Brandi Ayala

Provides leadership and support.

 Monitor real-time statistics and provide updates.

 Offering guidance, coaching, and feedback when necessary.

 Ensure call center agents understand and comply with call center protocols.

 Identify skill gaps and develop effective training programs.

 Anticipate escalation and take over calls when needed.

 Devise ways to optimize procedures and keep staff motivated.

 Measure performance with key metrics such as call abandonment, call waiting, average

wait time, etc.

 Support call center agents

 Foster teamwork in the organization

 Keep management informed of any issues and concerns

 Attend meetings and calls as required.

 Educate and train staff.

• Manage large amounts of inbound and outbound calls in a timely manner.
• Schedule appointments for patients and ensure the following: obtain and enter accurate demographic information into Athena software (address, phone, insurance etc). Inform caller of items to bring to their appointment, remind caller of cancellation policy and answer questions and offer information as requested, to provide patient-focused service and professional customer service.
• Service patients and their needs by making reminder calls as requested, reschedule appointments as needed and other projects as call volume permits.
• Input inbound referral for patients into Athena software
• Administrative duties
• Trained new employees

• Style items, photograph and market items for sale.
• Personally hand make items and sourced items for sale from second hand and online stores.
• Provide excellent customer service

• Parenting and raising my four children.
• Maintain finances and all household necessities

• Accepted prescriptions for filling, gathered and processed necessary information.
• Answered telephone inquiries from patients, nurses and doctors.
• Received, stored and inventoried pharmaceutical supplies and medications, checked for out-dated medications, and notified pharmacist when inventory levels were low.
• Unpacked, sorted, counted and labeled incoming merchandise, including items requiring special handling or refrigeration.
• Performed clerical tasks, such as filing, compiling and maintaining prescription records, data entry.
• Restocked storage areas, replenishing items on shelf.
• Worked in a productive safe manner at all times