Christine Mayfield
North Little Rock
Summary
Adept at driving performance improvements and fostering a cohesive team environment, my tenure at Arkansas Urology exemplifies my capability in escalation handling and team coaching. Leveraging skills in call monitoring and employee motivation, I've significantly enhanced customer satisfaction and operational efficiency, embodying a proactive and results-oriented approach.
Focused Manager with over 20 years of experience in call center sales, service and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
37
37
years of professional experience
Work History
Call Center Manager
Arkansas Urology
05.2016 - Current
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Planning, supervising changes and managing the daily operations of the Call Center
- Answers questions and recommends corrective services to address customer complaints
- Manage daily tasks and clinical inbox
- Utilization of the current operating system for EMR Medical Records for appointments/schedule management
- Maintains and improves Call Center operations by monitoring system performance, and completing system audits and analyses.
- Provide coaching and assistance to call center agents on an ongoing/daily basis
- Maintains patient confidentiality and compliance with HIPAA laws and regulations
- Monitors staff timekeeping and payroll records
- Maintains training records and onboarding set forth to new employees
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Developed quality employees within call center to take over leadership positions.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Determined quality assurance benchmarks and set standards for improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Call Center Representative
Arkansas Urology
05.2016 - 04.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
Family Practice Front Desk Leader
Cabot Medical Care
03.1999 - 05.2016
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
- Maintained a thorough knowledge of local attractions and events, providing personalized recommendations for an enhanced guest experience.
- Implemented innovative strategies to upsell rooms and amenities, contributing to increased revenue growth.
- Contributed to the development of promotional materials highlighting hotel offerings for prospective guests.
- Conducted regular audits of cash drawers and financial transactions, ensuring proper accounting procedures were followed daily.
Toys R US Manager
Toys R US
01.1990 - 11.1996
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
K-Mart Manager
K-Mart
02.1988 - 11.1996
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
Education
High School Diploma -
Valley High School
New Kensington, PA01-1982
Skills
- Call routing
- Call center customer service
- Team coaching
- Escalation handling
- Employee motivation
- Staff training
- Complaint resolution
- Call monitoring
- Performance improvements
- Hiring oversight
- KPI tracking
- Quality controls
- Productivity standards
- Script development
Timeline
Call Center Manager
Arkansas Urology
05.2016 - Current
Call Center Representative
Arkansas Urology
05.2016 - 04.2022
Family Practice Front Desk Leader
Cabot Medical Care
03.1999 - 05.2016
Toys R US Manager
Toys R US
01.1990 - 11.1996
K-Mart Manager
K-Mart
02.1988 - 11.1996
High School Diploma -
Valley High School
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