L. Marie Childress
Newnan,United States
Summary
Forward-thinking and results oriented leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Skilled in problem solving and conflict resolution. Organized and dedicated with several years of experience in accounting and managerial positions. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with a strategic approach.
Overview
22
22
years of professional experience
Work History
Eligibility Supervisor
Maximus Inc.
01.2021 - Current
- Cultivated strong customer relationships by addressing inquiries and resolving issues, thereby enhancing brand loyalty and fostering long-term partnerships.
- Successfully led focus groups and strategic meetings that gathered feedback, tackled team challenges, and encouraged collaborative interactions between staff and management.
- Ensured precise documentation of transactions, orders, and expenditures to facilitate comprehensive sales data analysis and accurate financial forecasting.
- Oversaw workflow management, assessed employee performance, and provided targeted coaching and training to enhance operational efficiency and productivity.
- Implemented streamlined processes to optimize daily operations for claims processing, ensuring effectiveness and compliance.
- Initiated and managed multiple internal projects to drive organizational goals and improve departmental performance.
- Facilitated associate focus groups and meetings to solicit innovative suggestions, address concerns, and strengthen team cohesion and management relations.
- Engaged daily with supervisors, colleagues, and customers to maintain alignment and promote effective communication across all levels.
- Utilized advanced reporting tools like Excel, databases, and SQL to support informed decision-making and drive strategic initiatives within the team.
- Collaborated with Medicaid consumers across multiple states to assess eligibility and manage redeterminations effectively.
- Provided expert assistance to individuals navigating Qualified Health Plans, including guidance on premium tax credits, escalation submissions, and the resolution of discrepancies.
- Managed a diverse team of 20 to 50 members, fostering a culture of excellence and high performance.
Corporate Technical Consultant
T-Mobile
04.2019 - 01.2021
- Developed comprehensive technical proposals, including cost assessments,
timelines, and alternate solutions to meet client requirements. - Conducted thorough analysis to diagnose system issues, resulting in efficient
troubleshooting and prompt resolution of technical problems - Ensured high levels of customer satisfaction through diligent follow-up
post-resolution and effective management of support requests via ticketing
systems. - Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Monitored systems in operation and quickly troubleshot errors.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests 30- 40 tickets per day .
- Developed technical requirement documentation for new software products.
- Analyzed client feedback to identify areas for service improvement, leading to enhanced service offerings and client retention.
Customer Care Supervisor
TTEC
08.2017 - 03.2019
- Monitored compliance risks while adhering to safety protocols.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Developed and implemented strategies to maximize customer satisfaction.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Completed bi-weekly payroll for over 40 employees.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues
- Maintained client files with sales contracts, records of client interactions, client notes, and other information
- Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
Customer Service Support Specialist
Southern Company
04.2004 - 12.2016
- Answered 90-120 customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Maintained clean and organized files by keeping accounts payable records up-to-date.
- Assisted management with annual expense plans to strategically track income or revenue.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Gathered, evaluated and summarized account data in detailed financial reports.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Presented audit findings to accounting manager after reviewing results and paperwork.
- Assessed internal control risks of network through information system audits.
- Created detailed expense reports to facilitate reimbursement for business expenses incurred.
- Provided journal entries and performed accounting on accrual basis.
Education
Master of Science - Administration of Justice
Faulkner University
Montgomery, AL12-2015
Master of Science - Management
Faulkner University
Montgomery, AL09-2013
BBA - Business Administration
Faulkner University
Montgomery, AL08-2012
Skills
- Problem-Solving
- MS Office
- Budgeting and forecasting
- SQL and databases
- Risk analysis and management
- Project Management
- Project development and life cycle
- Staff Management
- Expense reports
- Performance Evaluations
- Critical Thinking
- Web-Based Reporting Tools
- HTML and CSS
Timeline
Eligibility Supervisor
Maximus Inc.
01.2021 - Current
Corporate Technical Consultant
T-Mobile
04.2019 - 01.2021
Customer Care Supervisor
TTEC
08.2017 - 03.2019
Customer Service Support Specialist
Southern Company
04.2004 - 12.2016
Master of Science - Administration of Justice
Faulkner University
Master of Science - Management
Faulkner University
BBA - Business Administration
Faulkner University