Lucy Rodriquez
Director Call Center Operations @Cornell Scott - Hill Health Center
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WORK HISTORY
Director Call Center Operations @Cornell Scott - Hill Health Center
New Haven, CT, US
Manages and directs the daily activities of the call center management teamDirects, plans, and manages call center functionsPerforms or ensures that other members of call center management perform supervision, call monitoring, coaching, training, disciplining, and reviewing of all agents and operatorsActs as an information source and answers questions from agents/operators and management, assigning tasks, following up and giving instructions as neededImplements customer service initiatives and monitors patient satisfaction Attends, follows up and resolves customer complaints and questionsEnsures that team members acquire the appropriate support and training to apply the best skills and knowledge on the jobCarries out performance measurement, monitors, and evaluates all agents and operators to improve the efficiency Runs weekly performance reports to ensure adherence to call center service standardsWorks with call center management and front line staff to ensure each employee provides excellent customer service to our patientsCompiles and maintains lists of on-call and key schedules and personnel, and ensures the operators can use all lists as requiredUpdates databases, organizes activities related to maintenance and repair of equipment, orders supplies and materials Oversees call center managements’ work, including preparing schedules, monitoring attendance of operators, and scheduling breaks and shifts as necessaryReviews employee time off requests and makes decision to approve or deny based on needs of companyMaintains up-to-date personnel files and performance evaluations, and maintains open and consistent communication with Human ResourcesPractices and ensures staff compliance with CS-HHC policies and proceduresActs as a role model for staff by conducting all business in a professional mannerPerforms other duties as necessary for the efficient and effective management of the call center
EDUCATION
Florida Metropolitan University
Business Management
SKILLS
ABOUT LUCY RODRIQUEZ
Dedicated Healthcare Leader with 26 years of experience in the Healthcare industry. Highly versatile with success in designing and implementing customer focused strategies, technologies, and process improvements. Expert in customer service that leads consistently achieve record‐high customer‐satisfaction.Straightforward and nurturing approach to Mid-level Managers & agent training and retention with the aim to ensure the highest Tier of Call Center satisfaction for the organization, ability to influence, motivate and mentor exceptional communication skills, adapt at communicating and building relationships across all levels.Years of experience creating and improving the overall customer experience and positive work environmentExperience in operations management, including overseeing teams, budgeting, and customer service.Strong analytical skills and be able to make data-driven decisions.Team player who excels and thrives in challenging and dynamic work environment.Knowledge of healthcare regulations, experience in process improvement, and strong communication skills.Successful track record of meeting organization KPI\'s
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