covid 19 call center supervisor with cctc resume example with 8+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Motivated and experienced Call Center Supervisor dedicated to ensuring efficient and effective operations while providing exceptional customer service and support during the pandemic. Skilled in managing a team, optimizing call center processes, and implementing best practices to enhance overall performance. Seeking an opportunity to continue contributing to the fight against COVID-19 and other diseases and make a positive impact on public health.

  • Good verbal, written, and presentation skills
  • Time management
  • Multitasking
  • Microsoft Office
  • Customer service
  • Technical support
  • Document Management
  • Operational Efficiency
  • Timekeeping and Schedule Coordination
  • Training Coordination
  • Team Coaching
  • Continuous Quality Improvement (CQI)
  • Quality Assurance
  • Workflow Processes
Coastal Carolina Community College Jacksonville, NC Expected in 2001 Certificate : Introduction To Microsoft Office - GPA :
Blake Business School New York, NY, Expected in 03/1993 Certificate : Clerical Aide - GPA :
Franklin K. Lane Queens, NY, Expected in 09/1992 General Education Development Diploma : - GPA :
Coastal Carolina Community College Jacksonville, NC Expected in 1992 Certificate : Keyboarding - GPA :
Work History
Akumin Inc. J Usf - COVID-19 Call Center Supervisor With CCTC
Lake Worth, FL, 09/2020 - Current
  • During challenging periods of Delta and Omicron variants, effectively managed a team comprising up to 75 call agents, five team leads, and one assistant regional supervisor at the CCTC Call Center.
  • Supervised and monitored all day-to-day operations of the COVID-19 Call Center.
  • Review and prepare work schedules to ensure sufficient coverage, time-off requests, and monitored attendance issues.
  • Utilized Switchboard and Shift data to conduct audits on timesheets, ensuring accuracy, and approved weekly timecards.
  • Monitoring and evaluating team performance by providing learning, coaching, and counseling sessions and taking corrective action.
  • Preparing reports and analyzing Call Center data to assist management as they determine call center goals. Identifying operational issues and suggesting possible improvements.
  • Onboard and prepared training material for training new hire call center staff. Advise team lead on training and preparing call center agents to respond to questions or concerns from Contacts or Case Patients.
  • Conducted weekly audits of staff members, checking for documentation of all incoming calls that matched records in CCTO. While ensuring that phone logs were clear and concise.
  • Monitored vaccine, treatment, and resource referrals to ensure they were correctly completed. Also, double-checked accuracy of task formats and regional assignments.
  • Designed personalized Call Center training materials specifically for Call Center agents, utilizing job aids originally created for regional teams.
  • Ensured continuous training of Call Center agents, updating them whenever there were changes in regions, updates made by the state, or guidance provided by CDC.
  • Developed training materials, informational resources, and video tutorials for agents on NCCARE360 for the NCDHHS Call Center, which were subsequently utilized to train regional teams.
  • Delivered updates and conducted training sessions for team leads regarding any changes or updates that impacted Call center operations.
Accentuate Staffing - COVID-19 Team Lead With CCTC
City, STATE, 06/2020 - 09/2020
    • Led a team comprising of 25 call agents under the supervision of the Regional Supervisor at the CCTC Call Center.
    • Provided guidance, and mentoring to team members, fostering a collaborative and productive work environment.
    • Coached new team member's on-call techniques and provided quality auditing feedback.
    • Conducted team meetings to communicate goals, expectations, and project updates, ensuring alignment and clarity.
    • Monitored team performance, identified areas for improvement, and implemented strategies to enhance efficiency.
    • Discovered training and development opportunities to team members, equipping them with the necessary skills and knowledge to excel in their roles under the supervision of the Regional Supervisor.
    • Resolved conflicts and addressed performance issues promptly and effectively, utilizing appropriate disciplinary measures when necessary.
    • Collaborated with other team leads to coordinate workflow, streamline processes, and optimize team performance.
    • Implemented performance metrics and tracked key performance indicators to monitor individual and team performance and identifying areas of improvement.
    • Acted as a liaison between the team and upper management, relaying feedback, concerns, and suggestions to ensure effective communication and a positive work environment.
    • Developed and implemented strategies to enhance team morale, motivation, and engagement, fostering a culture of continuous improvement.
    • Conducted real-time whisper audits and delivered immediate feedback to call center agents.
    • Provided support to call center agents during periods of high call volumes and staff shortages by assisting them with handling incoming calls.
    • Assisted the Regional Supervisor with scheduling, approved time off requests, and found coverage for shifts we were shorted staffed.
    • To enhance my performance as a contact tracer and later as a team lead, I proactively pursued additional training courses.
Accentuate Staffing - COVID-19 Contact Tracer With CCTC
City, STATE, 05/2020 - 06/2020
    • Answered calls in multiple queues to ensure optimal coverage at the Call Center.
    • Received incoming calls from recently diagnosed patients to conduct contact tracing, identifying individuals they had been in contact with and assessing potential exposure.
    • Conducted timely assessments with close contacts to case patients who tested positive for COVID19.
    • Utilized effective communication skills to provide clear instructions on quarantine, and testing protocols to both positive cases and their contacts.
    • Demonstrated empathy and cultural sensitivity when interacting with individuals, addressing their concerns, and providing support and resources.
    • Recorded and documented all relevant call details accurately and confidentially utilizing the Community Team Outreach Tool (CCTO) to maintain accurate data.
    • Maintained regular contact with individuals in isolation or quarantine, monitoring their symptoms and providing guidance on seeking medical care if necessary.
    • Educated individuals about COVID19 prevention measures, including mask usage, hand hygiene, and social distancing.
    • Followed established protocols and guidelines provided by the health department and CDC to ensure consistent and effective contact tracing practices.
    • Assisted in community outreach efforts to raise awareness about COVID19, testing sites, and vaccination programs.
    • Stayed updated on the latest developments and guidelines related to COVID19 to provide accurate and up-to-date information to individuals and the community.
    • Contributed to the development of a Spanish script for the bilingual Call Center agents ahead of the official script release by the state at a later time.
Neurosurgery Consultants, P.A. - Medical Receptionist
City, STATE, 06/2011 - 12/2016
  • Provided administrative support to three physicians, including managing patient schedules, organizing files, and preparing clinical phone messages.
  • Greeted and checked-in patients in a friendly professional manner, verifying personal, medical, and insurance information.
  • Entered patient information accurately into computer databases, ensuring complete and efficient registration for new patients.
  • Scheduled and confirmed patient appointments, coordinating with physicians and secondary care providers as needed.
  • Communicated with patients regarding appointment reminders, changes, and delays to minimize wait times and ensure smooth patient flow.
  • Answered phones and addressed inquiries, providing clear and detailed information, or directing calls to the appropriate personnel.
  • Recorded and filed patient data, medical records, and case histories, ensuring accuracy and compliance with privacy regulations.
  • Processed prescription refill requests on behalf of physicians, liaising with local and mail-order pharmacies to facilitate timely medication fulfillment.
  • Assisted with insurance verification, collected copays, and communicated patients' financial responsibilities before services were rendered.
  • Collaborated with third-party payers to obtain authorizations for services and communicated outstanding balances to insurance companies and patients.
  • Demonstrated strict adherence to HIPAA Privacy and Security Regulations, maintaining patient confidentiality and handling sensitive information appropriately.

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Resume Overview

School Attended

  • Coastal Carolina Community College
  • Blake Business School
  • Franklin K. Lane
  • Coastal Carolina Community College

Job Titles Held:

  • COVID-19 Call Center Supervisor With CCTC
  • COVID-19 Team Lead With CCTC
  • COVID-19 Contact Tracer With CCTC
  • Medical Receptionist


  • Certificate
  • Certificate
  • General Education Development Diploma
  • Certificate

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