Fawn Belthem
Hinesville,GA
Summary
Passionate customer service professional able to provide unparalleled support. Highly motivated team player with ability to conduct thorough vetting process of new workers. Driven to increase worker engagement through effective questions, conversations, and ongoing relationship management.
Overview
28
28
years of professional experience
Work History
Customer Service Operations Supervisor
BroadPath Healthcare Solutions
Tucson, AZ
09.2020 - 04.2022
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Evaluated individual knowledge, skills and strengths and assigned team positions to maximize talent areas.
- Developed QA and NPS plans to increase scores on average 24%.
- Developed team communications and information for meetings
Flex Trainer/Customer Support Supervisor
KellyConnect
Detroit, MI
02.2017 - 08.2020
- Ensured technical support analysts were able to deliver world-class technical and application support to dynamic and growing customer base
- Mentored Technical Support Agents in development of time management, customer service, and problem solving skills
- Provided exceptional service and support to students with technical issues
- Provided appropriate tools, training, and support to apply skills and adapt knowledge to effectively resolve customer issues
- Met key performance indicator metrics for call performance measurements and sales goals through development, training, and support of technical support agents
- Managed 25-30 trainees per class
Team Leader
Convergys Corporation
Cincinnati, OH
02.2016 - 02.2017
- Managed performance and growth plans of team members, working with them to develop and implement individual career development plans
- Managed customer support metrics such as quality of service, close rates, response times, AHT, and ACW
- Communicated and developed operations teams to prioritize and address high priority technical issues
- Identified , managed, and executed Technical Support strategic projects and initiatives
- Managed team of 12 to 18 customer service team members
Private Tutor
Self
Hinesville, GA
01.2010 - 02.2016
- Provided individual support instruction to students falling behind in essential reading and math skills
- Tracked learning progress in order to identify opportunities to enhance tutoring methods and help students achieve tailored goals
- Developed student confidence though attentive instruction in math and English, applying positive reinforcement strategies
- Identified student weaknesses to determine most useful tools to facilitate learning
- Tracked learning progress in order to identify opportunities to enhance tutoring methods and help students achieve goals
- Students achieved average of 14 points higher on tests
Dental Assistant/Back Office Manager
Dr. Diana Helmbrecht
Fairbanks, AK
06.2009 - 01.2010
- Oversaw office inventory activities, including ordering and requisitions, stocking, shipment, and receiving which decreased ordering spending by 9.5% in first two quarters of fiscal year.
- Established and developed highly-efficient and dependable dental assisting team of five by delivering ongoing coaching and motivation while providing opportunities for career acceleration through work achievements
- Secured optimal program efficiency through collaboration with internal teams and development of positive community relationships while ensuing essential patient protection
Expanded Duty Dental Assistant/Back Office Manager
Cherry Hills Dental Associates
Denver, CO
10.1993 - 06.2009
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving
- Established and developed highly-efficient and dependable dental assisting team of fourteen by delivering ongoing coaching and motivation while providing opportunities for career acceleration through achievements
- Developed internal requirements which complied with dental standards to minimize regulatory risks and liability across program
- Maintained accurate, current and compliant dental supply records by monitoring and addressing variances
- Decreased ordering budget by 20% within twelve-month period
Education
Master of Business Administration - Healthcare Administration
South University
Savannah, GA2016
Bachelor of Human Services -
Columbia College of Missouri
Columbia, MO2015
Skills
- Online communication
- Excellent written and interpersonal skills
- CRM software tools
- Relationship Management
- Drive For Results
- Customer Service Experience
- Positive Attitude
- Value Proposition
Timeline
Customer Service Operations Supervisor
BroadPath Healthcare Solutions
09.2020 - 04.2022
Flex Trainer/Customer Support Supervisor
KellyConnect
02.2017 - 08.2020
Team Leader
Convergys Corporation
02.2016 - 02.2017
Private Tutor
Self
01.2010 - 02.2016
Dental Assistant/Back Office Manager
Dr. Diana Helmbrecht
06.2009 - 01.2010
Expanded Duty Dental Assistant/Back Office Manager
Cherry Hills Dental Associates
10.1993 - 06.2009
Master of Business Administration - Healthcare Administration
South University
Bachelor of Human Services -
Columbia College of Missouri
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