Tammy A Ellsworth
Chicopee,MA
Summary
Dynamic professional with extensive experience in customer service and problem-solving, notably at Baystate Health. Proven ability to enhance patient satisfaction through effective communication and appointment scheduling. Skilled in training teams and optimizing workflows, ensuring operational efficiency while maintaining a calm disposition in high-pressure environments.
Overview
20
20
years of professional experience
Work History
Call Center Representative
Baystate Health
03.2020 - Current
- Managed high-volume inbound calls, ensuring effective communication and resolution of patient inquiries.
- Utilized electronic health record systems to document interactions accurately and maintain patient confidentiality.
- Collaborated with healthcare teams to coordinate appointments, enhancing patient access to services.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Hardware Department Supervisor
The Home Depot Inc
06.2019 - 03.2020
- Led hardware department operations, ensuring optimal inventory levels and stock organization.
- Trained and mentored team members on product knowledge and customer service best practices.
- Optimized departmental workflows, enhancing efficiency in daily operations and merchandise handling.
- Implemented safety protocols to maintain compliance and ensure a secure work environment for staff.
- Monitored departmental performance metrics, adjusting strategies to achieve sales goals and improve customer satisfaction.
- Implemented targeted marketing strategies to drive hardware sales during peak seasons.
Assistant Store Manager
Rent A Center
08.2005 - 07.2019
- Led daily operations, ensuring efficient workflow and optimal customer service standards.
- Trained and mentored new team members on company policies and procedures.
- Implemented inventory management practices to maintain stock levels and reduce shrinkage.
- Developed schedules to optimize staff coverage during peak hours, enhancing productivity.
- Collaborated with upper management to devise strategic sales initiatives that improved store performance.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
Education
High School Diploma -
West Springfield High School
West Springfield, MA06-1996
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Communicating with clients
- Appointment scheduling
- Payment processing
- Calm disposition
Timeline
Call Center Representative
Baystate Health
03.2020 - Current
Hardware Department Supervisor
The Home Depot Inc
06.2019 - 03.2020
Assistant Store Manager
Rent A Center
08.2005 - 07.2019
High School Diploma -
West Springfield High School