Elizabeth Doell
Lombard,IL
Summary
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
8
8
years of professional experience
Work History
Contact Center Manager
Duly Health and Care
07.2022 - 08.2024
- Spearheaded the expansion of the Contact Center to include new specialties, enabling clinical staff to focus on patient care and improving operational efficiency.
- Collaborated with the EPIC team to develop three new decision trees and update six existing ones, streamlining scheduling processes and enhancing communication with offices.
- Facilitated cross-training of agents across multiple specialties, improving phone coverage and ensuring timely call responses, which contributed to higher patient satisfaction.
- Developed and delivered training programs for front desk scheduling specialties and trained supervisors through structured "train-the-trainer" sessions.
- Created impactful reports in Five9, widely utilized across the organization for monitoring and improving operations.
- Regularly met with supervisors and agents to provide mentorship, foster skill development, and guide career path opportunities.
- Managed specialty team transitions to absorb additional nurse lines, achieving seamless integration through open communication and strategic planning.
- Ensured teams consistently ranked in the top 5 on monthly scorecards, emphasizing performance excellence and accountability.
- Oversaw daily operations of the Contact Center, ensuring adherence to KPIs and customer service standards.
- Coordinated with leadership and clinical teams to resolve escalations and improve patient and staff interactions.
- Assisted in the implementation of new scheduling tools and communication workflows, resulting in increased efficiency.
- Conducted performance reviews and provided coaching to team members, driving measurable improvements in service quality.
Contact Center Supervisor
Duly Health and Care
08.2016 - 07.2022
- Coached and mentored a team of approximately 25 direct reports, ensuring high standards of service.
- Monitored call volumes and work queues to meet department goals.
- Conducted quality assurance through call monitoring and provided feedback during 1:1s.
- Resolved patient complaints and managed scheduling, time off approval, and payroll.
- Trained new and existing team members on processes and workflows.
- Partnered with leadership and stakeholders to address barriers in patient scheduling and updated protocols as needed.
- Implemented training programs to enhance team performance and skills.
Skills
- Crisis management
- Staff recruitment
- Coaching and mentoring
- Compliance
- Workforce management
- Information tracking
- Scheduling proficiency
- Reporting skills
Timeline
Contact Center Manager
Duly Health and Care
07.2022 - 08.2024
Contact Center Supervisor
Duly Health and Care
08.2016 - 07.2022
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