Summary
Overview
Work History
Education
Skills
Timeline
Generic

Steven Blake

Deer Park,NY

Summary

Customer Success Manager Engaging manager, who provides high quality leadership and guidance. Producer of dynamic results. Trainer and customer service. Self Motivated professional with over 15 + years of leadership & training experience within a multitude of environments. Highly efficient and effective organizational and analytical skills. A strong ability to connect and develop with peers, employees and clients alike. Managed staff of over 20+. Provides superior levels of customer satisfaction.

Overview

10
10
years of professional experience

Work History

Call Center Director

Benjamin Franklin Plumbing
Deer Park, NY
02.2020 - Current
  • Oversaw development and training of over 15 call center staff members along with implementing policy and procedures
  • Schedules service appointments and dispatches 7 to 10 technicians to appropriate locations according to predetermined times slots, customer requests, technicians strengths and immediate needs
  • Established consistent marketing techniques to retain customers, as well as reestablishing relationships with previous customers
  • In less than a year, 70 + customers were engaging in service after previously being dissatisfied
  • Communicate daily with customers as it pertains to the needs of the business
  • Provides high level of customer satisfaction
  • Engages and displays peak communication skills on a daily basis
  • Increased profits over 10% by establishing acw metric standards, along with adequate scheduling/dispatching and exemplary service.

Patient Clinical Coordinator

Medisys
Melville, NY
09.2017 - 02.2020
  • Triage incoming patient calls as needed while responding to inquiries made by patients, vendors, insurance companies and other medical facilities
  • Scheduled appointments based on availability and continuity of care
  • Verified insurance information, updates demographics , and informs patients of necessary documentation for health center visits
  • Screen and route patient calls to other departments efficiently, ensuring accurate registration, appointment scheduling and follow-up appointment setting in database
  • Perform all duties within HIPAA regulation
  • Utilized established policies and procedures for scheduling, transferring and escalating calls
  • Update and maintain all patient data into electronic medical records within a timely fashion from phone contact prior to patient meeting with physician
  • Oversaw development and training of call center staff along with the implementation of policy and procedures
  • Monitored call center staff calls for quality assurance
  • Maintained customer confidentiality due to the handling of sensitive information.

Customer Service Trainer/ Manager

True Earth
Melville, NY
02.2015 - 02.2020
  • Coached, motivated and developed representatives for all departments in the contact center
  • Monitored call center staff calls for quality assurance
  • Lead a team who specialized in customer retention, product awareness and revenue building
  • Communicate daily with customers as it pertains to the needs of the business
  • Answered phones in the contact center as needed, assisting with the needs of the customers.

Education

High School Diploma -

Forsythe Satellite Academy
New York, NY
06.2002

Skills

  • Strategic Planning
  • Leadership
  • Problem Solving
  • Customer Retention
  • Trainer
  • Payroll
  • Communication
  • Customer Service
  • Customer Satisfaction
  • Benchmark Setting
  • Scheduling and Coordinating
  • Effective Communicator and Public Speaker
  • Integrity and Transparency
  • Customer Needs Assessments
  • Managing Operations and Efficiency
  • Corrective Actions

Timeline

Call Center Director

Benjamin Franklin Plumbing
02.2020 - Current

Patient Clinical Coordinator

Medisys
09.2017 - 02.2020

Customer Service Trainer/ Manager

True Earth
02.2015 - 02.2020

High School Diploma -

Forsythe Satellite Academy
Steven Blake