Leticia Thompson
Frisco,TX
Summary
Results-focused Manager offering 5 years of experience bringing extensive customer care experience in internal, external and blended environments. Strength in training and development, client relations and problem solving. Known for modernizing financial operations and reorganizing financial procedures. Recognized for superior business acumen poised in high-pressure, fast paced business environment. Utilizes project management principles to independently plan and direct high-level business growth. Successful at engaging and building relationships with other departments by discussing performance, maintaining accountability and acknowledging excellent performance to support related programs. Driven to maintain service standards by supporting staff in handling service issues and customer communications. Superior passion for leading and assisting others, coupled with work ethics to continue propel achievement that increased levels of greatness.
Overview
13
13
years of professional experience
Work History
Service Manager
TruGreen
Lewisville, TX
04.2017 - Current
- Promoted culture of customer focus, product knowledge, and production solutions to build loyal customer base
- Assessed customer service and sales reports to identify and manage sales performance KPIs, support inventory oversight and capitalize on emerging trends
- Effectively coached team members to reach weekly and monthly customer care and sales goals
- Established and optimized time-keeping schedules to keep coverage and service in line with forecast demands
- Trained support team in initiatives toward successful strategies to meet operational, sales and customer care targets
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance
- Completed quarterly employee evaluations to stay on top of lagging knowledge or skills and proactively close gaps to maximize performance
- Submitted reports to senior executive members to aid in business decision-making and planning
- Met with and coordinated projects with other departments to provide insights into customer care, sales operations and make strategy recommendations
- Manage sales team that generated over $1,000,000 annually
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
Customer Care Supervisor
Maximus Federal Services
Irving, TX
06.2015 - 11.2016
- Support and implement emerging business plans and strategies by managing correspondence, escalated issues and regulations
- Ensures performance metrics are met to be in compliance with service level agreement
- Implement coaching and feedback to team members, including development of formal corrective action plans through means appropriate to business line
- Expertise in billing resolutions for government and commercial insurance carriers
- Obtains revenue by conducting research and implement solutions to resolve order and invoice disputes; maintaining customer relations; resolving problems with payment transfers
- Meet billing operational standards by contributing billing information to strategic plans and reviews; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying billing system improvements
- Accomplishes billing departmental objectives by measuring billing results against plans; evaluating and improving methods; making required changes
- Provide expertise claims support to teams in reviewing, researching, investigating, negotiating, processing and adjusting claims
- Review and identify root cause for all escalated service requests and utilize information for continuous improvement within service delivery
- Directed group of 24 escalation associates handling daily and complex requirements of claims department
- Performed forecasting to identify necessary changes for VA business
Customer Service Supervisor
Stoneriver Pharmacy Solutions
Memphis, TN
01.2009 - 01.2015
- Trained, coached and monitored staff to ensure smooth adoption of new program
- Implemented innovative programs to increase employee loyalty and reduce turnover
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Prepared and communicated performance reports by collecting, analyzing, and summarizing data and trends
- Devised and published metrics to measure organization's success in delivering high quality customer care and billing resolutions
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
- Ensure communication is sent on team performance and findings to practices and revenue cycle management teams on monthly basis
- Prepared reports and communication for senior management and clients
- Used appropriate cost containment techniques including strategic vendor partnerships to reduce overall cost of claims toward auto, workers compensation and healthcare claims
- Managed department call volume of 75 calls per day and coordinated department schedules to maximize coverage during peak hours
Education
Bachelor of Arts - Business Management
Strayer University
2011
Skills
- Escalation and Problem resolution
- Negotiation expert
- Financial Management
- Excellent time management skills
- Customer Billing
- Effective work flow management
- Customer-focused
- Invoice and payment processing
- Team-building
- Working collaboratively
- Organizational skills
- Training programs
- Goals and Performance
- Ability To Prioritize Tasks
- Leadership Experience
- Customer Service
Timeline
Service Manager
TruGreen
04.2017 - Current
Customer Care Supervisor
Maximus Federal Services
06.2015 - 11.2016
Customer Service Supervisor
Stoneriver Pharmacy Solutions
01.2009 - 01.2015
Bachelor of Arts - Business Management
Strayer University