LaKendra Smith
Duncanville,TX
Summary
Dynamic professional with a proven track record at AAA Auto Club South, excelling in policy management and team collaboration. Recognized for enhancing patient satisfaction as a Hospice Case Manager, utilizing exceptional communication and problem-solving skills. Adept at developing strategic plans and mentoring teams to achieve outstanding results in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Policy Management Group
AAA Auto Club South
09.2023 - 04.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed strategic plans for policy management that aligned with company goals and objectives.
- Mentored junior team members, sharing industry knowledge and best practices for effective policy management.
Hospice Case Manager
Harbor Hospice
04.2017 - 09.2023
- Coordinating with hospital, family, and physicians
- Improved patient satisfaction by providing compassionate and comprehensive care to hospice patients and their families.
- Mentored new hospice case managers, sharing insights and best practices to ensure high-quality care delivery.
- Developed individualized patient care plans, addressing physical, emotional, and spiritual needs of patients and families.
- Supported bereaved family members through follow-up visits or phone calls after a patient''s passing, offering grief resources as needed.
- Evaluated the effectiveness of current patient care plans through regular reviews, identifying areas for improvement and adjusting interventions accordingly.
- Maintained compliance with all relevant regulations and accreditation standards by staying up-to-date on industry trends and policy changes.
Operations Sales Coach
Etech
03.2015 - 12.2017
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Encouraged the adoption of new sales techniques and technologies to help team members stay ahead in a competitive market.
- Developed customized coaching plans, addressing specific skill gaps and needs within the sales force.
- Established clear expectations for performance standards while providing ongoing mentorship to help sales professionals exceed goals consistently.
- Boosted team morale with regular recognition of outstanding achievements and contributions to the company.
- Reduced employee turnover rate by fostering a supportive work environment that prioritizes personal growth and career advancement opportunities.
- Revamped outdated sales scripts, resulting in higher quality interactions with prospects during cold calls or followups.
- Championed a culture of openness, facilitating transparent communication channels between management levels and staff members.
Social Media Analyst
Genpact
05.2013 - 02.2015
- Protected popular social media providers by removing explicit content from platforms
- Collaborated with management and team member to ensure best practices for safe content
- Conducted primary and secondary research to better understand customer needs and behaviors.
- Optimized social media profiles for increased search engine visibility and improved user experience.
- Tracked analytics of social media influence on campaigns for specific market and key campaigns across markets.
- Tested new tools as part of ongoing drive to deliver best practice and interpret data into actionable learnings.
Education
Associate Of General Studies - General Studies
Navarro College
Corsicana, TX05.2008
Skills
- Marketing
- Teamwork and collaboration
- Customer service
- Problem-solving
- Active listening
- Multitasking
- Excellent communication
Timeline
Policy Management Group
AAA Auto Club South
09.2023 - 04.2025
Hospice Case Manager
Harbor Hospice
04.2017 - 09.2023
Operations Sales Coach
Etech
03.2015 - 12.2017
Social Media Analyst
Genpact
05.2013 - 02.2015
Associate Of General Studies - General Studies
Navarro College
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