Georgette Johns
Baltimore
Summary
Experienced with managing call center teams to deliver exceptional customer service. Utilizes strategic planning and process optimization to improve efficiency. Track record of fostering team collaboration and ensuring adaptability to changing demands.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Call Center Manager- Hybrid
RadNet-Baltimore-MD
09.2023 - 02.2025
- 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.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Contact Center Team Leader
RadNet-Baltimore, MD
12.2022 - 09.2023
- Set performance targets for team members, holding them accountable for meeting goals and celebrating successes together.
- Increased contact center efficiency by streamlining processes and optimizing workflows.
- Facilitated seamless transitions during organizational changes, ensuring minimal disruptions in service delivery and maintaining high levels of employee engagement.
- Established a culture of continuous improvement within the contact center, encouraging team members to share ideas on how to enhance operational efficiency or improve customer experience.
Medical Scheduler
RadNet-Baltimore, MD
04.2014 - 12.2022
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed cancellations or no-shows efficiently, proactively filling open slots with patients from urgent care needs.
- Followed up with patients to reschedule missed appointments.
- Ensured compliance with HIPAA regulations while handling sensitive patient information during all aspects of appointment scheduling processes.
Education
B.S. - Elementary Education
Morgan State University
Baltimore, MDSkills
- Call center operations
- Effective Team Leadership
- Polite professionalism
- Service Excellence
- Escalation handling
- Strong leadership
- Comprehensive call analysis
- Call center customer service
- Call monitoring
- Coaching and mentoring
- Call routing
Certification
Driver's License
Timeline
Call Center Manager- Hybrid
RadNet-Baltimore-MD
09.2023 - 02.2025
Contact Center Team Leader
RadNet-Baltimore, MD
12.2022 - 09.2023
Medical Scheduler
RadNet-Baltimore, MD
04.2014 - 12.2022
B.S. - Elementary Education
Morgan State University
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