Kym LeFebvre
Woodbury,MN
Summary
Consumer Relations and Customer Experience professional experienced in consumer affairs, dispute resolution, healthcare support, and patient advocacy. Delivered impactful trend analysis and reporting through expertise in Excel and Power BI, while fostering cross-functional collaboration and maintaining compliance-driven documentation. Led administrative teams in high-volume settings, demonstrating strong attention to detail and effective communication.
Overview
18
18
years of professional experience
Work History
Intermediate Consumer Relations Coordinator
Land O'Lakes Inc.
Arden Hills, MN
09.2023 - Current
- Handled consumer contacts via phone, email, live chat, and social media; educated consumers on butter, cheese, and pudding products to enhance customer knowledge and satisfaction.
- Utilized CRM tools to collect and analyze consumer information, ensuring adherence to procedures and enhancing customer satisfaction.
- Collaborated with Quality Assurance, Marketing, R&D, and Culinary Center to address product and quality concerns, improving overall consumer experience.
- Analyzed consumer contact data and prepared reports using Excel and Power BI to identify trends and recurring issues.
- Managed product and process documentation using SharePoint and knowledge base software.
- Demonstrated empathy, patience, and professionalism in all consumer interactions. Contributed ideas to improve team efficiency.
Customer Care Representative
Land O'Lakes
Arden Hills, MN
10.2019 - 09.2023
- Served on the centralized dispute resolution team, resolving complaints and credits with timely and accurate decisions to support customer satisfaction.
- Facilitated decision-making processes to achieve service goals and enhance complaint and credit workflows.
- Cultivated relationships with internal and external stakeholders to enhance overall customer experience.
- Processed returned goods, disputed invoices, and credits, ensuring accurate documentation and compliance with company policies.
Customer Support Specialist
Philips RespirTech
Plymouth, MN
07.2018 - 10.2019
- Addressed customer needs via phone and email by troubleshooting product/device issues and coordinating timely product shipments to ensure satisfaction.
- Developed and nurtured professional relationships with patients/caregivers, respiratory field trainers, and healthcare teams to enhance support experience.
- Streamlined processes and procedures for new and existing products to improve operational efficiency.
Patient Service Advocate
Philips RespirTech
Roseville, MN
04.2017 - 07.2018
- Guided patients through the order process, providing benefits information, quoting, and therapy education to enhance understanding and satisfaction.
- Managed patient calls for RespirTech service and device support
- Assisted patients with inquiries regarding RespirTech services and device support to enhance their experience.
- Coordinated prescriptions, orders, and documentation with providers and care teams
- Executed tasks in compliance with standard operating procedures and HIPAA/ACHC guidelines to ensure patient confidentiality and service quality.
Customer Relations Representative
Hill-Rom Respiratory Care, Inc.
Arden Hills, MN
07.2011 - 04.2017
- Processed customer service issues via phone, fax, and email, managing facility orders for supplies, returns, warranty replacements, billing inquiries, and contract pricing to ensure customer satisfaction.
- Troubleshot home care device issues and warranty replacements, collaborating with field sales to resolve escalated issues promptly.
- Utilized JD Edwards, Salesforce, and TIMS to coordinate across departments in a high-demand, time-sensitive environment, enhancing response times.
Customer Relations Representative
Deluxe Small Business
Shoreview, MN
02.2009 - 07.2011
- Handled overflow sales calls across multiple products, adapting quickly to diverse call types in a high-volume environment.
- Processed customer requests using order entry and patient service systems
- Resolved billing concerns through clear phone and email communication
- Researched and resolved incorrect product issues caused by order or production errors, while implementing corrections that retained customer business.
- Supported respiratory care patients with order updates and account questions at Hill-Rom
Education
Bachelor of Arts - Speech and Communications
University of Minnesota Twin Cities
Skills
- Customer insights
- Complaint management
- Quality investigation
- Cross-functional collaboration
- CRM & Knowledge Management (SharePoint, Knowledge Base tools)
- Customer advocacy
- Process improvement
- SharePoint
- Customer relationship management
- JD Edwards
- Salesforce
- TIMS
- Customer relationship management
- Consumer relations
- Customer service
- Issue resolution
- Quality coordination
- Process documentation
- Stakeholder collaboration
- Analytical thinking
- Written communication
- Issue prioritization
- Team collaboration
- Decision making
- Multitasking and organization
- Point of contact
- Presenting ideas and plans
- Team collaboration
- Work prioritization
- Deadline management
- Relationship building
- Report writing
- Discretion and confidentiality
- Updating stakeholders
- Adaptability and flexibility
- Stakeholder relations
- CRM software
- Problem-solving
- Communication skills
- Process optimization
- Workflow optimization
- Insurance verification
- Document control
- Document control
- Case management
- Data retrieval systems
- Stakeholder management
- Project coordination
- Time management
- Conflict management
- Office productivity software
- Attention to detail
- Data collection
- Requirements documentation
Timeline
Intermediate Consumer Relations Coordinator
Land O'Lakes Inc.
09.2023 - Current
Customer Care Representative
Land O'Lakes
10.2019 - 09.2023
Customer Support Specialist
Philips RespirTech
07.2018 - 10.2019
Patient Service Advocate
Philips RespirTech
04.2017 - 07.2018
Customer Relations Representative
Hill-Rom Respiratory Care, Inc.
07.2011 - 04.2017
Customer Relations Representative
Deluxe Small Business
02.2009 - 07.2011
Bachelor of Arts - Speech and Communications
University of Minnesota Twin Cities