Customer Experience Coach
Open To Work
Lexa Small
Verizon
Greenville,SC
Summary
Detail-oriented and compassionate customer service professional with over 8 years of experience in high-volume data entry, quality assurance, and client communication. Expertise in maintaining 100% compliance with data standards while effectively managing complex client portfolios. Skilled in navigating database systems, verifying information, and providing empathetic support in fast-paced environments. Eager to leverage strong administrative skills to enhance patient care and streamline financial operations at Prisma Health.
1
Certification
13
Years of experience
Work History
Customer Experience Coach
- Delivered one-on-one performance coaching to customer service representatives (CSRs), contributing to appointment booking conversion rates of up to 90%.
- Conducted call quality assurance reviews and performance evaluations across 120 calls monthly, providing actionable feedback to improve customer experience and booking outcomes.
- Monitored team performance metrics (KPIs) to identify trends, gaps, and opportunities for operational improvement.
- Managed client coaching accounts independently, supporting teams of 2 to 12 CSRs while maintaining service quality and consistent performance standards.
- Partnered with managers, cross-functional teams, and stakeholders to align coaching strategies with business objectives and improve frontline performance.
- Tracked adoption of the training program through audits and follow-up coaching sessions, reinforcing accountability and continuous improvement across CSR teams.
- Leveraged data analysis and reporting tools to support performance improvement and decision-making.
- Facilitated group training sessions, workshops, and presentations to support skill development and continuous learning.
Support Coordinator
3 Years- Served as the primary point of contact for team members, overseeing daily operations for the call center teams. Provided guidance and problem-solving support, ensuring consistent workflow and alignment with organizational goals.
- Managed inbound service interactions, receiving, and resolving client inquiries via phone and email while escalating complex issues to higher tiers when necessary.
- Trained customer service teams on troubleshooting and resolution processes, implementing a matrix for Tier 1 issues and coordinating with other departments for escalated concerns.
- Conducted database lookups for client records and ensured accurate data entry for service updates, maintaining compliance with company performance and quality standards.
- Assisted in creating weekly performance scorecards, analyzing trends, and identifying opportunities for process improvement and client satisfaction enhancements.
Support Coach
1 Year- Led training initiatives for 30+ new hires and team members, focusing on resolving client complaints, troubleshooting service issues, and providing product information.
- Improved client satisfaction by facilitating open communication, ensuring prompt follow-up, and addressing product-related questions.
Customer Service Representative
2 Years- Received 35+ inbound interactions daily, addressing client concerns, guiding them through product purchases, and troubleshooting technical issues.
- Entered updated client data into company systems, meticulously maintaining electronic records and documentation for future cross-departmental reference.
Education
Diploma
Skills
Trend Analysis
Customer Service
Data Management
Account Management
Quality Assurance
Google Suites
Client Relations
Documentation & Record-Keeping
Certification
Six Sigma: Certified Lean Six Sigma White Belt 2023
Timeline
Support Coordinator
Verizon
01.2020 - 01.2023
Support Coach
Verizon
01.2020 - 01.2021
Customer Service Representative
Verizon
01.2018 - 01.2020
Customer Experience Coach
RYNO Strategic Solutions
2024 - 2026
Ridge View High School
Diploma