Rosemarie Muro
Spring Hill,United States
Summary
Call center supervisor with over 27 years of experience, demonstrating a proven track record in customer care excellence and team leadership. Expertise in talent acquisition, training & development, and customer relationship management, having successfully led teams to achieve over 70% improvement in customer retention. Aims to leverage electrical wiring and compliance management skills to innovate and enhance customer service strategies, fostering a culture of continuous improvement and collaborative success.
Experienced team supervisor and mentor well-versed in reviewing calls and employee performance to devise and implement customized improvement strategies. Gifted in building rapport with callers and trust in team members to promote successful handling of issues. Bilingual fluency in [Language] and [Language].
Versatile Call Center Supervisor successful at mentoring [Job title]s to help them surpass [Type] and [Type] objectives. Excellent training skills motivate team members and apply data analytics to enhance operations. Brings over 20 years of experience to large-scale call center environment.
Overview
27
27
years of professional experience
Work History
Healthcare Representative
Bswift, an Aetna Company
North Charleston, SC
09.2023 - Current
- Led and developed a team of customer care specialist grew from a team of 45
- Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21%
- Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction
- Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71%
- Created training manuals and workshops for on-boar continuing education for customer care specialists.
Healthcare Representative
Bswift, an Aetna Company
North Charleston, SC
09.2023 - Current
- Led and developed a team of customer care specialist grew from a team of 45
- Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21%
- Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction
- Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71%
- Created training manuals and workshops for on-boar continuing education for customer care specialists.
Dj/owner
R&B Entertainment
Pennsylvania, United State
01.1997 - Current
- Led and developed a team of customer care specialist grew from a team of 45
- Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21%
- Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction
- Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71%
- Created training manuals and workshops for on-boar continuing education for customer care specialists.
Shift Supervisor
PRS Inc.
Oakton, VA
04.2022 - 08.2023
- Led and developed a team of customer care specialist grew from a team of 45
- Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21%
- Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction
- Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71%
- Created training manuals and workshops for on-boar continuing education for customer care specialists.
Healthcare Billing Specialist
WPS Health Solutions
Virginia Beach, VA
01.2023 - 04.2023
- Answer customer phone calls and provide them with the information that they request
- Resolve customer complaints in a fair manner
- Elevate customer concerns to managers and supervisors as needed
- Become knowledgeable about our company's offerings
- Provide exceptional customer support in every phone call
- Handle billing processes, including matters related to invoicing and reconciling accounts
- Prepare and mail billing invoices
- Interact with patients to settle accounts and answer questions
- Collect payments and apply them to accounts
- Perform data entry
- Work with discretion to keep patient information private.
Covid-19 Contact Tracer Supervisor of Call Center
PCG Consulting
Pennsylvania, United State
07.2021 - 01.2023
- Led and developed a team of customer care specialist grew from a team of 45
- Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21%
- Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction
- Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71%
- Created training manuals and workshops for on-boar continuing education for customer care specialists.
Operations Supervisor Of Call Center
Briljent
Chicago, IL
07.2021 - 09.2021
- Led and developed a team of customer care specialist grew from a team of 45
- Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21%
- Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction
- Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71%
- Created training manuals and workshops for on-boar continuing education for customer care specialists.
Customer Support Supervisor
Insight Global
Remote
03.2020 - 07.2021
- Led and developed a team of customer care specialist grew from a team of 45
- Actively monitored staff engagement, ensuring empl were engaged and fulfilled, resulting in an employee rate increase of 21%
- Oversaw pending leads, and service appointer scheduling of 10K+ new and existing customers while improving customer satisfaction
- Identified gaps and bottlenecks in customer care, anc instituted actionable and incentivized customer feedt that improved customer retention by 71%
- Created training manuals and workshops for on-boar continuing education for customer care specialists.
Education
Bachelor's in Public Health -
05.2025
Associate's in Medical -
08.2017
Skills
- Leadership (Experienced)
- Customer service
- Statistical analysis
- Training & development
- Telecommunication
- Sales
- Call center management
- Public health
- Translation
- Teaching
- Conflict management
- Social work
- Management
- Data collection
- Database management
- Motivational interviewing
- Employee evaluation
- Medical terminology
- Organizational skills
- Public speaking
- Quality assurance
- Supervising experience
- Statistics
- Interviewing
- Crisis intervention
- Live chat
- Management Consulting
- Presentation Skills
- Case Management
- HIPAA
- Accounts receivable
- Recruiting
- Accounts payable
- Typing
- Workforce management
- CRM software
- Microsoft Access
- Salesforce
- SharePoint
- Documentation review
- Compliance management
- Order entry
- Windows
- Account management
- Remote access software
- Customer relationship management
- Hospital experience
- Negotiation
- Mac OS
- Relationship management
- Shift management
- SSO
- Mentoring
- Team management
- IT
- Talent acquisition
- Software troubleshooting
- Data entry
- Microsoft Excel
- Time management
- Microsoft Word
- Microsoft Outlook
- Microsoft Office
- Communication skills
- English
- Calendar management
- Computer skills
- Google Suite
- Slack
- Customer support
- Writing skills
- Crisis management
- Google Docs
- Marketing
- Healthcare management
- Microsoft Powerpoint
- Basecamp
- EHR systems
- Schedule management
- Phone etiquette
- Computer literacy
- Travel planning
- Project management
- Intake
- Technical support
- Process management
- Electrical wiring
- Construction sales
- Call Monitoring
- Policy Enforcement
- Workforce Planning
- Employee training and orientation
- Sales Support
- Database Management
- Quality Control Analysis
- Product and service knowledge
- CRM Software
- Customer Service
- Team Training
- Process Improvement
- Inventory Management
- Office Management
- Administrative Management
- Data Entry
- Staff Management
- Report Preparation
- Performance Management
- Employee Supervision
- Scheduling
- Payroll Administration
- Effective Communication
- Interpersonal Skills
- Workflow Planning
- Team Collaboration
- Team Leadership
- Leadership and Change Management
- Staff Training
- Multitasking
- Written Communication
- Support Services
- Coaching and Mentoring
- Report Writing
- Professional Demeanor
- Adaptability and Flexibility
- Analytical Thinking
- Schedule Coordination
- Handling Complaints
- Leadership Development
- Problem-Solving
- Phone and Email Etiquette
- Relationship Building
- Time Management
- Active Listening
- Attention to Detail
- Customer Service Management
- Professionalism
- Credit and collections
- Performance Improvement
- Organizational Skills
- Reliability
- Interpersonal Communication
- Business Administration
- Teamwork and Collaboration
- Quality Assurance
- Team building
- Multitasking and Organization
- Problem-solving abilities
- Decision-Making
- Self Motivation
- Workflow Optimization
- Staff Development and Training
- Accounts Payable and Receivable
- Excellent Communication
- Problem-solving aptitude
- Schedule Management
- Budget Administration
- Quickbooks
- Data retrieval systems
Languages
English
Timeline
Healthcare Representative - Bswift, an Aetna Company
09.2023 - Current
Healthcare Representative - Bswift, an Aetna Company
09.2023 - Current
Healthcare Billing Specialist - WPS Health Solutions
01.2023 - 04.2023
Shift Supervisor - PRS Inc.
04.2022 - 08.2023
Covid-19 Contact Tracer Supervisor of Call Center - PCG Consulting
07.2021 - 01.2023
Operations Supervisor Of Call Center - Briljent
07.2021 - 09.2021
Customer Support Supervisor - Insight Global
03.2020 - 07.2021
Dj/owner - R&B Entertainment
01.1997 - Current
Western Governors University - Bachelor's in Public Health,
Ultimate Medical Academy - Associate's in Medical,
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