Lettie McCullock

• Consistently exceed performance expectations (104-109%) while managing high-volume support across chat, phone, and email
• Troubleshoot complex product issues and provide clear, actionable solutions
• Prioritize cases based on urgency and customer impact to meet SLAs
• Managed cases end-to-end, minimizing escalations through effective problem-solving
• Support Elite customers through coverage and queue-based case handling
• First Responder for Slack (Brownie Bunch) supporting real-time triage
• Contributed expertise as a panelist in Learning Labs to enhance understanding of customizations and ATS.
• New Hire Mentor and onboarding contributor
• Developed AI-powered Call Note Summarizer, streamlining case documentation

Led team operations to enhance customer service delivery.

Monitored and guided team members to ensure positive client experiences and success.

Utilized coaching software to pinpoint improvement opportunities in MSRs, enhancing overall team performance.

Conducted quality assurance on calls while navigating multiple systems.

• Updated coaching documentation and company trackers to align with current practices, streamlining training for new team members.
• Implemented accountability measures to ensure adherence to performance standards, fostering a culture of excellence.
• Ensured compliance with regulations across various business lines.
• Trained new employees on company policies and procedures.

Ensured timely delivery of correct medications to residents under the guidance of RN.
Conducted observations of medication ingestion, confirming compliance with prescriptions.
Regular monitoring of vital signs, and assisted residents with daily living activities when necessary.
Managed medication inventory, including receipt, recording, and restocking processes.

• Supported healthcare professionals in providing patient care and conducting diagnostic procedures.
• Maintained accurate records of laboratory results and patient information.
• Ensured timely delivery of correct medications to residents under guidance of RN.Conducted observations of medication ingestion, confirming compliance with prescriptions.Administered vital signs and assisted residents with daily living activities when necessary.Managed medication inventory, including receipt, recording, and restocking processes.