Delouise Morgan
New Orleans,LA
Summary
Dynamic Customer Service Manager who leads diverse teams to achieve company goals. Customer service professional dedicated to effective team management and customer satisfaction. Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication. Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Service Appointment Coordinator/Insurance Verification Specialist
Dental Arts Of New Orleans
New Orleans
07.2016 - 02.2026
- Coordinated patient appointments and managed scheduling to optimize workflow efficiency.
- Enhanced patient communication by implementing effective reminder systems for upcoming appointments.
- Streamlined appointment processes, reducing wait times and improving overall patient satisfaction.
- Collaborated with dental staff to ensure seamless coordination of patient care and treatment plans.
- Trained new staff on scheduling protocols and best practices for managing patient appointments.
- Monitored appointment cancellations and rescheduling, maintaining accurate records to minimize disruptions.
Office Manager
State Farm Insurance
09.1993 - 03.2016
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Cross-trained and backed up other customer service managers.
- Adhered to all confidentiality requirements at all times.
- Met all customer call guidelines including service levels, handle time and productivity.
- Solved unresolved customer issues.
- Promptly responded to inquiries and requests from prospective customers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Facilitated inter-departmental communication to effectively provide customer support.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Trained staff on operating procedures and company services.
- Provided accurate, specific and timely performance feedback for CSRs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Fostered an environment which encouraged continual process improvements.
- Effective liaison between customers and internal departments.
- Maintained up-to-date knowledge of product and service changes.
- Managed work flow to exceed quality service goals.
Insurance Verification
Tulane University Medical Center
New Orleans, La.
06.1991 - 08.1993
- Managed work flow to exceed quality service goals.
- Maintained accurate records of past due customer account activity.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Effective liaison between customers and internal departments.
Secretary
Fontaine Management
New Orleans, La.
04.1989 - 05.1991
- Met all customer call guidelines including service levels, handle time and productivity.
- Adhered to all confidentiality requirements at all times.
- Solved unresolved customer issues.
Education
1 Year Course - Computer
Tulane Adult Education
New Orleans, La.01-1991
High School Diploma - undefined
Eleanor McMain High School
New Orleans, La.01-1979
Skills
- Microsoft Outlook, Word and Excel
- Customer Relationship Management Software (CRM)
- Skilled trainer
- Inventory control
- Exceptional interpersonal communication
- Excellent time management skills
- Effective problem solver
- Effective workflow management
- Escalation handling
Certification
- State Of Louisiana Property & Casualty Insurance 1996-Present
- State Of Louisiana Life & Health Insurance 1996-Present
Timeline
Service Appointment Coordinator/Insurance Verification Specialist
Dental Arts Of New Orleans
07.2016 - 02.2026
Office Manager
State Farm Insurance
09.1993 - 03.2016
Insurance Verification
Tulane University Medical Center
06.1991 - 08.1993
Secretary
Fontaine Management
04.1989 - 05.1991
High School Diploma - undefined
Eleanor McMain High School
1 Year Course - Computer
Tulane Adult Education