Wesley Meno
Hampstead,NC
Summary
An individual with an immense excitement for people, results, and making a meaningful impact. Who excels at unique and creative conflict resolution for a dynamic range of customer/patient types for over 15 years. Secured a reputation for being reliable, approachable, and leading with genuine intent. Ranked top 10% in customer satisfaction within a top 20 Fortune 500 technology company (Verizon). Highly competent in a vast amount of software systems within various fields. Knows the importance of contributing to a positive work environment and fostering a supportive relationship with his peers. Adaptable to face-paced changes, flexible to any business challenge or need, and who is confident in successfully taking on any knowledge gaps within new opportunities.
Overview
17
17
years of professional experience
Work History
Patient Experience Coordinator
Novant Health, Inc
Wilmington, NC
03.2023 - Current
- Manages a high volume of inbound calls, addressing patient inquiries regarding scheduling, referrals, insurance, new patient procedures, and follow-ups while prioritizing exceptional customer service
- Performs in-person patient check-ins, ensuring completion of paperwork and collection of necessary personal and insurance information prior to doctor visits
- Coordinates medical records and referral transmissions to specialists, liaising with healthcare providers to ensure a seamless transition
- Maintain doctor's schedule, proactively managing emergency visits, cancellations, and scheduling adjustments while handling patient appointments via phone and in-person check-outs simultaneously
- Engage directly with doctors, nurses, and clinical staff to address patient clinical inquiries and concerns
- Ensure prompt response to voicemails left for front office staff, maintaining timely communication
- Provide emotional support to patients by fostering a comfortable and reassuring environment during their medical visits
- Oversee task completion and timeliness of team members, ensuring efficient workflow and adherence to protocols
- Demonstrate exceptional multitasking, time management, and interpersonal skills to successfully manage simultaneous responsibilities throughout the workday
Customer Service Support Coordinator
Verizon
Hampstead, NC
12.2018 - 02.2023
- Utilizes creative problem solving skills to solve escalated customer concerns via inbound calls
- Exceeds in building rapport with customer's in order to rebuild confidence in company
- Non-transactional and customized resolutions to ensure future and long-term success
- High sales performance in services and devices by keeping solutions tailored to individual needs
- Multi-task with various proprietary systems used for account maintenance
- Supports other teammates via chat systems while simultaneously staying consistent in my own duties
- Ability to prioritize tasks based on level of importance
- Strategized long-term business need solutions and applied customer feedback for process improvements
- Partnered with leadership on employee success and assisted with creating development plans to further their career growth
- Collaboratively reviewed job performance directly with trainees and tenured employees
- Filled in for supervisors in their absence by taking on their full role and responsibilities
Customer Service New Hire Trainer
Verizon
Wilmington, NC
08.2018 - 12.2019
- Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training
- Created and facilitated training content via role playing, simulation, and team exercises
- Facilitated evaluations of training courses to uncover areas in need of improvement for long term new hire success
- Utilized communication and relationship building skills to discover learning style of each employee for best possible development and growth
- Successfully took on responsibilities of a new hire supervisor role
- Documentation and data analysis to monitor trends of individuals to ensure both business standards and employee satisfaction were being met
Customer Service Advocate
Verizon
Wilmington, NC
01.2017 - 08.2018
- Cultivated impactful relationships with customers in order to solve complex and escalated issues and restore satisfaction
- Restored company brand
- Non-transactional and customized resolutions
- Remained up to date with changing internal policies, company offerings, and promotions to effectively serve every customer
- Completed company based training programs for professional development
- Monitored trends and collected feedback to provide quality control management with suggestions on how to benefit customer satisfaction
- Processed a vast amount of customer account changes with proprietary software
- Exceeded company productivity standards on consistent basis
- Assisted supervisor with team growth by taking personal initiative to create skill building activities to facilitate
Dining Associate III
NHRMC
Wilmington, NC
08.2008 - 12.2016
- Knowledgeable in recognizing dietary needs and restrictions based on patient's health condition
- Highly skilled in communicating with an extremely dynamic range of personalities
- Partnered with nurses and other medical staff in various departments to ensure there were proper inventory of specialty food items (feeding tube diets, formula, etc)
- Trained new employees and followed up with their progress
- Coordinated and prioritized patient's meal times by taking inbound phone calls, orchestrating staff schedules, and partnering with numerous other teams
- Versed in emotional intelligence due to having to be aware of the severity of medical issues that could be occurring in each room visited
- Ability to adjust in a face paced environment with many potential obstacles
- Knowledgeable in the software systems utilized by food service within healthcare facilities
Education
Some College (No Degree) -
Cape Fear Community College
Wilmington, NCSkills
- Proficient and experienced in various healthcare and technology software systems
- Achieved exceptional sales performance in cell phone plans and devices by building trust through honest and transparent communication and tailoring solutions to individual needs
- Team event organization, creation, and facilitation / focus on team morale
- Exceedingly creative in problem solving that benefits both the business and clientele
- Emotional Intelligence
- Task prioritization and delegation
- Training curriculum content creation and delivery
- Employee success audits and executing on development and growth
- Exercises flexibility, adaptability, and willingness to learn
- Dynamic range of leadership experience varying from team lead, supervising, new hire trainer, and, patient experience coordination
- In person and virtual de-escalation, admin, brand promotion, and customer satisfaction skills
- Self disciplined as well as an engaging team player
- Schedule, appointment, and high-volume inbound call management
- Prioritizes a healthy attitude and approachability
Timeline
Patient Experience Coordinator
Novant Health, Inc
03.2023 - Current
Customer Service Support Coordinator
Verizon
12.2018 - 02.2023
Customer Service New Hire Trainer
Verizon
08.2018 - 12.2019
Customer Service Advocate
Verizon
01.2017 - 08.2018
Dining Associate III
NHRMC
08.2008 - 12.2016
Some College (No Degree) -
Cape Fear Community College