Lindsie Lloyd
Acme,PA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
13
13
years of professional experience
Work History
Manger of Client Services
Wheels, Inc
Atlanta, GA
12.2021 - Current
- Managed daily operations of Wheels, Inc, a Fleet Management Company specializing in full-service leasing and maintenance management services
- Effectively oversaw the development, coaching, and performance of an Account Manager team in delivering initiative-taking service and recommendations to satisfy clients.
- Held responsibility for the recruitment and onboarding process, including interviewing, hiring, and developing new team members.
- Designed targeted strategies to enhance speed, quality, efficiency, and output of business processes and procedures through planning and evaluation.
- Enhanced overall staff performance by conducting regular one-on-one meetings and comprehensive year-end assessments
- Utilized metrics to enhance performance and drive improvement
- Enhanced teamwork and employee morale by consistently holding team meetings and fostering engagement activities
- Contributed to the creation and refinement of SOPs and processes, resulting in improved expected outcomes, streamlined workflows, reduced operational losses, and resolution of escalated client issues.
- Fostered effective collaboration between departments within the organization, specifically with Customer Success and Operations, as well as cross functional teams.
Operations Manager-Officer in Lending Services
PNC Bank
Pittsburgh, PA
10.2017 - 12.2021
- PNC Bank, one of the largest financial institutions in the country, specialized in offering comprehensive banking solutions.
- Led the training and development of a team of 20+ Customer Service Reps managing incoming calls from customers with various banking needs including checking accounts, savings accounts, loans, and mortgages.
- Oversaw the recruitment, interview processes, hiring decisions, and training initiation for representatives transitioning from Core Customer Service to Lending Services.
- Provided guidance and support to team members, utilizing metrics to drive success in meeting targets and key performance indicators.
- Assessed opportunities by utilizing reporting and performance reviews
- Delivered constructive feedback and enforced corrective measures for enhancing performance
- Maximize performance outcomes by identifying trends to optimize employee engagement
- Managed time and attendance efficiently
- Managed escalated issues and ensured resolution through effective customer interactions
- Took action based on customer feedback surveys to optimize NPS outcomes
- Performed quality audits and coached behaviors related to risk and compliance violations.
Patient Account Rep
Excela Health
Greensburg, PA
10.2016 - 10.2017
- Utilized expertise in healthcare billing to effectively process and submit claims for services provided at Excela Health's hospitals
- Managed end-to-end billing and accounts receivable operations
- Maintained a track record of meeting/exceeding departmental goals, contributing to a successful revenue cycle flow
- Submitted critical billing information to the proper insurance company for expedited payment
- Safeguarded billing process by meticulously proofing for errors
Administrative Assistant
Cochran Automotive Group
Monroeville, PA
04.2015 - 10.2016
- Played a pivotal role in enhancing the efficiency and productivity of operations at one of the largest automotive dealerships in Pittsburgh
- Managed invoices for payment, adhering to company policies and procedures while showcasing strong organizational and time management skills.
- Performed administrative tasks supporting the accounting and title departments.
Retail Sales Rep
VERIZON WIRELESS
Greensburg, PA
04.2011 - 04.2015
- Largest wireless carrier in the United States, providing wireless products, services, and solutions
- Utilized diligence and analytical skills to find personalized solutions for each customer
- Utilized technological knowledge to analyze and resolve complex technical issues.
- Maintained a track record of meeting or exceeding monthly goals and quotas
- Ensured exceptional customer satisfaction by addressing and resolving inquiries and issues
- Demonstrated strong troubleshooting and critical thinking skills in meeting customer expectations
- De-escalated customer concerns through the demonstration of integrity, trust, and confidentiality.
- Assisted in the training process for new team members
- Provided interim management support during LOA’s as required.
Education
Some College (No Degree) - Business Management
University of Phoenix
Skills
- Leadership/ Management
- Coaching and Development
- Customer Experience/Satisfaction
- Data Analytics
- Decision-making
- Project Management/Evaluation
- Strategic Planning
- Policy Implementation
- Operations Management
- Workforce Management
- Performance Management
- Verbal and written communication
- Customer Relationship Management (CRM)
- Business Planning
- Salesforce Management
- Key Performance Indicators
- Cross-Functional Teamwork/Collaboration
- Innovation management
- Cross-functional team management
- Time Management
- Complex Problem-Solving
- Product Management
- Process Improvement
- Active Listening
- Training and Development
- Analytical Skills
- Scheduling and Coordinating
- Self Motivation
- Excellent Communication
- Time management abilities
- Hiring and Training
- Multitasking
- MS Office
- Professional and Courteous
References
References available upon request.
Timeline
Manger of Client Services
Wheels, Inc
12.2021 - Current
Operations Manager-Officer in Lending Services
PNC Bank
10.2017 - 12.2021
Patient Account Rep
Excela Health
10.2016 - 10.2017
Administrative Assistant
Cochran Automotive Group
04.2015 - 10.2016
Retail Sales Rep
VERIZON WIRELESS
04.2011 - 04.2015
Some College (No Degree) - Business Management
University of Phoenix
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