Jolie Levene-Pryor
Jacksonville,FL
Summary
Experienced Senior Management and Customer Service Professional with a proven ability to drive profit and growth by improving customer satisfaction, revenue, and market share. Demonstrated expertise in optimizing cost savings and promoting employee development to achieve outstanding results. Recognized for consistently delivering award-winning outcomes in growth and customer service through strategic planning and effective team building. Proficient in communicating concepts and company directives to drive organizational success.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Training Manager
Optum
10.2022 - Current
- Directly oversees, leads, and supports trainers responsible for providing foundational and role-based training to new team members.
- Manages, develops, and engages team members and key stakeholders.
- Identifies issues or trends and collaborates with peers and other key stakeholders to identify and implement solutions.
Process and Quality Manager
Urgently
06.2021 - 09.2022
- Regularly met with leadership team to reinforce details of quality standards, provided coaching, leadership, and guidance on how to drive success.
- Drove successful achievement of critical QA targets through operational process organization and execution.
Training Design and Delivery Specialist
Wounded Warrior Project
03.2020 - 06.2021
- Coordinated with subject-matter experts and deliver individual and group instruction and training to Resource Development teammates covering a range of Resource Development policies, procedures, and operational and technical areas.
Contact Center Service Supervisor
Jax Federal Credit Union
08.2018 - 02.2020
- Led the Service Team of the Contact Center to include the support of e-Service channels.
- Responsible for the on-going development, compliance, support and management of the online and mobile banking channels including live webchat.
e-Services (Electronic Services) Manager
121 Financial Credit Union
02.2017 - 08.2018
- Worked to build the largest team of the credit union while working closely with other departments to drive net new membership growth and loan growth.
- Ensured the delivery of the highest level of service on all member-facing communication channels.
Customer Care and Training Supervisor
InComm
09.2016 - 01.2017
- Trained classes of 30 new hires to answer inbound calls from prepaid credit cardholders.
- Coached, mentored and developed employees to provide world-class customer care.
Director, Provider and Member Services
Payspan
12.2005 - 12.2015
- Managed multiple facets of the company in different capacities from training and development to operations.
- Led a Help Desk/Contact Center Team of 30 + staff members responsible for servicing healthcare providers, merchants, and health plan members across the United States.
Operations Manager
McKesson Corporation, formerly known as Per-Se Technologies
02.2001 - 12.2005
- Responsible for Accounts Receivables, Customer Service, Medical Records, Posting and Refunds.
- Managed 4 supervisors, with the ultimate responsibility of 100 individuals in a fast-paced emergency medicine billing environment.
Operations Supervisor
Medaphis Physician Services
12.1992 - 04.1999
- Staffed and developed 25 employees in a payment posting department.
- Directed workflow and managed inventory effectively within three days of receipt.
Skills
- New hire on-boarding
- Program Optimization
- New Employee Training
- Coaching and Mentoring
Certification
Six Sigma Certified Yellow Belt (AIGPE) - August 2022
Plant Based Nutrition Studies Certificate - December 2015
Timeline
Training Manager
Optum
10.2022 - Current
Process and Quality Manager
Urgently
06.2021 - 09.2022
Training Design and Delivery Specialist
Wounded Warrior Project
03.2020 - 06.2021
Contact Center Service Supervisor
Jax Federal Credit Union
08.2018 - 02.2020
e-Services (Electronic Services) Manager
121 Financial Credit Union
02.2017 - 08.2018
Customer Care and Training Supervisor
InComm
09.2016 - 01.2017
Director, Provider and Member Services
Payspan
12.2005 - 12.2015
Operations Manager
McKesson Corporation, formerly known as Per-Se Technologies
02.2001 - 12.2005
Operations Supervisor
Medaphis Physician Services
12.1992 - 04.1999