Contina Bowser
Heartland,TX
Summary
Dynamic Team Leader with a proven track record at Thirty Madison, excelling in customer satisfaction and team performance. Skilled in conflict resolution and coaching, I foster collaboration and drive productivity. My expertise in quality assurance and strong interpersonal abilities have consistently enhanced service delivery and employee engagement.
Overview
30
30
years of professional experience
Work History
Team Leader
Thirty Madison
New York, New York
01.2025 - Current
- Coordinated cross-functional collaboration to enhance service delivery and efficiency.
- Mentored junior staff on best practices and workplace protocols.
- Monitored team performance to ensure adherence to company standards and policies.
- Developed strategies for enhancing customer satisfaction and engagement initiatives.
- Managed workflow distribution among team members for optimal productivity.
- Maintained a positive work environment that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Established clear expectations for employees and provided guidance.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Developed strategies for problem solving and conflict resolution among team members.
- Reviewed completed work to verify consistency, quality, and conformance.
- Completed daily quality assurance duties to provide feedback for improvements.
- Conducted regular performance reviews to assess individual team member progress.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
Customer Care Associate
Thirty Madison
New York
01.2022 - Current
- Maintained good call control to quickly uncover questions and keep call times low.
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
- Identified crisis calls and arranged for emergency assistance to resolve important problems such as Mental Health.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Subject matter expert across all service lines with Nurx.
Patient Care Coordinator
Pill Club
Fort Worth, TX
05.2019 - 11.2021
- Respond to patient inquiries, questions, and escalated matters via phone, email and short message service (SMS).
- Assist new on-boarded and existing patients with problems and concerns by utilizing existing resources, and inter-departmental relationships to resolve the matter if able.
- Educate patients regarding all offerings from Pill Club healthcare services about women's reproductive health.
- Review patient profiles to ensure the accuracy of information that will facilitate the patient's positive experience.
- Provide subject matter expertise to cross-functional departments as part of the Patient Care G-Chat Escalation Team to identify and provide immediate resolution to patient and/or system issues or concerns.
- Utilized patient care error log to report inaccuracies to aid Patient Care Coordinator and process innovation.
- Waiting Next Refill, Self trained through resources, peer mentoring, and inter-departmental relationships.
- General knowledge of ANNOVERA through peer mentoring and resources.
- Subject Matter Expert of New Onboarded, Onboarded Return, Canceled, and Archive Failed queue.
- Identify and share research, recommendations, and other information regarding HIPAA, risk management, or quality of customer service.
- Provide feedback opportunities through peer coaching and mentoring by developing personalized workflow charts for their specific needs.
- Created the grading grid for the quality assurance form.
- Created Standard of Performance.
- Graded Patient Care Coordinators calls to ensure that the patient has received excellent and correct information.
- Coached and Mentored Patient Care Coordinators that fell below requirements until the requirement was met.
- Assisted with new Patient Care Coordinators with questions and concerns about certain patient charts.
Business Service Manager
AT&T Communications
Fort Worth, TX
03.1996 - 11.2018
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets.
- Handled escalated customer calls to resolve complex issues and improve satisfaction.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Supervised 19-member team, enhancing internal job training and development initiatives.
- Conducted training sessions for new hires, facilitating a smoother onboarding process.
- Provided feedback and developed opportunities to team members regarding the quality of customer service, SOP, and other internal company policies.
- Developed inter-departmental relationships, improving SOP and customer center experience.
- Assisted Command Control with monitoring queues, re-gating calls, adjusting schedule/meeting, forecasting the schedules for future months.
- Consistently met metrics for quality monitoring and recordings.
Education
Bachelor of Science - Communications
Texas A&M University
Commerce, TX06.1994
Skills
- Call Center Centric
- Proficient in Microsoft Office
- NICE
- Verint
- Zendesk
- Care App
- LNX
- Communicator
- Can-Do Approach
- Flexible
- Strong interpersonal abilities
- Strong organizational abilities
- Building Customer Trust and Loyalty
- Courteous
- Strong Service Mindset
- Issue Resolution
- Team Collaboration
- Performance evaluations
- Complex Problem-solving
- Team assessment
- SOP adherence
- Feedback delivery
- Coaching and mentoring
- Relationship building
- Analytical thinking
- Loss prevention
- Performance improvement
- Client communication
- Evaluating employee work
- Work planning
- Complaint resolution
- Verbal and written communication
- Mentoring
- Task delegation
- Overseeing daily activities
- Team Check-ins
- Quality improvement
- Influencing skills
- Team supervision
- Shift scheduling
- Teamwork and collaboration
- Expectation setting
- Leadership
- Call center operations
Timeline
Team Leader
Thirty Madison
01.2025 - Current
Customer Care Associate
Thirty Madison
01.2022 - Current
Patient Care Coordinator
Pill Club
05.2019 - 11.2021
Business Service Manager
AT&T Communications
03.1996 - 11.2018
Bachelor of Science - Communications
Texas A&M University