Experienced in monitoring, coaching, and evaluating team performance within healthcare and customer service environments, with a focus on enhancing quality and operational efficiency.
Evaluated agent interactions to ensure compliance with quality standards and identified improvement areas.
Developed and facilitated training programs and coaching sessions to enhance team skills and performance.
Provided tailored support in healthcare settings, addressing patient concerns with empathy and effectiveness.
Assessed agent calls and interactions, delivering actionable feedback to maintain high service standards.
Omega Health Care
Monitored and audited agent interactions (calls and emails) to ensure compliance with client-defined protocols, policies, and quality standards., Delivered personalized feedback sessions that led to a 90% improvement in agents’ product knowledge and understanding, enhancing accuracy and confidence...
Omega Health Care
Monitor live and recorded calls to provide tailored, constructive feedback to agents, focusing on improving call flow, communication tone, objection handling, script adherence, active listening, and closing skills., Conduct regular one-on-one and group coaching sessions to strengthen soft skills,...
Omega Health Care
Provide tailored support to patients, addressing their concerns with timely and effective solutions to ensure a positive experience., Leverage expertise in Salesforce and Epic systems to enhance operational efficiency and maintain clear communication between staff and the PAC department.,...
Convergys
Civil Engineering
Civil Engineering
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