Cherilyn Cordova

Experience

1. Corporate Call Center Director

   Heritage Resource Group

   Mar 2024 — Present · San Diego, CA, US

   Lead the establishment and operation of our new corporate call center. Responsible for building and managing a high-performing team, implementing efficient processes and systems, and delivering exceptional customer service to support the company’s objectives.* Establish and execute the strategic vision and goals for the call center in alignment with the company’s objectives.* Recruit, train, and supervise call center staff, including call center representatives, supervisors, and support personnel.* Develop and implement standard operating procedures (SOPs) to ensure efficient call center operations, including call handling protocols, quality assurance measures, and performance metrics.* Oversee the design and implementation of call center technology and systems, including call routing, CRM software, and workforce management tools.* Monitor and analyze call center performance metrics, such as call volume, average handle time, and customer satisfaction scores, to identify areas for improvement and optimize performance.* Implement strategies to maximize productivity, minimize wait times, and improve first call resolution rates.* Lead by example, providing coaching, feedback, and performance management to ensure the team meets or exceeds performance targets.* Foster a positive and collaborative work environment that promotes employee engagement, motivation, and professional development.* Collaborate with other departments, such as customer service, sales, and IT, to ensure seamless communication and alignment of goals and objectives.* Stay abreast of industry trends, best practices, and emerging technologies in call center operations to continuously improve processes and enhance customer service delivery

Education

• University of California, Riverside

  Bachelor of Science (B.S.), Psychobiology

  1992 — 1996

• National University

  Master of Business Administration (M.B.A.), Health/Health Care Administration/Management

  1996 — 1998

Skills

• Direct Marketing
• Revenue Cycle
• Social Services
• Physician Relations
• Hospitals
• New Business Development
• Nursing
• Advertising
• Marketing Management
• Market Analysis
• Healthcare
• Healthcare Consulting
• Marketing Strategy
• Lead Generation
• Healthcare Industry
• Marketing
• Market Planning
• Integrated Marketing
• Healthcare Marketing
• Provider Relations
• Managed Care
• Medicare
• Public Relations
• Management
• Newsletters
• Sales
• Healthcare Sales
• Home Care
• Health Policy
• Medicaid
• Community Development
• Physicians
• Wound Care
• Disease Management
• Sales Presentations
• Social Networking
• Marketing Communications