Kelly Mathis

Interacts with customers via telephone, SMS, and email to assist with customer inquiries and issues. Handles heavy inbound calls (150-200 daily) professionally and promptly. Educates and promotes self-service options where applicable. Resolves customer complaints and concerns through active listening, empathy, professionalism, and problem solving. Multitasks between multiple tools and systems (knowledge base, team meetings, supervisor) and applies information and knowledge to customer situations. Process and verify incoming invoices for accuracy and completeness. Process and verify invoices. Prepare and issue payments. Reconcile accounts payable transactions. Collaborate with carriers and other departments to resolve payment issues. Ensure compliance with company policies.

Increased client satisfaction by streamlining business processes and implementing innovative solutions.

Thoroughly cleaning all cabin surfaces, including seats, headrest, armrests, tray tables, floor, and overhead compartments on approximately 10 aircraft daily. Cleaning and sanitizing lavatories, including toilets, sinks, and floors. Removing trash and debris from the cabin. Replenishing safety cards and supplies in lavatories and Vacuuming carpets and floor mats. Performing security checks under seats, in seat pockets, overhead compartments and on tray tables as per company policy. Following all established safety and security procedures, including proper use of cleaning chemicals and equipment. Adhering to airline and ABM company standards for cleanliness and sanitation. Reporting any maintenance issues or safety hazards to supervisors. Collaborating effectively with team members and supervisors to stay informed on performance expectations, procedural updates, and any other relevant information impacting the cabin cleaning and safety security role.

Completed training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance, and security training.
Review test reports (250 daily) for accuracy of patient information, and test information and issue the reports to clinics via the Laboratory Information Management System (LIMS).
Communicate electronically with Customer Care Specialists, Inside Sales Specialists, Clinical Laboratory Scientists, Genetic Counselors, and Engineering, to obtain all required information.
Acknowledge emails in a timely and professional manner to create positive connections with other departments.
Accurately document/update patient record with all pertinent information and any actions taken. Direct unresolvable issues to the Clinical Data Reporting Team Lead, or other designated resource for resolution,
Check for data accuracy, completeness, and documentation of each case.
Send end-of-day report. Completed training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance, and security training. Review test reports (250 daily) for accuracy of patient information, and test information and issue the reports to clinics via the Laboratory Information Management System (LIMS). Communicate electronically with Customer Care Specialists, Inside Sales Specialists, Clinical Laboratory Scientists, Genetic Counselors, and Engineering, to obtain all required information. Acknowledge emails in a timely and professional manner to create positive connections with other departments. Accurately document/update patient record with all pertinent information and any actions taken Direct unresolvable issues to the Clinical Data Reporting Team Lead, or other designated resource for resolution Check for data accuracy, completeness, and documentation of each case. Send end-of-day report.

• Skills: Laboratory Information Management System (LIMS) · Information Research · Attention to Detail · Data Entry · Problem Solving · Data Privacy · Microsoft Outlook · HIPAA · Computer Literacy · Jira

Monitor performance metrics to ensure quality standards are met consistently. Utilize problem-solving skills to identify solutions to challenging issues. Collaborate with cross-functional teams to resolve escalated customer inquiries.
Identify opportunities for process improvements, enhancing operational efficiency. Maintain accurate records and documentation related to services provided. Facilitate communication between internal departments and external vendors. Enhanced customer satisfaction with timely resolution of issues and proactive communication. Monitor performance metrics to be sure quality standards are met consistently. Utilize problem-solving skills and critical thinking to identify solutions to challenging issues. Collaborate with cross-functional teams to resolve escalated customer inquiries. Identify opportunities for process improvements, enhancing operational efficiency. Maintain accurate records and documentation related to services provided.

Collaborated with department heads to identify staffing requirements, resulting in improved workforce planning and reduced turnover rates. Served as a key point of contact for both internal stakeholders and external partners on matters relating to resource availability and allocation, fostering strong relationships built on trust and transparency. Streamlined resource allocation processes by implementing efficient scheduling and tracking systems. Continuously assessed the effectiveness of existing resource management strategies, refining processes as needed to ensure optimal performance at all times. Continuously assessed the effectiveness of existing resource management strategies, refining processes as needed to ensure optimal performance at all times.

Performed as Team Lead Supporting Chief Operating Officer with daily operational functions for technical contractors.
Coordinate and manage install activities in accordance with client statement of work and service level agreement.
Assist team members and/or management with issue identification and resolution. Timely recruitment of skilled technical contractors based on project requirements.
Coordinate and manage contract resource activities according to customer expectations, SOW, and when applicable, SLA levels.
Maintain the overall performance levels of contract resources by acting as a point of contact to ensure all required information/tools are available to the contracted resources while onsite.
Monitor contractors' performance level by rating, accordingly, using current rating criteria.
Complete pre-calls to each assigned technician at designated times to confirm prompt arrival. Effectively and efficiently resolved escalations.
Research and updated all required materials and tools needed to complete project assignments.
Identify opportunities for process improvement while maintaining company policies and standards. Coordinate with program internal and external vendors.
Recommend corrective action when necessary to bring project to a successful and orderly conclusion.
Review completed project work for approval and payment.

Answer inbound calls, while maintaining a high level of customer service. Advise and guided customers regarding the use of a broad range of products, offerings and services.
Entitled customer issues and routed to appropriate software/hardware tech support. Completed Quality Management System ISO9000 Internal Audit Certification