Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

LaTrice Murphy

Blue Springs,MO

Summary

Accomplished: Operations, Sales, and Training. Proficient at coaching and developing strong performance, tracking results to ensure positive impact to business partners, and able to lead and inspire large teams that embrace and deliver world-class customer sales and service. Hardworking and motivated manager with over 25 years of leadership experience and record of success in customer service industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.

Overview

36
36
years of professional experience

Work History

Manager, Cost Recovery

GEHA
02.2020 - Current
  • Manages cost recovery operations for company to maximize collection efforts and reduce outstanding overpayments
  • Reviews collection activity reports, reports on total overpayments and collections
  • Monitors trends for causes of overpayments and manages Cost Recovery Friendly Reminder program
  • Coordinates collection of PPO overpayments with GEHA's PPO Operations Department and PPO vendors
  • Reports overpayment error trends to the Chief Operating Officer, Vice President, Health Plan Business Operations; Director, Health Plan Business Operations, Claims Managers and Internal Audit Manager to reduce future overpayments
  • May report overpayment data for use in internal financial or procedural audits or in external audits such as those conducted by the Office of the Inspector General
  • Recommends enhancements in cost recovery procedures to Director, Health Plan Business Operations
  • Coordinates collection efforts with collection vendors and PPO Department and vendors
  • Manages complex collection issues, conferring with members, providers, and attorneys
  • Negotiates settlement of unusual collection issues
  • Reviews unresolved overpayments and makes determination in accordance with overpayment guidelines
  • Consults with legal and other experts to resolve unusual recovery situations; recommends resolution of highly unusual recovery situations to Director, Health Plan Business Operations
  • Manages provider overpayment offset function; analyzes and reports to Director, Health Plan Business Operations, regarding collection results
  • Reviews and approves procedural changes; recommends program improvements to Claims
  • Consults with Director, Health Plan Business Operations about legal issues regarding overpayment offsets
  • Manages department operations
  • Approves training and development of employees
  • Meets with supervisor and staff to communicate changes
  • Reviews and approves performance evaluations for Cost Recovery staff, prepares performance evaluations for supervisor, and conducts performance evaluation meetings
  • Evaluates department performance and implements corrective action
  • Analyzes department turnaround time and production statistics
  • Initiates changes in workflow needed to ensure department objectives are met.

Supervisor, On-Boarding Customer Care

GEHA
10.2021 - 11.2022
  • Supervises a team of newly employed Customer Care Representatives supporting plans
  • Effectively coaches through the call handling process while ensuring all policies and practices are maintained
  • Schedules and conducted performance reviews
  • Maintains attendance records
  • Observes real time and post calls of Customer Care Representatives to determine the accuracy and clarity of information provided, professionalism and resolution of the call
  • Ensures Customer Care Representatives receive timely information and upskill training on new procedures and/or policies
  • Provides regular coaching and feedback to team members, including formal corrective action
  • Prepares and facilitates Culture Discussions
  • Reviews and coaches to behaviors based on reported data
  • Monitors Real Time Adherence
  • Leads, mentors, inspires & develops staff including interviewing, hiring, and administrating disciplinary action when necessary
  • Directs daily workflow to ensure that all call center goals are met
  • Analyzes and interprets various reports such as productivity schedule adherence, and call volume statistics, etc
  • To make determinations of impact and risk to service levels and provide solutions for positive outcomes
  • Fosters a collaborative, inclusive work environment by interacting with various levels of employees across GEHA to build productive relationships
  • Prioritizes our GEHA members first to deliver a great experience.

Customer Care Representative

GEHA
02.2020 - 10.2021
  • Accountable for handling service inquiries over the phone in a fast-paced call center environment and ensuring GEHA’s members and providers receive outstanding customer service by answering calls, explaining benefits and services, and resolving claim investigations
  • Provides information and assistance to both internal and external customers while complying with all organizational business policies, workflow processes and documentation practices
  • Demonstrate excellent customer service skillset capable of outstanding, phone based, client engagement and de-escalation
  • Demonstrate a ceaseless desire to deliver unsurpassed customer service and maintain knowledge and understanding of GEHA’s plans and services, including resolving customer requests, questions and concerns while focusing on customer satisfaction.

Sales Team Manager

AT&T
01.2007 - 11.2019
  • Manage, coach, and develop a team of Account Representatives who are responsible for selling and upselling the products of the company and servicing customer accounts
  • Direct work activities to achieve volume expected to meet operational goals and unit and revenue objectives
  • Provide Customer Contact Associates with feedback, coaching, development, monthly performance reviews and yearly appraisals
  • Monitor representatives according to documented standards
  • Provide feedback, coaching, training, motivation, and support
  • Make suggestions and recommendations as to the hiring, firing, advancement, promotion, and other status changes for employees under my supervision
  • Worked with team to ensure vendors were meeting the expected standards of service being delivered
  • Was liaison and provided feedback to both vendor contacts and company to make sure vendors exceeded the expected level of service deemed satisfactory.

Quality /Conformance Manager

AT&T
01.1999 - 01.2007
  • Designed training packages and ran sessions to improve the quality of information presented to clients and to assist in meeting the team quality objective
  • Produced quality reports with web-based tool designed to assist team members to keep track of their daily functions; contributed to the design and implementation of this mission-critical tool
  • Performed comprehensive account investigations, organized the data and provided a high-quality report to the prospective clients and consumers
  • Tracked customer service/non-conformance complaints via spreadsheets and using pivot tables; reported information to respective call centers.

Team Development Leader

AT&T
01.1995 - 01.1999
  • Managed a team of 15-20 Customer Service Representatives supporting multiple products and services including calling plans and internet service
  • Effectively coached sales and service utilizing AT&T Coaching and Effectiveness Standards (ACES)
  • Successful in leading, managing and integrating local and national strategies and initiatives.

Executive Complaint Manager

AT&T
01.1994 - 01.1999
  • Resolved residential consumer Billing Complaints obtained through the FCC, various Public Utility Commissions, State Attorney Generals and Media Relations
  • This position requires a high level of analytical and negotiation skills to ensure expeditious resolution while safeguarding corporate assets
  • Also, it requires excellent written/verbal communications skills to make recommendations for continual process improvements of sub-team and team concepts
  • Systems used in investigations include: RAMP, CICS, CPP, KMS, IWS, BCAM, CRS and BAM
  • Committees and Special Projects include member of the Recognition Team, Liaison for sub-team responsible for Officer Interface, received extra effort award in 1998, Peak Performer nominee for 1998, member of the Internal Survey Committee and member of the Appraisal Committee
  • Responsible for the analysis and tracking of quality trends
  • Ensured expeditious resolution of problems while safeguarding important corporate assets
  • Interfaced with internal clients such as Law and Government Affairs and top-level executive.

Customer Service Representative

AT&T
01.1988 - 01.1995
  • Maintained a positive, empathetic, and professional attitude toward customers at all times and responded promptly to customer inquiries
  • Acknowledged and resolving customer complaints
  • Stayed abreast of products and services inside and out so that I could answer questions
  • Processed orders, forms, applications, and requests and kept records of customer interactions, transactions, comments, and complaints
  • Communicated and coordinated with colleagues as necessary and providing feedback on the efficiency of the customer service process
  • Ensured customer satisfaction and provide professional customer support.

Education

Master of Science Management -

Baker University

Bachelor of Science Management -

Baker University

Central High School

Skills

  • Performance Management
  • Staff Development
  • Workforce Management
  • Operations Management
  • Business Administration
  • Staff Management
  • Customer Relationship Management (CRM)
  • Key Performance Indicators
  • Schedule Preparation
  • Negotiation
  • Time Management
  • Team Leadership
  • Performance Evaluations
  • Verbal and Written Communication

Awards

GEHA Spot Award Recipient GEHA LOVE Award Finalist AT&T Vice President Award Recipient 600% Award Recipient Three-Time AT&T Circle of Excellence Award Recipient

Timeline

Supervisor, On-Boarding Customer Care

GEHA
10.2021 - 11.2022

Manager, Cost Recovery

GEHA
02.2020 - Current

Customer Care Representative

GEHA
02.2020 - 10.2021

Sales Team Manager

AT&T
01.2007 - 11.2019

Quality /Conformance Manager

AT&T
01.1999 - 01.2007

Team Development Leader

AT&T
01.1995 - 01.1999

Executive Complaint Manager

AT&T
01.1994 - 01.1999

Customer Service Representative

AT&T
01.1988 - 01.1995

Master of Science Management -

Baker University

Bachelor of Science Management -

Baker University

Central High School

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LaTrice Murphy