Leslie Powell
Hope Hull,AL
Summary
Customer Service Team Lead with over 20 years of extensive call center expertise in the pharmacy benefit management, financial services, telecommunications, claims sectors. Demonstrates exceptional leadership and problem-solving abilities, adept at managing remote teams and driving operational efficiency. Goal-oriented professional with a background in leading customer service teams. Strengths include strong communication skills, conflict resolution expertise, client relationship building, and adaptability to fast-paced environments. In previous roles, have consistently improved team performance through innovative strategies and motivational leadership.
Overview
20
20
years of professional experience
Work History
Customer Service Team Lead
Optum Hospice Pharmacy Services
10.2008 - 11.2024
- Coordinated and supervised daily, weekly, and monthly activities of team members, including setting priorities to ensure task completion, and that performance goals were met.
- Provided remote training and guidance to customer service representatives on policies, procedures, and best practices.
- Coordinated and supervised customer service team remotely, with little or no supervision, in order to ensure quality service delivery.
- Provided daily direction to call center associates.
- Managed remote daily operations, including assigning tasks.
- Provided support to team members by serving as a resource or subject-matter expert.
- Enforced compliance with company standards related to quality assurance.
- Assisted with answering inbound calls from hospices to identify the type of assistance the client needed (i.e., eligibility, medications, etc.).
- Assisted with inbound and outbound calls to pharmacies to assist with processing claims, payment requests, and medications.
- Assisted with escalated supervisor calls to identify coaching opportunities.
- Responded quickly and professionally to any incoming requests from team members seeking assistance.
- Spearheaded cross-departmental projects, and assisted with seamless project completion, and efficient issue resolution across departments.
- Resolved complex issues by working with other departments to provide solutions.
Customer Service Representative
Hospiscript Services
03.2008 - 10.2008
- Rapidly advanced to customer service team lead within six months due to outstanding performance, demonstrating exceptional skill development, and commitment to excellence in hospice care support.
- Resolved inquiries from hospice nurses and pharmacies, ensuring efficient problem-solving.
- Surpassed productivity benchmarks by 100% through effective time management.
- Provided excellent customer service to resolve client complaints in a timely manner.
- Answered hospice and pharmacy inquiries and provided accurate information.
- Answered incoming calls and requests, providing frontline client support or assistance.
- Cultivated strong relationships with nurses and pharmacies, enhancing communication and expediting issue resolution in hospice care.
- Analyzed and resolved complex inquiries from hospice nurses and pharmacies, ensuring efficient problem-solving and customer satisfaction.
- Provided excellent customer service to resolve client complaints in a timely manner.
- Answered inbound calls, chats, and emails to facilitate customer service.
- Excelled in exceeding daily goals.
Customer Service Representative
Regions Bank
01.2005 - 02.2008
- Provided customer service to bank customers, addressing questions and concerns in a professional manner.
- Responded to customer inquiries via phone.
- Verified customer identification information with the applicable documents according to bank policies.
- Assisted customers with online banking services including account set up and password resets.
- Researched customer accounts as requested by customers or management staff.
- Identified opportunities to cross-sell additional products or services based on customer needs.
- Provided assistance with opening new accounts, such as savings or checking accounts, by recording account information into job-related software.
- Maintained confidentiality of customer information in compliance with privacy regulations, along with all applicable federal regulations regarding banking operations.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Resolved problems or discrepancies concerning customers' accounts.
- Performed special services for customers, including ordering bank cards and checks, and filing bank card disputes.
- Leveraged customer service and sales abilities to consistently meet performance goals.
Education
Computer Information Systems
Alabama State University
Montgomery, ALSkills
- Remote management
- Inbound and outbound calls
- Results-oriented
- Client-focused
- Quality control
- Project management
- Microsoft Office
- Windows PC
- CMS
- Power BI
- Claim adjudication
- Reliable and motivated
- CRM software
- Complaint resolution
- Medical terminology
- Team management
- Call center experience
- New process integration
- Issue resolution
- Team coaching
- Pharmacy knowledge
- Medication knowledge
- Customer service analysis
Timeline
Customer Service Team Lead
Optum Hospice Pharmacy Services
10.2008 - 11.2024
Customer Service Representative
Hospiscript Services
03.2008 - 10.2008
Customer Service Representative
Regions Bank
01.2005 - 02.2008
Computer Information Systems
Alabama State University
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