Lhea DeBrosse
Mascotte,FL
Summary
Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Corporate Manager, Relationship Operations, Customer Experience
Orlando Health
Orlando, FL
10.2020 - Current
- Lead the coordination with Seminole County Public school, Orange County Government, Disney and other business partners during open enrollment, concierge services and assist with benefit showcase events
- Serve as a key liaison with field marketing to participate in marketing events such as new facility openings and service line campaigns
- Created and developed the content hosted in the CX SharePoint site and helps expedite user adoption within the organization
- Provide input and make recommendations to other Contact Center Managers within the organization to facilitate departmental efficiency and productivity
- Responsible for new contact center implementations and service launches, including coordination of Orlando Health key stakeholders and contact center resources for all projects
- Serves as point of escalation for calls requiring advance expertise or discernment to resolve complex customer issues and ensure timely follow up and customer satisfaction
- Manage client relationship, communication, expectations, and escalation, including reporting
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Project Manager, Call Center, Marketing & Strategic Communications
Orlando Health
Orlando, FL
09.2018 - 09.2020
- Exhibited high energy and professionalism when dealing with clients and staff
- Coordinated with cross-functional teams to resolve project issues and mitigate risks
- Serves as point of escalation for calls requiring advance expertise
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Developed and initiated projects, managed costs, and monitored performance
- Identified plans and resources required to meet project goals and objectives
- Sought out extra training opportunities to enhance customer relationship management abilities
- Maintained up-to-date knowledge of product and service changes.
Marketing Assistant, Marketing & Strategic Communications
Orlando Health
Orlando, FL
03.2017 - 08.2018
- Resolved escalated customer issues promptly and professionally to maintain satisfaction
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Implemented innovative service strategies to improve customer experience and engagement
- Recruited, trained and onboarded new agents, maintaining exceptional service standards
- Assist with collection of data/leads/patients from our marketing event and classes tracked within Salesforce (CRM)
- Worked closely with product development teams to create and maintain marketing materials for sales presentations and client meetings
- Built and maintained relationships with marketing, sales and service partners to implement communication plans
- Documented effective and replicable methods for extracting provider data and organizing data sources.
Scheduling Coordinator, Marketing & Strategic Communications
Orlando Health
Orlando, FL
05.2016 - 02.2017
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability
- Assisted with scheduling hospital tours and seminar for patients to minimize overlap in booking
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors
- Completed logs and reports detailing production data such as volume, materials used, and quality assurance results, helping management make accurate operational decisions
- Developed strong working relationships with management and executive team through effective scheduling and communication skills
- Gathered employee data to develop monthly work schedules, enabling proper staffing for departments for each shift.
Front Office Assistant, SR, Infectious Disease
07.2015 - 05.2016
- Receive calls from patients requiring medical care and provide the information needed
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
- Train and Perform duties in the Call Center
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments
- Directed phone inquiries, answered customer questions, and scheduled appointments
- Knowledge of GE Centricity and Allscripts
Education
Project Management Advanced Technical Certificate -
Lake-Sumter State College
05.2024
Bachelor of Science in Interdisciplinary Studies - Healthcare Service Administration & Management
Keizer University
05.2016
Associate of Science Degree -
Springfield Technical Community College
05.2007
Skills
- Project Management
- Customer Relationship Management (CRM)
- Team Leadership
- Organizational Development
- Operations Management
- Financial Management
- Performance Management
- Cross-functional team management
Languages
Spanish
Limited
Accomplishments
- Member of the Honor Society of Leadership and Success
Certification
- Certification of Project Management
Timeline
Corporate Manager, Relationship Operations, Customer Experience
Orlando Health
10.2020 - Current
Project Manager, Call Center, Marketing & Strategic Communications
Orlando Health
09.2018 - 09.2020
Marketing Assistant, Marketing & Strategic Communications
Orlando Health
03.2017 - 08.2018
Scheduling Coordinator, Marketing & Strategic Communications
Orlando Health
05.2016 - 02.2017
Front Office Assistant, SR, Infectious Disease
07.2015 - 05.2016
Project Management Advanced Technical Certificate -
Lake-Sumter State College
Bachelor of Science in Interdisciplinary Studies - Healthcare Service Administration & Management
Keizer University
Associate of Science Degree -
Springfield Technical Community College