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
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 - undefined
Barney Fletcher Real Estate School of Business Management
12.2024
Bachelor of Art - Business Management, Marketing and Sales
Berkeley College
Associate in Applied Science - Business Management
University of Central Florida
Associate of Science - Cyber Security, IT, AI, Defense
Skills
- High-Volume Call Management
- 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
- CRM Systems (Salesforce)
- Telehealth Platforms (Five9)
- MS Office Suite (Excel, Word, Outlook)
- Data Entry & Reporting Tools
Continuous improvement
Quality testing
Attention to detail
Policy reinforcement
Employee training
Quality control
Certification
- Real Estate License
- Certified Telehealth Coordinator (CTC)
- Customer Service Excellence Certification
- DEI Designation Certification
Languages
English
Timeline
QUALITY ASSURANCE MANAGER - HEALTHCARE CALL CENTER
Compassionate Care Facilities of Georgia
02.2019 - 12.2024
SENIOR CALL CENTER AGENT - TELEHEALTH SERVICES
Wellspring Adult Center
05.2016 - 01.2019
Master of Real Estate Development - undefined
Barney Fletcher Real Estate School of Business Management
Bachelor of Art - Business Management, Marketing and Sales
Berkeley College
Associate in Applied Science - Business Management
University of Central Florida
Associate of Science - Cyber Security, IT, AI, Defense
Accomplishments
- Supervised team of 30-40 staff members.
Interests
Mentorship
DEI Certified
Senior Citizen Advocate
Work Preference
Work Type
Full TimeContract WorkPart TimeLocation Preference
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work weekWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"In today's dynamic marketplace, adopting a holistic approach to business strategy ensures that every facet of the organization works in harmony to drive sustainable growth and deliver exceptional value to clients."
Software
CRM
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