Summary
Overview
Work History
Education
Skills
Timeline
Generic

Larri Dethlefs

Longview,TX

Summary

Accomplished Customer Service Manager with a proven track record at Mr. Cooper Mortgage, enhancing customer satisfaction and loyalty through effective complaint resolution and staff training. Skilled in team leadership, I excel in optimizing service processes and mentoring teams to exceed quality service goals by 30%. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

16
16
years of professional experience

Work History

Customer Service Manager

Mr. Cooper Mortgage
05.2017 - 07.2024
    • Followed through with customer requests to resolve problems.
    • Took ownership of customer issues and followed problems through to resolution.
    • Collaborated with upper management to improve customer service processes and support structures company-wide.
    • Controlled resources and utilized assets to achieve qualitative and quantitative targets.
    • Researched and corrected customer concerns to promote company loyalty.
    • Kept accurate records to document customer service actions and discussions.
    • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
    • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
    • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
    • Resolved customer complaints while prioritizing customer satisfaction and loyalty.

Patient Care Technician

Good Shepard Medical Center
10.2008 - 01.2013
    • Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
    • Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals.
    • Organized and replenished unit supplies to maintain team readiness for expected demands.
    • Answered patient assistance calls, assessed needs, and offered qualified support.
    • Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
    • Collected and transported specimens to prepare for lab testing.
    • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
    • Educated patients and families on proper care and treatment to facilitate successful home care.
    • Applied oxygen via nasal cannula, simple masks and nebulizer masks under direction of nurse in charge.
    • Maintained clean and safe environment to promote patient safety and comfort.
    • Used principles of growth and development to provide age-specific treatment and care.
    • Transported patients between rooms and appointments or testing locations.
    • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
    • Followed directions of licensed nurses to administer medications and treatments.
    • Facilitated personal hygiene management, feeding and ambulation.
    • Upheld infection control and prevention policies across different patient-facing areas.
    • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
    • Helped patients complete range of motion exercises to prevent loss of function during care.

Education

Associate of Science - Nursing

Kilgore College
Kilgore, TX

High School Diploma -

T F Riggs High School
Pierre, SD
05.1991

Skills

    • Schedule Coordination
    • Call Center Operations
    • Talent Development
    • Sales Promotion
    • Staffing coordination
    • Complaint resolution
    • Quality Assurance
    • Training and mentoring
    • Regulatory Compliance
    • Account Management
    • Call Monitoring
    • Workflow Management
    • Handling Escalations
    • One Call Resolution
    • Personnel training and development
    • Staff Management
    • Skilled trainer
    • Proficient in [Software]
    • MS Office
    • Schedule Management
    • Meticulous attention to detail
    • Positive and Constructive Feedback
    • Decision-Making
    • Team Building and Leadership
    • Work Prioritization
    • Deadline-oriented
      • Exceptional telephone etiquette
      • Industry Trends
      • Adherence to high customer service standards
      • Staff Training
      • Relationship Building
      • Time Management
      • Account Updates
      • Sales proficiency
      • Problem-Solving
      • Customer Retention
      • Cash Handling
      • Customer Service
      • Conflict Management
      • Microsoft Outlook, Word, and Excel
      • QA
      • New Hire Training
      • Issue Resolution
      • Performance Evaluations
      • Turnover Minimization
      • Customer-focused
      • Conflict resolution techniques
      • Telemarketing expertise
      • Product and service solutions
      • Excellent time management skills
      • Training and coaching
      • Workforce Management

Timeline

Customer Service Manager

Mr. Cooper Mortgage
05.2017 - 07.2024

Patient Care Technician

Good Shepard Medical Center
10.2008 - 01.2013

Associate of Science - Nursing

Kilgore College

High School Diploma -

T F Riggs High School
Larri Dethlefs