Fallon Gray
Memphis,TN
Summary
Highly motivated individual with a strong background in business strategy, operations, and customer service. Demonstrated success in developing creative solutions to intricate problems and effectively implementing them. Proficient in data analysis, project management, and process improvement. Committed to assisting organizations in achieving their objectives through streamlined processes and effective strategies.
Overview
14
14
years of professional experience
Work History
SCHEDULING CONSULTANT
CARENET
04.2023 - Current
- Create spreadsheets via Excel to record procedure codes and regulations
- Scheduled MRI, CT, Ultrasound and X-ray appointments for 50-100 patients daily
- Verify insurance plans and coverage of patients
- Serve as a liaison between patients and medical professionals
- Aim to provide the highest level of customer service by remaining organized, punctual and accurate
- Develop successful solutions tailored to clients' specific needs
HR SPECIALIST
FEDEX
08.2021 - 04.2023
- Maintained and updated employee records to support accuracy and compliance
- Managed onboarding process for new employees, including orientation and training
- Conducted exit interviews upon request of departing employees to understand reasons for leaving organization
- Collaborated closely with department heads on plans for recruiting additional personnel
- Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
- Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
- Ensured compliance with federal, state, and local labor laws through regular audits and policy updates.
VIRTUAL CSR
PNC FINANCIAL
02.2018 - 08.2021
- Received, investigated and responded to 75 -100 customer inquiries daily
- Maintained knowledge of company products to provide helpful and effective recommendations
- Assisted with mentoring 10-15 new employees during and after training
- Utilized automated systems to log and retrieve call information
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
ACCOUNT MANAGER
PEMKO
08.2010 - 02.2018
- Created product forecasts for customers to prevent material shortages
- Scheduled the pick-up and delivery of materials for approximately 100-150 clients
- Resolved complex customer issues in a timely manner while maintaining positive relationships with clients
- Maintained accurate records of all client interactions in CRM system
- Analyzed sales data to identify trends, opportunities and risks
- Promoted additional products or services based on customer needs assessment
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
Education
Bachelor of Science (B.S.) - Human Resource Management-BS
University of Phoenix
Memphis, TN07.2014
Associate in Science (A.S.) - Healthcare Administration AAS
University of Phoenix
Memphis, TN02.2011
Skills
- Problem Solving
- Tessitura CRM Platform
- Teamwork & Collaboration
- Data Entry
- Client rapport
- Reports and documentation
- Strategic growth management
Timeline
SCHEDULING CONSULTANT
CARENET
04.2023 - Current
HR SPECIALIST
FEDEX
08.2021 - 04.2023
VIRTUAL CSR
PNC FINANCIAL
02.2018 - 08.2021
ACCOUNT MANAGER
PEMKO
08.2010 - 02.2018
Bachelor of Science (B.S.) - Human Resource Management-BS
University of Phoenix
Associate in Science (A.S.) - Healthcare Administration AAS
University of Phoenix
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