Lanette Fletcher

• Managed scheduling for therapy sessions and collaborated with clinical staff.
• Coordinated patient intake processes and ensured accurate documentation compliance.
• Oversaw Intensive Outpatient Program (IOP) across six Texas clinics, tracking attendance and engagement metrics.
• Coordinated treatment continuity by liaising with program directors on patient follow-up actions.
• Scheduled patient appointments and followed up to support clinical and nursing teams.

• Directed a team of 20 customer service representatives, enhancing effectiveness in service delivery.
• Mentored and enhanced representatives through targeted feedback and one-on-one sessions.
Analyzed calls for quality assurance, and implemented action plans to strengthen quality and raise customer satisfaction.
• Prepared monthly KPI reporting for leadership.
Enhanced quality assurance benchmarks, elevating customer service efficiency.

• Achieved Master of Business Administration while managing caregiving responsibilities.

• Achieved eight percent increase in survey scores within six months through targeted coaching initiatives.
• Conducted thorough assessments on survey calls to identify obstacles affecting performance.
• Designed contests for call centers to enhance representative knowledge and promote self-service options.
• Reduced handling time by 30 seconds across five call centers in three months.
• Delivered focused training programs addressing key performance areas for representatives.
• Turned around underperforming team of customer service representatives facing declining survey scores.

• Managed billing and technical inquiries for over 46,000 subscribers, enhancing operational efficiency.
• Delivered comprehensive training for new hires to improve performance metrics.
• Facilitated cross-departmental collaboration to resolve customer issues and escalations.
• Provided technical support for real estate software and tools.
• Coordinated user training sessions for new software implementations.
• Resolved customer inquiries via phone, email, and chat platforms.

• Promoted customer-first approach to retain government clients through advanced service quality techniques.
• Achieved high customer satisfaction by swiftly resolving escalations and addressing issues.
• Conducted daily quality service calls for up to 70 customers, delivering proactive solutions.
• Retained over $500K in revenue and preserved 4K+ phone lines through effective issue resolution.