Leticia Bartholomew
Austin,Texas
Summary
Experienced customer service team lead bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
12
12
years of professional experience
Work History
CLIENT SERVICES TEAM LEAD
INVESCO INVESTMENT SERVICES
HOUSTON, TEXAS
04.2020 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 60 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
TEAM LEAD CUSTOMER CARE ADVOCATE
UNITED HEALTH GROUP, USA
Houston, TX
01.2018 - 04.2021
- Training new hires
- Providing support via chat
- Receiving provider, customer, broker calls
- Working in high volume, fast-paced call center
- Maintaining and exceeding competitive metric goals
- Provide excellent customer service in de-escalation
- Host conference calls for payment disputes for the responsible parties
CALL CENTER REPRESENTATIVE
KEA CALL CENTER
Houston
01.2016 - 02.2018
- Receiving payments over the phone
- Working in high volume, fast-paced call center
- Maintaining and exceeding competitive metric goals
- Provide excellent customer service
- Ability to gauge the customers need while exercising strong reasoning skills ut
PATIENT CARE TECHNICIAN II
UT MD ANDERSON CANCER CENTER
Houston, TX
06.2014 - 05.2017
- Training new technicians
- Duties include providing complete patient care, and assisting nurses and staff
- Working in high volume, fast-paced emergency room providing quality care for patients
- Duties also include maintaining a clean work area
- Delivered appropriate advanced indirect and selected direct patient care at a competent level as directed by a licensed clinician within the scope of hospital-approved PCA skills inventory according to the needs/age of the patient/population served
- Perform direct nursing tasks including taking vital signs, assisting with activities of daily living and hygiene needs, and charts observations and activities.
NURSING AID
GLORIOUS HOME HEALTH CARE
10.2012 - 05.2014
- Monitor patient condition by observing physical and mental condition, intake and output, and exercise
- Assist patients by providing personal services, such as, bathing, dressing, and grooming
- Responsibilities also include Helps family members care for the patient by teaching appropriate ways to lift, turn, and re-position the patient; advising on nutrition, cleanliness, and housekeeping.
Education
B.s - Biological Sciences
Houston Community College
05.2023
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GLORIOUS HEALTH CARE ACADEMY
2014
H.S. Diploma - undefined
Stanberry Home High School
2014
Skills
- Special Projects
- Goal Attainment
- Customer Queries
- Software Applications
- Product Knowledge
- First Level Support
- Trainer Mentoring
- Team Relationships
- Team Supervision
Timeline
CLIENT SERVICES TEAM LEAD
INVESCO INVESTMENT SERVICES
04.2020 - Current
TEAM LEAD CUSTOMER CARE ADVOCATE
UNITED HEALTH GROUP, USA
01.2018 - 04.2021
CALL CENTER REPRESENTATIVE
KEA CALL CENTER
01.2016 - 02.2018
PATIENT CARE TECHNICIAN II
UT MD ANDERSON CANCER CENTER
06.2014 - 05.2017
NURSING AID
GLORIOUS HOME HEALTH CARE
10.2012 - 05.2014
B.s - Biological Sciences
Houston Community College
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GLORIOUS HEALTH CARE ACADEMY
H.S. Diploma - undefined
Stanberry Home High School
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