Amanda Wright
Hernando,MS
Summary
Proven leader with a track record of enhancing customer satisfaction and profitability at Methodist LeBonheur Healthcare. Skilled in complex problem-solving and operations management, demonstrated through strategic business evaluations and staff development. Excelled in team leadership and driving service quality, achieving significant improvements. Strong leader and problem-solver that uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
Work History
Early Out Manager
Methodist LeBonheur Healthcare
05.2013 - Current
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- 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.
- Implemented key performance indicators to track agent performance, driving continuous improvement in service quality.
- Enhanced profitability by conducting regular analysis and adjusting accordingly.
- Managed financial reporting for accurate decision-making and strategic planning.
Pharmacy Technician
Walgreens
07.2004 - 08.2014
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
Front Desk Office Manager
Arrhythmia Consultants
07.2009 - 07.2012
- Assisted in the preparation of financial reports and invoices, contributing to accurate record-keeping and timely payment processing.
- Resolved customer complaints effectively by listening attentively, empathizing with their concerns, and providing prompt solutions tailored to individual needs.
- Maintained strict confidentiality in handling sensitive patient information, adhering to HIPAA guidelines and clinic policies.
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Expedited resolution of insurance issues by acting as a liaison between patients, providers, and insurance companies.
Education
High School Diploma -
Southaven High School
Southaven, MS05.2006
Skills
Team Leadership
Complex Problem-Solving
Staff Training and Development
Operations Management
Business Strategy Evaluation
Timeline
Early Out Manager
Methodist LeBonheur Healthcare
05.2013 - Current
Front Desk Office Manager
Arrhythmia Consultants
07.2009 - 07.2012
Pharmacy Technician
Walgreens
07.2004 - 08.2014
High School Diploma -
Southaven High School