Vanesa Hughes
Port Saint Lucie
Summary
Call Center Manager with a proven track record at Red Rhino, excelling in performance management and customer service. Experienced in coaching teams to enhance satisfaction and operational efficiency. Enjoys implementing impactful process improvements, and resolving complex issues
Overview
7
7
years of professional experience
1
1
Certification
Work History
Call Center Manager
Red Rhino
Palm Beach Gardens
04.2024 - Current
- Managed daily operations of call center to optimize workflow efficiency.
- Conducted performance reviews to assess employee eligibility for merit increases and bonuses.
- Facilitated coaching sessions with Account Managers & Team Leads to realign performance goals
- Prepared reports on team performance, customer feedback, budgets, and operational metrics for senior management.
- Collaborated with team leads to implement cross-departmental process improvements.
- Resolved escalated customer issues through effective coordination with support teams.
Account Manager Team Lead
Red Rhino
Palm Beach Gardens
02.2022 - 04.2024
- Monitored team performance; provided coaching or disciplinary actions as needed.
- Demonstrated strong leadership skills by motivating teams towards achieving set targets.
- Developed and implemented strategies to improve customer satisfaction and call quality.
Front Desk Receptionist
Fier Eye Care
Stuart
07.2020 - 02.2022
- Served patients by greeting, verifying demographics and insurance, scheduling appointments, and maintaining records and accounts.
Billing Specialist
Visiting Nurse Association
Stuart
11.2018 - 07.2020
- Account reconciliation using Homecare Homebase systems
- Process claims, appeals, denials and short pays
- Post payments to accounts and review aging reports
Education
Bachelor of Science - Health care Management
Indian River State College
Port Saint Lucie, FL05.2021
Skills
- Florida notary public
- Performance management
- Coaching and mentoring
- Operations management
- Customer service & Quality assurance
Certification
- Notary
References
References available upon request.
Timeline
Call Center Manager
Red Rhino
04.2024 - Current
Account Manager Team Lead
Red Rhino
02.2022 - 04.2024
Front Desk Receptionist
Fier Eye Care
07.2020 - 02.2022
Billing Specialist
Visiting Nurse Association
11.2018 - 07.2020
Bachelor of Science - Health care Management
Indian River State College
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