Leatrice Lewis
Alpharettta,GA
Summary
Highly experience skilled and detail oriented customer service representative and operation specialist.
Overview
20
20
years of professional experience
Work History
Customer Support Specialist
Penske Truck Leasing
Reading, PA
07.2021 - 06.2024
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Record and update client service data accurately in company's database system.
- Deliver high-quality customer service, maintaining satisfaction and fostering repeat business through proficient phone interaction and problem-solving skills.
- Coordinate assistance for clients dispatching timely service and effectively managing multiple breakdowns daily.
- Perform regular follow-up calls to ensure service was completed.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Documented customer correspondence in CRM to track requests, problems and solutions.
Operations Manager
Amazon
Lawrenceville, GA
03.2017 - 03.2021
- Monitored and improved efficiency of processes, team performance, and customer service.
- Established and monitored performance targets to ensure the precision and quality of delivery operations, aligning with customer satisfaction goals.
- Led the implementation of process improvements and new workflows, contributing to operational excellence while ensuring compliance with Fleet Management Program standards.
- Facilitated cross-training of associates in key job functions, ensuring adherence to Standard Operating Procedures and achievement of daily performance metrics.
- Boosted operational efficiency by streamlining processes, ensuring faster deliveries.
- Fostered a team-oriented environment that increased staff retention by 25%.
Financial Service Specialist
Cedar Sinai Medical Center
Beverly Hills, CA
09.2004 - 10.2017
- Educated clients on their Explanation of Benefits, clarifying any ambiguities and facilitating a comprehensive understanding of their financial responsibilities.
- Streamlined patient billing processes, enhancing efficiency and reducing errors.
- Optimized billing accuracy, reducing financial discrepancies and enhancing compliance.
- Assisted patients in establishing feasible payment plans and settlements, ensuring alignment with their financial capabilities.
- Provided ongoing support to enhance team's billing accuracy and speed.
- Ensured compliance with all regulatory requirements for healthcare delivery systems.
- Participated in quality assurance programs designed to improve clinical outcomes.
Skills
- Customer service excellence
- Quality Assurance
- Online Chat Support
- User Training
- Organizational Skills
- Tracking and Documentation
- Problem-solving abilities
- Attention to Detail
- Written Communication
- Issue and Resolution Tracking
- Time Management
- Task Prioritization
- Problem-Solving
- Process Optimization
Techincal Skills
- Microsoft Office Suite
- Epic
- AS400
- Zoom
- Google Suite
- Medical Billing
- Medical Coding
Timeline
Customer Support Specialist
Penske Truck Leasing
07.2021 - 06.2024
Operations Manager
Amazon
03.2017 - 03.2021
Financial Service Specialist
Cedar Sinai Medical Center
09.2004 - 10.2017