Lesley Poe (Preferred-Montgomery)
Joplin,MO
Summary
Resourceful Disputes Specialist known for high productivity and efficient task completion. Specialize in conflict resolution, negotiation tactics, and regulatory compliance to navigate complex disputes effectively. Excel in communication, problem-solving, and analytical thinking to achieve resolutions that meet all parties' needs. Bring calm professionalism and strategic insight into challenging situations, ensuring swift, fair outcomes.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
18
18
years of professional experience
Work History
Customer Service - Fraud/Disputes Specialist
Alorica
Joplin, MO
06.2024 - Current
- Managed customer disputes and inquiries with professionalism and empathy.
- Investigated claims and gathered necessary documentation for resolution.
- Collaborated with internal teams to ensure timely dispute resolutions.
- Utilized dispute management systems to track case progress effectively.
- Provided clear communication to customers regarding their dispute status.
- Developed training materials for new team members on best practices.
- Analyzed dispute trends to identify areas for process improvement.
- Maintained accurate records of disputes and resolutions in compliance standards.
- Engaged directly with clients to fulfill requests, resolve conflicts, and direct non-customer service related inquiries to appropriate department and personnel.
- Collaborated with other departments within the company to ensure prompt resolution of disputes.
- Responded promptly to emails, faxes and phone calls regarding disputes.
- Maintained accurate records of all dispute activity on customer accounts.
- Assisted customers with dispute resolution, providing explanations of the process, account information and answers to inquiries.
- Monitored account activity for suspicious behavior that may indicate potential fraud or identity theft.
- Reviewed credit card statements for accuracy and fraudulent activity.
- Created detailed summaries of each case along with recommendations for resolving them.
- Educated customers on the dispute resolution process via telephone or email communication.
- Analyzed customer accounts to identify and resolve disputes.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Guided employees in handling difficult or complex problems.
Senior Assessment Coordinator
Kansas City University Of Medicine And Biosciences
Joplin, MO
07.2017 - 10.2023
- Developed assessment frameworks to evaluate student performance and progress.
- Coordinated training sessions for staff on assessment tools and best practices.
- Analyzed data from assessments to identify areas for curriculum improvement.
- Collaborated with faculty to align assessments with educational standards and objectives.
- Managed schedules for assessment administration across multiple departments efficiently.
- Implemented feedback mechanisms to enhance assessment processes and user experience.
- Maintained comprehensive records of assessments and associated documentation securely.
- Facilitated communication between stakeholders regarding assessment-related inquiries and updates.
- Reported infractions and issues with proctoring.
- Trained proctors in proper exam administration.
- Made specialized orders for students with special conditions.
- Reviewed current assessment practices to identify areas of improvement or enhancement.
- Created survey instruments and administered surveys to collect feedback from students, faculty, staff, alumni.
- Developed strategies for improving the accuracy of existing assessments.
- Conducted pre-assessment activities such as data collection, analysis, and evaluation.
- Presented findings from assessments at departmental meetings or other institutional events.
- Collaborated with faculty to design assessments for various courses.
- Monitored progress of ongoing assessments and made adjustments as necessary.
- Assisted in developing new procedures related to assessment processes and protocols.
- Maintained accurate records of all assessment activities including data collection, analysis, reporting.
- Participated in professional development opportunities related to educational assessment.
- Coordinated assessment activities across multiple departments within the institution.
- Facilitated workshops on topics related to educational assessment for faculty members.
- Monitored student progress and assisted students and teachers with resolving problems.
- Recruited, trained and evaluated staff and recommended personnel actions for programs and services.
- Prepared and maintained personnel reports and records for officials and agencies.
- Provided guidance to faculty regarding the use of assessment tools and techniques.
- Prepared reports on assessment results for internal and external stakeholders.
- Developed assessment and testing protocols for clients, facilitated and administered assessment activities, reviewed test metrics and recommended strategies to enhance performance.
Care Coordinator
Phoenix Home Care & Hospice
Joplin, MO
04.2016 - 07.2017
- Coordinated care plans with healthcare providers for patient needs.
- Assisted patients in navigating healthcare resources and services.
- Managed communication between patients, families, and medical teams.
- Scheduled and facilitated follow-up appointments for continuity of care.
- Reviewed patient records to ensure compliance with care protocols.
- Trained new staff on patient coordination processes and systems.
- Advocated for patients' rights and access to necessary services.
- Maintained accurate client records in accordance with agency policies and procedures.
- Collaborated with physicians, social workers, and other healthcare providers to provide comprehensive care for patients.
- Responded promptly to inquiries from patients regarding their care plans.
- Provided case management services to ensure the delivery of quality care.
- Attended meetings with families and other members of the interdisciplinary team to discuss patient progress and plan for future interventions.
- Maintained communication between the family and caregiver and other involved parties regarding the patient's condition.
- Actively participated in staff meetings discussing best practices in patient care coordination.
- Provided crisis intervention services when needed.
- Facilitated on-going assessment of patient and family needs and oversaw implementation of interdisciplinary team plan of care.
- Provided emotional support to patients dealing with difficult health issues.
- Ensured compliance with state regulations related to healthcare service provision.
- Investigated and reported issues relating to patient care and conditions which might hinder patient well-being.
- Participated in clinical reviews and audits as required by funding sources or regulatory agencies.
- Explained policies, procedures and services to patients.
- Maintained records management system to process personnel information and produce reports.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Maintained awareness of government regulations, health insurance changes and financing options.
- Maintained communication and transparency with governing boards, department heads and medical staff.
- Coordinated work activities and scheduling of medical, nursing and physical plant staff.
- Directed, supervised and evaluated medical, clerical or maintenance personnel.
- Recruited, hired and trained new medical and facility staff.
- Planned and implemented programs for health care or medical facilities supporting personnel administration and training.
- Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.
- Collaborated with interdisciplinary teams to provide comprehensive patient-centered care.
- Communicated with patients with compassion while keeping medical information private.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
Store Manager
Mallard Group
New Bern , NC
05.2013 - 03.2016
- Managed daily store operations and ensured optimal customer service.
- Trained and supervised staff on sales techniques and product knowledge.
- Oversaw inventory management and maintained stock levels efficiently.
- Developed promotional displays to enhance product visibility and customer engagement.
- Handled cash management, including registers and daily sales reconciliation.
- Implemented store policies to ensure compliance with company standards.
- Coordinated team schedules to maximize coverage during peak hours.
- Resolved customer complaints effectively to maintain satisfaction levels.
- Recruited, trained and supervised new employees.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Resolved customer complaints in a timely manner.
- Created weekly work schedules for store personnel.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Managed daily banking activities such as deposits and withdrawals.
- Updated and maintained store signage and displays.
- Prepared monthly reports on sales figures, expenses, profits.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Ensured compliance with safety regulations and company policies.
- Monitored inventory levels and placed orders to restock shelves.
- Established customer service standards and monitored staff compliance.
- Maintained accurate records of employee performance reviews.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Performed regular price checks to ensure competitive pricing.
- Developed strategies to maximize sales and profitability.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Updated POS system with new products and promotional offers.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Developed relationships with suppliers to negotiate better prices.
- Identified opportunities for cost savings through waste reduction initiatives.
- Assessed operational efficiency of the store's departments.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Mitigated business risks by working closely with staff members and assessing performance.
- Trained and mentored associates to teach daily tasks and procedures.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Monitored employee performance and identified performance gaps for corrective action.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Formed and sustained strategic relationships with clients.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Title 1 Reading Specialist
Carthage R9 School District
Carthage, Missouri
08.2007 - 11.2013
- Designed individualized reading interventions for diverse student needs.
- Collaborated with teachers to integrate reading strategies into lesson plans.
- Assessed student reading levels using standardized evaluation tools.
- Analyzed student progress data to inform instructional adjustments.
- Coordinated with community resources to promote literacy initiatives district-wide.
- Created materials necessary for differentiated instruction based on individual student needs.
- Selected appropriate texts for use in guided reading lessons according to student levels of literacy development.
- Developed lesson plans to meet the needs of individual students based on data analysis of assessments.
- Utilized technology resources such as iPads and SMART Boards to enhance learning experiences.
- Established an environment conducive to learning through positive reinforcement strategies.
- Monitored student performance data regularly to inform instructional decisions.
- Maintained current knowledge of instructional trends in the field of literacy education.
- Developed goals and objectives that aligned with district standards for Title 1 Reading Specialists programs.
- Attended conferences and professional development seminars related to current topics in literacy education.
- Collaborated with teachers and administrators to design interventions for struggling readers.
- Provided direct instruction to students in small groups and one-on-one settings utilizing research-based reading strategies.
- Maintained accurate records regarding assessment results, intervention plans, attendance data.
- Assessed student progress using a variety of tools, such as running records, fluency probes, and comprehension checks.
- Prepared and utilized materials for one-on-one and group instruction.
- Developed and deepened successful relationships with teachers in order to provide optimal support.
- Completed and reviewed assessments to developed customized improvement plans.
- Implemented instructional techniques to accomplish intervention goals.
- Established clear plans with each student and collaborated closely to achieve targets.
- Evaluated student needs to provide helpful resources and support.
- Demonstrated appropriate behaviors using behavior modeling and positive reinforcement techniques.
- Offered hands-on learning opportunities to develop student self-esteem and life skills.
- Helped students learn to persevere with challenging tasks and build resilience for later educational efforts.
- Adapted instructional techniques to appropriate ages and skill levels of supervised students.
- Delivered tutoring sessions to help students grasp complex concepts in one-on-one settings.
Education
Bachelor of Science - Secondary Education
Missouri Southern State University
Joplin, MO05-2027
High School Diploma -
Clover High School
Clover, SC06-1990
Skills
- Classroom management
- Curriculum development
- Data analysis
- Student assessment
- Customer Service Management
- Customer Service
- Retail Management
- Advocacy
Timeline
Customer Service - Fraud/Disputes Specialist
Alorica
06.2024 - Current
Senior Assessment Coordinator
Kansas City University Of Medicine And Biosciences
07.2017 - 10.2023
Care Coordinator
Phoenix Home Care & Hospice
04.2016 - 07.2017
Store Manager
Mallard Group
05.2013 - 03.2016
Title 1 Reading Specialist
Carthage R9 School District
08.2007 - 11.2013
Bachelor of Science - Secondary Education
Missouri Southern State University
High School Diploma -
Clover High School