Vickie Castro
Caldwell,ID
Summary
I am dedicated to providing vision and leadership to departmental team members. Known for high level problem solving skills to stay calm under pressure.
I am a Results-driven Call Center Team Leader known for high productivity and efficient task completion. Specialize in conflict resolution, performance analysis, and workforce management. Excel in communication, leadership, and problem-solving to enhance team performance and customer satisfaction. Bring focused approach to achieving call center goals through effective team supervision and process improvement strategies. Experienced Call Center.
I am Team Leader with solid background in managing and motivating customer service teams. Skills include problem-solving, communication, and team coordination. Known for improving productivity while maintaining high levels of customer satisfaction. Previous work has focused on both strategic planning and daily operations to ensure smooth call center functionality.
Overview
12
12
years of professional experience
Work History
Professional Customer Support
Gainwell Technologies
Boise, ID
06.2020 - Current
- Conducted regular one-on-one meetings with team members to discuss performance goals and objectives.
- Implemented changes to existing processes based on feedback from agents or customers.
- Evaluated agent performance through real-time coaching sessions and provided feedback on areas needing improvement.
- Collaborated with other departments such as IT or HR when needed.
- Developed strategies to improve operational efficiency while maintaining high levels of customer satisfaction.
- Analyzed daily, weekly, monthly reports to identify trends in customer inquiries or complaints.
- Ensured compliance with all applicable laws, regulations, policies, and procedures governing call center operations.
- Participated in various projects related to call center operations improvement initiatives.
- Resolved escalated customer issues in a timely manner, utilizing problem solving skills to provide solutions that satisfied customers' needs.
- Monitored call volumes and adjusted staffing schedules accordingly during peak periods.
- Managed team of 10 customer service representatives, providing guidance and coaching to ensure quality standards were met.
- Developed contests and rewards to increase agent engagement and output.
- Facilitated weekly team meetings to discuss goals, successes and areas for improvement.
- Observed individual calls and provided relevant suggestions and feedback to promote success.
- Developed team members through one-on-one coaching and escalated call management.
- Implemented continuous improvement activities by developing value-added process efficiencies.
- Trained and coached team members in specifics related to customer experience.
- Motivated and encouraged team members through positive communication and feedback.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
- Collaborated with other departments to streamline processes and improve service delivery.
- Delivered constructive call process feedback.
- Developed incentive programs to motivate staff and increase team performance.
- Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Led team meetings to update on goals, share best practices, and discuss improvements.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
Home Healthcare Specialist
Self Employed
Temecula, CA
04.2012 - 02.2020
- Developed individualized care plans based on assessments of clients' needs and preferences.
- Ensured compliance with HIPAA regulations regarding confidentiality of patient information.
- Communicated regularly with physicians regarding changes in patient condition or treatment plan modifications.
- Assisted with activities of daily living such as dressing, bathing, transferring and ambulation.
- Provided emotional support to patients facing challenging diagnoses or long-term conditions.
- Assisted with light housekeeping tasks as needed by clients who were unable to do so themselves.
- Collaborated closely with family members or caregivers to ensure continuity of care across settings.
- Conducted assessments of patients' physical and mental health needs.
- Ensured compliance with all applicable laws, regulations, standards, and policies related to home healthcare service delivery.
- Developed individualized care plans that addressed each patient's unique needs.
- Performed home safety inspections to identify potential hazards in the home environment.
- Maintained accurate documentation of all client interactions and services provided according to agency guidelines.
- Facilitated transitions between different levels of care when necessary.
- Administered medications according to physician orders while adhering to safety protocols.
- Provided direct patient care, including wound care and medication administration.
- Responded quickly in emergency situations while remaining calm under pressure.
- Monitored vital signs, weight, and other indicators of patient health status.
- Responded promptly to emergency situations in the home setting.
- Educated patients on disease prevention techniques and lifestyle changes to improve overall health.
- Coordinated referrals for additional services when needed.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
- Assisted clients with bathing, dressing and incontinence care.
- Prepared high-quality nutritious meals for patients to promote better overall health and improve eating habits.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Directed patients in simple prescribed exercises and assisted with daily physical therapy routines.
- Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files.
- Managed patient transportation and appointment scheduling.
- Improved patient outlook and daily living through compassionate care.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Helped clients stay happy and healthy by providing mental and emotional support.
- Recognized emergency situations and implemented appropriate procedures.
- Maintained clean and well-organized environment for client happiness and safety.
- Organized and administered medications on schedules to alleviate symptoms and improve quality of life.
- Accompanied clients to doctors' offices and on other trips outside home, providing transportation, assistance and companionship.
Education
Paramedic - Health And Wellness
American River College
Sacramento, CA07-1996
Skills
- Call Routing
- Team Management
- Information tracking
- Coaching and Mentoring
- Employee Motivation
- Scheduling proficiency
- Reporting skills
Accomplishments
- I have earned many achievement recognition
- I have earned many shout out for leadership and team player
Timeline
Professional Customer Support
Gainwell Technologies
06.2020 - Current
Home Healthcare Specialist
Self Employed
04.2012 - 02.2020
Paramedic - Health And Wellness
American River College
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