Leanna Schuler
Rockwood,MI
Summary
Professional manager ready to lead teams with strong focus on collaboration and achieving results. Skilled in strategic planning, project management, and performance optimization. Known for reliability, adaptability, and effective communication. Prepared to drive impactful change and streamline operations for maximum efficiency.
Overview
16
16
years of professional experience
Work History
Office Manager
Rayburn Home Concepts
04.2023 - Current
- Overseen daily operations including scheduling, materials ordering, payroll, marketing and appointment setting.
- Managed financial operations for the business, ensuring accurate budgeting and timely invoice processing.
- Supported executive decision-making by providing timely reports on performance metrics as well as industry trends analysis.
- Managed budgets and timelines effectively to deliver projects on schedule and within budget constraints.
- Developed key client relationships, providing design solutions that met needs and budgets without compromising quality or design intent.
Contact Center Manager
Victors Home Solutions
03.2018 - 07.2023
- Effective management of direct teams, including recruiting, hiring, and providing tailored training programs.
- Implementation of training guides, scripting, and call handling protocols to ensure exceptional customer service and achievement of company goals
- Facilitated open communication channels between employees and management to promote a positive workplace culture.
- Optimized lead generation and customer service of inbound and outbound call center operations.
- Call Handle of over 2000 calls daily.
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- CRM Integrations for Maximum Lead Generation: Partnering with Outside Marketing Experts and Cultivating Relationships with Lead Aggregators.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Increased cross-functional collaboration between marketing, sales, and customer success teams, strengthening alignment on lead generation goals.
- Streamlined internal processes by integrating CRM software with other business systems, enhancing team efficiency.
- Collaborated with sales teams to ensure seamless handoff of qualified leads, driving higher conversion rates.
- Goal tracking and rigorous record keeping of KPIS corporate data.
- Management of reports and attendance of meetings.
- Employee support for technology and data.
- Complete phone system management, including number import and marketing.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Collaborated with the marketing director projects including Bailey Sports, TV, Radio, and Media relations.
- Managed social media accounts for optimal audience engagement and increased online presence.
- Collaborated with cross-functional teams to ensure consistent branding across all company touchpoints and communications channels.
- Optimized website content for improved search engine rankings and increased web traffic.
- Streamlined internal processes related to the management of Google Ads accounts which led to more efficient and timely campaign launches.
- Managed internal, external, and crisis communications.
Call Center Representative
Victors Home Solutions
03.2018 - 06.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Set appointments with potential customers.
- Set rate of 90% or higher.
- Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
- Supported company-wide initiatives aimed at improving overall service quality through active participation in process improvement teams and sharing of best practices related to appointment scheduling.
- Utilized CRM system to track and manage leads, keeping appointments organized.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing write-offs.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
Practice Manager
Dearborn Medical Group
12.2014 - 03.2018
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
- Ordered all office supplies and kept check on inventory levels.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Coordinated with insurance providers to streamline the billing process and minimize any delays in reimbursement.
Business Development Representative
eClinicalWorks
01.2013 - 01.2017
- Epic & EclinicalWorks Platforms
- Conducted regular audits of EHR data to maintain accuracy and identify areas for improvement.
- Increased client base by identifying potential customers and initiating strategic outreach.
- Established standardized protocols for entering patient data into the EHR system, reducing errors and inconsistencies across the organization.
- Assisted in the selection of suitable EHR vendors through careful evaluation of product offerings and services.
- Streamlined EHR implementation processes for increased efficiency and reduced downtime.
- Facilitated communication between clinical staff and IT teams during system upgrades, ensuring a seamless transition process.
Home Health Care Provider
Balanced Home Care
01.2009 - 10.2014
- Assisted patients with daily living activities, promoting independence and preserving dignity.
- Addressed emergency situations promptly and effectively while adhering to established protocols for crisis intervention and escalation when necessary.
- Educated patients and families on disease management, medication safety, and at-home healthcare strategies to promote selfcare.
- Documented patient vitals, behaviors and conditions to communicate concerns to supervising nurse.
- Coordinated with other healthcare team members to support patient needs.
Education
High School -
Thurston High School
Redford, MI06.2008
Biology
Schoolcraft College
Livonia, MI06.2011
Nursing Science
Madonna University
Livonia09.2015
Skills
- Problem-solving aptitude
- Leadership and team building
- Efficient multi-tasker
- Team training and development
- Sales tactics
- Scheduling and calendar management
- Call handling
- Script adherence
- Reporting skills
- Marketing campaign development
- Adaptability
- Brand-building strategies
Timeline
Office Manager
Rayburn Home Concepts
04.2023 - Current
Contact Center Manager
Victors Home Solutions
03.2018 - 07.2023
Call Center Representative
Victors Home Solutions
03.2018 - 06.2018
Practice Manager
Dearborn Medical Group
12.2014 - 03.2018
Business Development Representative
eClinicalWorks
01.2013 - 01.2017
Home Health Care Provider
Balanced Home Care
01.2009 - 10.2014
High School -
Thurston High School
Biology
Schoolcraft College
Nursing Science
Madonna University
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