Lindsey Morgan
Winchester,TN
Summary
Dynamic Omnichannel Implementation Support Specialist at RevSpring Inc, adept at enhancing customer satisfaction through effective account management and streamlined reporting processes. Proven leadership in cross-functional collaboration and technical support, leveraging strong analytical skills to optimize performance and drive operational efficiency. Committed to maintaining data integrity and delivering exceptional service.
Overview
11
11
years of professional experience
Work History
Omnichannel Implementation Support Specialist
RevSpring Inc
Nashville, TN
02.2023 - Current
- Implement statement setups for new and existing clients.
- Consistently adapting to evolving product knowledge and proprietary processes to ensure optimal performance / customer satisfaction.
- Strong relationships with clients, vendors and stakeholders for successful account management.
- Adhered to standards of quality and service as well as all compliance requirements.
- Maintained knowledge of process changes, updated policies and procedures.
- Streamline reporting processes by combining and organizing customer data into a cohesive report.
- Conducted regular account reviews, identifying areas for improvement and implementing necessary changes to optimize performance.
- Collaborated with cross-functional teams to streamline onboarding processes, improving efficiency and client satisfaction.
- Managed project timelines and deliverables, maintaining alignment with stakeholder expectations throughout implementation phases.
- Provided technical support for software implementations, enhancing user experience and system performance.
- Conducted thorough testing of implemented solutions to ensure optimal functionality and user experience.
Account Specialist
RevSpring Inc
Nashville, TN
02.2023 - 02.2024
- Developed and implemented operational workflows to enhance production efficiency.
- Analyzed sales data to identify trends, guiding menu development and pricing strategies.
- Improved customer satisfaction rates by prioritizing client needs and addressing concerns promptly.
- Employed prompt decision-making and in-depth research to resolve issues.
- Increased overall business efficiency by streamlining operational processes and implementing new technologies.
- Served as primary point-of-contact with suppliers and contractors to achieve inventory expectations.
Call-Center Verification Supervisor
Advance Financial
Nashville, TN
08.2020 - 02.2023
- Checked documentation for accuracy and validity on proprietary systems.
- Verified timesheets for Payroll processing.
- Assisted in hiring process utilizing Breezy, and proprietary software.
- Conducted interviews of new candidates for open roles within the department.
- Assisted in identifying areas of opportunity and recommended or implemented process improvements.
- Maintained strong knowledge of basic company terminology to better understand services and procedures.
- Scheduled meetings, interviews and phone screens for potential candidates.
- Entered information into reservations system to update and maintain records.
- Recommended loan approvals and denials based on customer loan application reviews.
- Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Trained team members on performance metrics and consumer behavior identification.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Elementary Speech Pathologist Assistant
Tullahoma City Schools
Tullahoma, TN
11.2020 - 08.2021
- Assisted pathologist in conducting client screenings or assessments of language, voice, articulation and hearing.
- Prepared invoices for billing / insurance.
- Attended and participated in IEP meetings to inform parents and teachers about student's progress and speech goals.
- Aided in developing and implementing therapy plans and strategies for adults and children diagnosed with swallowing, language and speech disorders.
- Kept all patient information secure and confidential.
- Executed billing tasks and recorded information in company databases.
- Determined proper codes for medical records and patient services.
- Supported clerical duties such as preparing materials and scheduling activities and appointments.
- Performed support duties such as preparing materials, keeping records and scheduling activities.
- Implemented treatment plans or protocols as directed by speech-language pathologists.
Business Owner/Operator
The Cheesecakery
Tullahoma, Tennessee
03.2015 - 10.2020
- Oversaw end-to-end business processes to maintain proficiency and profitability.
- Served as primary point-of-contact with suppliers and contractors to achieve inventory expectations.
- Monitored staff performance
- Reconciling time sheets / payroll
- Served as principal stakeholder over organization's complete operations.
- Frosted and iced cakes, cupcakes, cookies, doughnuts, sweet rolls and coffee cakes.
- Packaged and labeled baked goods with accurate descriptions and ingredients.
- Diversified bakery operations by leading baking demonstrations and classes.
- Trained and motivated employees to perform daily business functions.
Education
Administration of Justice
Northern Virginia Community College
Alexandria, VANA - General Studies
Motlow Community College
Tullahoma, TNSkills
- Proficient in Word and Excel
- Print Implementations
- Hiring and Recruiting
- Leadership Training
- Data integrity
- Documentation abilities
- Account management
- Reporting skills
- Excellent administrative abilities
- Teamwork and Collaboration
- Team Management
- Research
- Service Accounts
- Team Support
- Researching Issues
- Complex Problem-Solving
- Administrative Duties
- Help Desk
- Financial Software
- Microsoft Excel
- Customer Account Management
- Handling Discrepancies
Timeline
Omnichannel Implementation Support Specialist
RevSpring Inc
02.2023 - Current
Account Specialist
RevSpring Inc
02.2023 - 02.2024
Elementary Speech Pathologist Assistant
Tullahoma City Schools
11.2020 - 08.2021
Call-Center Verification Supervisor
Advance Financial
08.2020 - 02.2023
Business Owner/Operator
The Cheesecakery
03.2015 - 10.2020
Administration of Justice
Northern Virginia Community College
NA - General Studies
Motlow Community College