Alicia Letney
Broken Arrow,Ok
Summary
Dedicated and results-oriented professional with over 10 years of extensive experience in customer service management and dealer relations. Adept at building and maintaining strong partnerships with clients, driving customer satisfaction, and optimizing business growth. Skilled in leading high-performing teams, implementing effective customer service strategies, and resolving complex issues with a customer-centric approach. Proven track record of exceeding sales targets, improving operational efficiency, and fostering long-term relationships with key stakeholders. Possess exceptional communication, negotiation, and problem-solving abilities. Seeking a challenging role in a dynamic organization where my expertise can be utilized to drive superior customer experiences and achieve organizational goals.
Overview
14
14
years of professional experience
Work History
Manager of Dealer Support
The Galley
10.2021 - Current
- Built relationships with customers and the community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase the return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Implemented a new CRM system
- Plan in-person training events with over 60 attendees
- Plan virtual training
- Assist sales team with identifying targets.
- Assist sales team with account management
Customer Care Specialist
The Galley
02.2019 - 10.2021
- Assistant to CEO
- Tracked and analyzed reports to determine needed improvements.
- Motivated and trained employees to maximize team productivity.
- Developed and updated tracking spreadsheets using Quickbooks, Fishbowl, and Salesforce.
- Processes customer orders, and managed all followup on new orders.
- Managed Customer Care, and all technical support on the product line.
- Responded to customer calls and emails to answer questions about products and services
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations
Physician Referral Specialist
Cancer Treatment Centers Of America
05.2014 - 02.2018
- Internal hospital liaison and team lead
- Process management, and implementation
- 100% follow-up with every referring physicians office within 24 hours
- Plan, recruit, and execute Continuing Medical Education for internal and external physicians
- Developed an internal physician strategy, and a medical conference strategy
- In FY16 increased physician referrals by 35% YOY
- In FY17 increased our referral conversion rate to a 95% approval rate
- Data tracking and analytics
New Patient Scheduling Coordinator
Cancer Treatment Centers of America
11.2012 - 06.2014
- Responsible for scheduling all new patients and communication with all internal departments to ensure when the patient arrive the schedule runs smoothly, and efficiently
- Developed, and implemented the Dynamic Scheduling Process across all five hospitals
- Responsible for all Medicare New Patient Schedules, and communication
Sales and Productions Assistant, •Compliance Officer, •Equipment Transportation Scheduler
Southwest Medical
02.2011 - 11.2012
- Purchasing, and Order Processing
- Collaborated with production team to facilitate smooth operations, avoiding disruptions and delays
Administrative Assistant
Mutual of Omaha
06.2009 - 08.2009
- Extensive Marketing and Strategic Planning
- Created and maintained databases to track and record customer data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Scheduled office meetings and client appointments for staff teams.
Education
Bachelor of Science - Business Administration, Church Administration
Oral Roberts University
05.2010
Additional Information
- Awards and Accomplishments , 2015 Moment of Truth Award Tom Schuler Award recipient for process improvement
Timeline
Manager of Dealer Support
The Galley
10.2021 - Current
Customer Care Specialist
The Galley
02.2019 - 10.2021
Physician Referral Specialist
Cancer Treatment Centers Of America
05.2014 - 02.2018
New Patient Scheduling Coordinator
Cancer Treatment Centers of America
11.2012 - 06.2014
Sales and Productions Assistant, •Compliance Officer, •Equipment Transportation Scheduler
Southwest Medical
02.2011 - 11.2012
Administrative Assistant
Mutual of Omaha
06.2009 - 08.2009
Bachelor of Science - Business Administration, Church Administration
Oral Roberts University
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