CYNTHIA FREEMAN
Parma,Ohio
Summary
Seasoned Team Lead with in-depth knowledge in managing diverse teams to drive operational efficiency. Skilled in strategic planning, project management, and conflict resolution. Notable for cultivating productive work environments and fostering professional growth among team members. Previous roles demonstrate significant contributions to process improvements, increased productivity, and business growth. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
27
27
years of professional experience
Work History
Team Lead for Marc Fisher campaign for Connexus Resource Group
Connexus Resource Group
Parma, Ohio
10.2023 - Current
- Managing a team of 7-15 agents
- Juggling 6 shoe brand websites
- Team work with managing co workers teams when absent, up to 3 teams a day
- Five9 Supervisor experience
- Performance Metrics and KPIs
- Data analysis and reporting
- Training and development
- Performance coaching and feedback.
Team Lead for the Billings Clinic Campaign for Connexus Resource Group
Connexus Resource Group
03.2023 - 10.2023
- Promoted to Team Lead Manager 4 months after starting this campaign
- Managed a team of 10-15 agents
- Customer Service and Support
- Time management and prioritization
- Performance Metrics and KPIs
- Data analysis and reporting
- Training and development
- Performance coaching and feedback
- Policy and procedure development
- Conflict resolution and problem-solving
- Effective communication and active listening.
CSR Agent for the Billings Clinic Campaign for Connexus Resource Group
Connexus Resource Group
12.2022 - 03.2023
- Received inbound calls for Billings Clinic Hospital
- Set appointments for various specialty Departments
- Conducted Conference calls/transfers
- Knowledge of the Medicaid passport Authorization process
- HIPPA certified.
Eats Delivery Driver
Uber
Parma, Ohio
03.2018 - 02.2022
- Learned local roads and used GPS to avoid traffic issues and minimize delays
- Packed hot and cold food using insulated containers and ice packs and delivered food and beverages from various local restaurants
- Resolved customer concerns to improve service
- Delivered food and beverages from various local restaurants.
Optometrist Technician
Dr. Jodi Rosenthal and Associates
Parma, Ohio
09.2001 - 09.2003
- Prepared for upcoming appointments by pulling charts, preauthorization insurance, and readying paperwork
- Prepared work orders with accurate patient measurements
- Improved outcomes by educating patients about how to use and care for corrective lenses
- Documented patients' medical histories for ophthalmologists using paper charts.
Pharmacy Technician
Giant Eagle
Parma, Ohio
07.2000 - 08.2001
- Resolved account issues and prescription problems via telephone and at the counter
- Called insurance companies to determine prescription costs
- Entered orders in the computer system for refills
- Contacted clinics or physicians to request patient prescription refills
- Processed insurance claims for patient medication.
Butcher Assistant
Meat Market
Parma, OH
07.1997 - 08.2000
- Received orders from customers and sliced, weighed and wrapped meats to customer specifications.
- Kept records of daily inventory levels and production schedules.
- Unloaded incoming shipments of meat products into cold storage areas.
- Organized shelves with products in an orderly fashion ensuring proper rotation was followed at all times.
- Adhered to USDA guidelines when labeling packaged meats ready for sale.
- Operated cash registers to record sales transactions accurately.
- Inspected carcasses for quality assurance prior to cutting.
- Cleaned, prepared and stored meat for sale in retail cases.
- Replenished display cases with fresh product as needed throughout the day.
- Assisted butchers in the fabrication of specialty cuts of meat as requested by customers.
- Answered phone to assist customers and take orders.
CSR Agent for the Witt O'Brien Kansas Emergency Rental Assistance Program/Campaign Connexus Resource Group
Connexus Resource Group
02.2022
- I was on the Quality Control Team in the Witt O'Brien Kansas Emergency Rental assistance campaign
- I was promoted to the Quality Control team 4 months after I was hired
- I reviewed applications that were submitted for rent and utility assistance
- Took inbound calls using Five9 Softphone
- Made outbound calls to applicants and landlords using Five9 as well
- Followed up with customers to offer additional support and check resolution satisfaction
- Documented, researched, and resolved customer service issues
- Addressed and resolved customer concerns and complaints
- Managed customer calls efficiently in a fast-paced call center environment
- Met personal, team, and company goals in a customer service environment
- Updated records with details of customer interactions and transactions
- Complied with corporate regulations, policies, and procedures to maximize safety, security, and overall trust in the organization and employees.
Education
High school/Equivalent -
Normandy Senior High School
Parma, Ohio12.1999
Skills
- Trend tracking
- Regulatory Compliance
- Schedule Management
- Production Monitoring
- Performance monitoring
- Operations Management
- Customer Focus
- Hiring and Training
- Workload Management
- Motivational Skills
- Influencing skills
- Remote Team Management
- Employee Scheduling
- Performance Coaching
- Succession Planning
- Team Leadership
- Customer Service
- Employee Coaching and Mentoring
- Time Management
- Cost Control
- Onboarding and Orientation
- Performance Tracking and Evaluation
- Project Planning
- MS Office
- Administration and Reporting
Timeline
Team Lead for Marc Fisher campaign for Connexus Resource Group
Connexus Resource Group
10.2023 - Current
Team Lead for the Billings Clinic Campaign for Connexus Resource Group
Connexus Resource Group
03.2023 - 10.2023
CSR Agent for the Billings Clinic Campaign for Connexus Resource Group
Connexus Resource Group
12.2022 - 03.2023
CSR Agent for the Witt O'Brien Kansas Emergency Rental Assistance Program/Campaign Connexus Resource Group
Connexus Resource Group
02.2022
Eats Delivery Driver
Uber
03.2018 - 02.2022
Optometrist Technician
Dr. Jodi Rosenthal and Associates
09.2001 - 09.2003
Pharmacy Technician
Giant Eagle
07.2000 - 08.2001
Butcher Assistant
Meat Market
07.1997 - 08.2000
High school/Equivalent -
Normandy Senior High School
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