Experience

Performance Optimal Health

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Compliance Lead

  • Aug 2020 - Present

  •Ensures data integrity and security of data, infrastructure, intellectual property and health information from internal and external risks and threats. •Responsible for overall strategy for organization's use of technology and systems in achieving its initiatives within all locations(current and aspirational). •Monitors organization to ensure specified standards, including Standard Operating Procedures, are met via efficiency testing and training.•Provides direction, education and support to team members with respect to regulatory compliance activities.•Owns overarching tech strategy, architecture, systems and integrations and provides positive techical direction that aligns with business objectives. Show less

• Manager of Patient Relations

  • Aug 2015 - Jan 2023

  • Develops and executes customer service strategy. • Responsible for enhancing and maintaining positive reception/front desk patient/client service relations• Maintains impeccable customer service with solid influencing, communication and relationship building skills while coaching and providing support, working cross-functionally. An effective leader.• Oversees and develops successful execution of practice values and branded strategy, including the direction and alignment of ensuring full compliance with all applicable healthcare and HIPAA environment.•Partners with CEO/COO/Directors and Adminstrative Leaders to ensure values are highly functioning while ensuring a positive team and patient/client experience.• Lead department projects and/or policy development. Oversee the planning of and serve as facilitator of front desk in-services.• Maintains significant role in development of all training and day-to-day operations.• Assists in selection of customer service hiring selection Show less



Crown Awards

• United States
• Retail
• 1 - 100 Employee

• Call Center/Business Development Retention Manager

  • Dec 2013 - Aug 2020

  • Managed the daily running of the call center operation by conducting needs assessments, performance reviews, capacity planning and cost/benefit analysis • Sett and met performance targets for speed, efficiency, sales and quality • Coordinated staff recruitment and liaised with HR staff on hiring initiatives • Developed and implemented customer service policies, guidelines and procedures • Communicated trends to upper management • Tracked retention agents inbound and outbound call productivity to develop key accounts • Worked closely with Quality Control to identify customer issues and worked with IT department and marketing team to develop and implement long lasting solutions • Ensured all relevant communications, records and data are updated and recorded • Partnered with management team and third parties to gather information and resolve issues/customer complaints • Ensured budget requirements are met and adhered to • Handled complex and escalated customer service issues • Streamlined processes, automate manual processes • Monitored random calls to improve quality and reduce representative errors, finding root causes Show less



Renewal by Andersen

• United States
• Construction
• 700 & Above Employee

• Call Center Manager

  • Aug 2008 - Dec 2013

  • Responsible for day-to-day operations of department, including providing leadership and direction for the call center • Recruited, hired, motivated, and trained call center/customer service personnel in major home improvement corporation in a B2C setting • Responsible for creating effective scripts setting goals, monitoring results, and appraising performance of call center personnel • Maximized outbound sales team by defining performance metrics and driving those to achieve improvements • Worked with senior management to establish priorities, standards and performance objectives • Prepared and maintained productivity reports • Assisted in the development of short and long-term objectives, and decided on courses of action to be followed to achieve goals • Ensured compliance of all policies and procedures • Forecasted call volume and determine proper staffing levels Show less



Tassone Realty

• United States
• Real Estate
• 1 - 100 Employee

• Office Manager/Associate Broker

  • Aug 2006 - Aug 2008

  • Responsibilities included recruiting, training and managing new sales agents and implementing new procedures for their success. • Responsible for marketing and advertising all office listings and submission of weekly tracking report to Broker/Owner for review. • Responsible for overall function of sales office and administrative help. • Assisted buyers and sellers of residential and commercial real estate as well as coordinated the closing of properties with title companies and the closing of loans with lenders. • Updated and maintained personal database of active and prospective clients of at least 300 contacts. Show less