Vargas
Medical Scheduler at The Chicago LighthouseMedical Scheduler at The Chicago Lighthouse