Experience

QTC Management

• 1 - 100 Employee

• Operations Manager

  • Jul 2021 - Present

  The Scheduling Operations Manager is responsible for managing the overall performance of the call center team as well as ensuring that operational goals are attained to include: timeliness, quality, customer service, and cost. The call center manager will also be responsible for providing training and mentoring to team members. The Scheduling Operations Manager is responsible for managing the overall performance of the call center team as well as ensuring that operational goals are attained to include: timeliness, quality, customer service, and cost. The call center manager will also be responsible for providing training and mentoring to team members.


Caprock Health Group
• Customer Service Manager

  • Aug 2019 - Nov 2022

Urology San Antonio
• United States
• Medical Practices
• 1 - 100 Employee
• Call Center Manager

  • Sep 2018 - Aug 2019


Xerox

• United States
• Business Consulting and Services
• 700 & Above Employee

• Escalation Ops Mgr

  • Feb 2013 - Dec 2013

  Developed and implemented best practice customer service policies and procedures to maintain and continually improve on the high standards of the client. •Oversee the ongoing development, implementation and administration of training to customer service team on new policies and procedures. •Managed and mentored the Escalation team while still interacting directly with customers as needed. •Worked closely with cross-functional teams to communicate customer feedback to drive improvements, processes, & consumer experience. Show less



Verity national group

• United States
• Business Consulting and Services

• Healthcare Consultant

  • Feb 2012 - Feb 2013

  Consultant for Verity National Group advising them in development of Best Practices for the Marketing Dept. •Led a project to develop operational and training programs supporting the Marketing Dept. •Helped develop standard package deliverables for potential clients such as reports, fee schedules, questionnaires, etc. •Supported Marketing in Dept. meetings, calls with clients, etc. Consultant for Verity National Group advising them in development of Best Practices for the Marketing Dept. •Led a project to develop operational and training programs supporting the Marketing Dept. •Helped develop standard package deliverables for potential clients such as reports, fee schedules, questionnaires, etc. •Supported Marketing in Dept. meetings, calls with clients, etc.



South Texas radiology

• United States
• Medical Practices

• Asst Director Support Services

  • May 2007 - Apr 2011

  Managed Centralized Scheduling and Insurance Verification departments to ensure efficient operation of call center, central medical records, transcription, and medical courier departments. •Planned and implemented automated insurance verification and authorization software program that increased revenue and reduced costs by 50%. •Designed and implemented a comprehensive training program in Scheduling department for new hires. •Introduced new quality assurance program which reduced errors in scheduling by 45%. •Created a quality–based incentive program that has increased department morale and decreased staff turnover. Show less