Istrea Ann Guest 

_____________________________________________________________________________________________

801-645-7948 – istreaguest@gmail.com – Payson, UT 84651

 

OVER ALL EXPERIENCE:

Call Center Manager, Training Director, Supervisor and Medical Office Manager

 

Century Tech

Virginia Beach, VA                                                                                                 

08/07 to 03/2014                               

Plan, organize, and direct a wide range of training activities. Conduct orientation sessions and arrange on-the-job training for new employees. Helped rank-and-file workers maintain and improve their job skills, and possibly prepare for jobs requiring greater skill. Help supervisors improve their interpersonal skills in order to deal effectively with employees. Set up individualized training plans to strengthen an employee's existing skills and teach new ones. Set up leadership or executive development programs among employees in lower level positions. These programs were designed to develop potential and current executives to replace those retiring. Lead programs to assist employees with transitions due to mergers and acquisitions, as well as technological changes. Supported training programs, training specialists function as case managers. Assessed the training needs of clients, than guide them through the most appropriate training method. After training, clients either were referred to employer relations representatives or receive job placement assistance. Planning the program development criteria for a world class call center. Identified and assessed training needs within the firm, confer with managers and supervisors or conduct surveys. Periodically evaluate training effectiveness. Depending on the size, goals, and nature of the organization needs, differ considerably in their responsibilities and in the methods they used. Training methods included on-the-job training; in which conditions were duplicated for trainees prior to putting them on the call center floor; apprenticeship training; classroom training; and technical learning, which also involved interactive Internet-based training, multimedia programs, distance learning satellite training, videos and other computer-aided instructional technologies, simulators, conferences, and workshops.

Call Center Manager – 08/2007 - 01/2010

Responsible for overseeing employees in call centers, making sure day to day operations run smoothly, and ensuring that the calls are routed and handled effectively. The end goal to ensure that customers and clients are served well, and that the company is represented in the best way possible.  Revenue generators and profit center for company,  to have top-notch professionals managing the effort in order to fulfill sales goals and meet quotas. Resolve problems with employees, handle customer complaints, deal with technical issues, organized, a good communicator, and have good problem-solving skills. Responsible for many customer interactions, monitor and spot check calls to ensure that they are being fielded properly. Improve call quality and be incorporated into training sessions. Spot the best employees and weed out ones that simply aren’t equipped to handle the work. Ensuring a good customer experience that will lead to a sale or information request. Keeping wait and on-hold times short; maintaining a strong working phone system so calls are not dropped or full of static; and having the right number of staffers to handle the call volume. Effectively motivate the employees so that they come across to customers as positive, energetic, and helpful.

Reason for Leaving: Business Closed and I moved to Utah  – Ending Salary: $57,000 yearly.

 

 

Cable ONE, Inc.                                                                                                                                           

Call Center Customer Care Supervisor and Trainer

Phoenix, AZ

02/06 to 7/07

Call Center Supervisor for Cable Company's main call center. Working with local offices to resolve issues and any error call center floor support may have made. Coached, trained and evaluated call center associates on their research and answering of all customers' questions in regards to their accounts, Cable, Internet and VoIP. Supervised and coached agents offering excellent customer service and care for customers needing help and information on their billing and service of accounts. Coaching team members and the floor representatives to build a more productive and efficient group. Working daily with other Supervisors and Management to find productive and fulfilling ways to keep all associates motivated. Daily monitoring of individuals on performance, stats, attendance, and skills. Taking all escalated calls and providing help to resolve any complaints or problems the customer may have. Multi-tasking with a variety of different computer software programs and applications. Working with Training Department and Quality Assurance Department to build an all around, world class, customer service call center.

Training Specialist

Revised the CableONE Training Department by helping with the development of a new Instructional Design program and implementing it into a new class structure. Training new hires for CableONE, Inc. on policies and call center procedures. Trained new hires and Supervisors on QA, Scripting, Cable Data Order Process, Remedy Ticketing System, CSR Admin Billing and Internet System, Troubleshooting Steps, Customer Service Skills, Nortel Phone Systems, Sigma Systems, VoIP, Analog and Digital Cable Services, HDTV, Digital Video Recording, Cable Wiring and Hook-ups. Building modules and training materials to cater to business and training needs. Coaching and training call center new hires and supervisors to better understand Cable techniques and the Cable Industry. Working with each department to better their teams and make a well rounded work environment and well trained employees.

Reason for Leaving: Moved to Virginia. – Ending Salary: $54,000 yearly.

 

Dr. Irwin Finkelstein                                                                                                                             
Medical Office Manager              

Tempe, AZ

12/1991 to 01/06
Worked one on one with patients for Psychiatrist in a Behavioral/Mental Health Medical Office. Multitasking daily with incoming emergency calls and walk-in patients. Worked one on one with Dr. Finkelstein and staff to schedule meetings, vacations and special appointment times. Liaison between Dr. Finkelstein and drug representatives, labs, insurance companies, pharmacies, hospitals and patients.  Responsible for the operations and administration side of a medical office. Ensures office is running smoothly by supervising office staff, hires, terminates, and trains employees, and oversees the billing portion of the office. Hire, terminate, and train staff in a medical office. Supervise secretaries, receptionists, and medical billers and coders. Oversee billing, coding, and collections. Schedule appointments. Maintain medical records. Make deposits. Reconcile account information. Pay medical office bills. Arrange cleaning staff. Arrange for emergency maintenance visits for building. Order medical and office supplies. Submit claims to insurance. Process company's response to claims. Submit billing statements to patients. Delegate responsibilities. Assess employee performance. Perform data entry and processing. Develop and implement office policies and procedures. Formulate objectives and processes. Generate inventory records. Provide educational material for patients.

Reason for Leaving: Doctor Retired. – Ending Salary: $38,000 yearly.

 

 

SKILLS:

70 WPM             

Adobe

ADP Payroll                                         

BPO                                                       

Cable Data                                         

Call Center Metrics                           

Crystal Reports                                         

CSR Admin                                         

Customer Billing                           

E-Commerce Support                                         

E-Gain                                                       

Excel                                                       

HTML                                                                     

IEX                                                       

Instructional Design                           

Internet Support                                         

JADE                                                       

MS Office Suite                                         

MS Windows (All)                                         

MS Word                                         

NICE                                                       

Nortel, Avaya & Plantronics                           

Outlook                                         

POS Batching

Power Point                                                       

Quality Assurance                           

Remedy

Sigma Systems                                         

Symposium                                         

VoIP                                                       

VTC                                                                     

WFM                                                       

Wizard

Department Budgets                                         

Office Staffing                           

Staffing Reviews

 

 

 

EDUCATION:

Educational Development

 

Skillpath Development – Norfolk, VA – Client Relation and Communication – Certified - 2011

Skillpath Development – Phoenix, AZ – Business and Sales Management – Certified - 2007
Skillpath Development – Phoenix, AZ – Management Communication – Certified - 2006
HIPAA (Health Insurance Portability and Accountability Act of 1996) Certified – Phoenix, AZ – 2002 - 2007
Payson Sr. High School – Payson, Utah - Graduated

 

 

 

References:

Jessica Dunlap – Century Tech - Vice President

757-281-8813

Kim Gibson – Cable ONE, Inc. - Manager

602-364-6000

Megan Parker – Parker Electric - Owner/Manager

757-355-4880