Winsome Blair Reid
Boynton Beach,Florida
Summary
Dynamic, results-oriented professional with extensive experience at Wellspring Adult Center, specializing in high-volume call management and senior patient advocacy. Compassionate Call Agent with documented strengths in building customer relationships. Caring and kind with focus on providing effective solutions to complex problems. Eager to provide superlative results for customers and employers alike. Hardworking and knowledgeable professional well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Quality Assurance Manager – Healthcare Call Center
Compassionate Care Facilities of Georgia. Ins
Atlanta, Georgia
02.2019 - 12.2024
- Promoted from Senior Agent to Quality Assurance Manager after consistently exceeding performance metrics.
- Led a team of 39 agents, conducting call audits and providing coaching to improve service quality and compliance.
- Developed training materials and workshops, resulting in a 15% increase in team CSAT scores and a 10% reduction in call escalations.
- Implemented new quality monitoring processes, contributing to improved patient outcomes and operational efficiency.
Senior Call Center Agent – Telehealth Services
Wellspring Adult Center
Union City, Georgia
05.2016 - 01.2019
- Managed an average of 120+ inbound and outbound calls daily, connecting seniors to telehealth providers and resources.
- Achieved a 97% customer satisfaction score (CSAT) for three consecutive years, surpassing department goals.
- Consistently exceeded KPIs for first-call resolution (FCR) and average handle time (AHT), ranking in the top 5% of agents.
- Advocated for patients by resolving complex issues, troubleshooting telehealth access, and ensuring clear communication of care instructions.
- Scheduled and confirmed over 1,000 telehealth appointments monthly, maintaining 99% data accuracy.
- Recognized with “Employee of the Month” three times for service excellence and teamwork.
Education
Master of Real Estate Development - Real Estate License
Barney Fletcher Real Estate School of Business Management
Atlanta, GeorgiaBachelor of Art - Business Management, Marketing and Sales
FIT
New York CityAssociate in Applied Science - Business Management
Berkeley College
New YorkAssociate of Science - Cyber Security, IT, AI, Defense
University of Central Florida
FloridaSkills
- High-Volume Call Management (100 calls/day)
- Effective communication
- Senior Patient Advocacy & Support
- Telehealth Communication & Troubleshooting
- Appointment Scheduling & Follow-Up
- Complaint Resolution & Escalation
- Data Entry & Compliance
- KPI Achievement & Reporting
- Quality Assurance & Training
- CRM & Telehealth Platforms
- English Language
- CRM Systems (Salesforce)
- Telehealth Platforms (Five9)
- MS Office Suite (Excel, Word, Outlook)
- Data Entry & Reporting Tools
Certification
- Certified Telehealth Coordinator (CTC)
- Customer Service Excellence Certification
- [Other relevant certifications]
- DEI Designation Certification
Languages
English (Fluent)
References
Available upon request.
Timeline
Quality Assurance Manager – Healthcare Call Center
Compassionate Care Facilities of Georgia. Ins
02.2019 - 12.2024
Senior Call Center Agent – Telehealth Services
Wellspring Adult Center
05.2016 - 01.2019
Master of Real Estate Development - Real Estate License
Barney Fletcher Real Estate School of Business Management
Bachelor of Art - Business Management, Marketing and Sales
FIT
Associate in Applied Science - Business Management
Berkeley College
Associate of Science - Cyber Security, IT, AI, Defense
University of Central Florida
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