LISA HARRIS
SAN ANTONIO,TX
Summary
A resolute health care customer support and business professional seeking to transition into a new field utilizing detailed knowledge of industry practice. Ability to excel in remote work environments, leveraging strong time management, self-discipline, and effective communication skills to deliver results. Committed to taking ownership in each interaction, responding with empathy and confidence to ensure each customer and team member feels valued.
Overview
10
10
years of professional experience
Work History
LEARNING AND DEVELOPMENT SPECIALIST
OFFICE ALLY
04.2024 - 10.2024
- Self-Motivated and Guided Learning: Engage in self-study to gain in-depth knowledge of Litmos, a newly implemented online training platform
- Successfully set up team creation of management and employee accounts, ensuring accurate access
- Manage continued administrative tasks reflecting team and supervisor changes, updating employee accounts and assisted troubleshooting through Teams working remotely
- Create comprehensive course content consisting of different media types
- Develop training content covering the complete range of healthcare technology solutions offered which include electronic health records, medical practice management, revenue cycle management as well as claims rejections and electronic remittance advice for medical billing
- All content created considered learning style types to assist in achieving training objectives
- Training Delivery and Post Training Support: Deliver group and individual training sessions in-house and remotely utilizing Teams, Salesforce, Google Meet and Zoom covering tier upskills and cross training
- Assist with cross skills training for Customer Support and Technical Support departments as they combined the first quarter of 2024
- Assist newly trained employees within the Bullpen, answering questions as they implement newly acquired knowledge during live calls with the users
- Assist individual employees in unlimited one-on-one trainings
- Quality Assurance Support: Assist the Quality Assurance Team with meeting monthly production goals through review of Client Engagement Specialist performance during training support appointments with account owners and users
- Complete accurate and timely documentation of each call performance whether it be initial training or question and answer sessions
- Document and submit improvement recommendations including positive feedback
- Record and distribute evaluations and suggestions to all department managers, supervisors, and employees, within Salesforce, customized cloud-based communications service, following company guidelines
- Collaborative Planning: Contribute to strategic planning, brainstorming, and developing realistic goals, with consideration of current responsibilities and upcoming department deadlines to meet companywide goals
- Progress Assessment and Performance Observation: Advise employee supervisors and management teams of employee readiness for advancement to next tier upskills training and customer service, based on observations and assessments
- Continually observe employee strengths and areas for improvement through consistent individual interaction and in person communications or requests for assistance in Microsoft Teams or in person
- Training Material Management: Manage review of content accuracy, design layout, editing and submission of final draft of all employee training courses as well as customer facing articles for review and final approval by management including the Chief Operating Officer and Chief Executive Officer
ASSISTANT TRAINER
OFFICE ALLY
01.2022 - 04.2024
- Training Support: Assist the Training Supervisor in fulfilling the training needs of the Technical Support Team for all products and services available to account owners and their staff
- Assist employee achievement of employee training and completion of certification
- Ensure knowledgeable and consistent guidance to our account holders and employee improving confidence and job performance
- Achieve maintaining and continual growth of the customer base as well as increased employee retention
- Self-Guided Learning: Due to restructuring, successfully accomplished self-directed study to attain in-depth knowledge of Intake Pro service provided to customers
- Review and establish eligibility and enrollment procedures and the legal requirement of interaction documentation
- Create an achievable, detailed training implementation plan, which includes employee training content articles including step-by-step instruction
- Complete instructor-led employee training to successfully incorporate and manage Intake Pro along with all other established responsibilities
- Upon successful completion of knowledgebase quiz and verbal demonstration, each employee received certification of their knowledge to determine eligibility, enroll, troubleshoot, document interactions, as well as train customers new to the service
- Material Updates: Collaborate with the Training Supervisor to consistently update training materials and the employee knowledge base utilizing Jira and Confluence
- This includes upgrading quizzes within Flexiquiz due to updated procedures and service upgrades ensuring employees maintain accurate, thorough, and timely information
- Professional Communication and Documentation: Maintain employee training and certification record documentation within appropriate tracking systems
- Respond promptly to internal requests for information via Outlook and Microsoft Teams
- Queue Assistance: Support queues during high call volumes and assist with live customer chats
- Customer Training and Support: Consistently complete unlimited customer training to ensure ease and efficiency of all company services and product utilization
- Successfully manage user calls requiring immediate supervisor attention with empathy and positive engagement
- Maintain high customer retention rate through research and development creating solutions
- Assign users to specific team members to ensure effective follow-up and support
- Training Timelines: Work with the Training Supervisor and employee schedules to establish training timelines for employees with consideration of peak hours of operations
- Quality Assurance Communication: Consult Quality Assurance Specialists regarding technician certifications providing call expectations
- Receive Direction: Receive direction from management, offering collaborative input and solution driven suggestions
TRAINING SUPPORT SPECIALIST
OFFICE ALLY
01.2016 - 01.2022
- Customer Relationship Management: Build and nurture strong customer relationships through active listening to fully understand each customer’s individual needs
- Provide solutions and timely follow up
- Suggest training support and produce accurate documentation of all interactions
- Troubleshooting Support: Remove barriers and provide resolutions of technical issues through remote support access by guiding customers through various troubleshooting processes
- Report and escalate if backend access and assistance to achieve resolution
- Communication: Respond to requests for assistance via chat and emails regarding customer requests for assistance
- Also engage in chat and email assistance with teammates to reference updated procedures, releases and troubleshooting initiatives
- Product Knowledge: Complete initial service training and unlimited continued customer training
- Communicate updates, releases, and known issues to customers to ensure understanding of resolution expectations and efficiency of service use to support their business needs
- Follow-Up: Conduct follow-up outbound calls when the goal of first-call resolution requires further research ensuring customers of our commitment to their successful utilization of services offered
- Account Cancellation Assistance: Facilitate account cancellation after offering alternative solutions to retain them as a customer
- Manage customer interaction with empathy and positivity ensuring a supportive experience to encourage future return
- Queue Management: Manage back-end queues and reports, including electronic remittance advice, PNFs, splits, and assist with enrollment
- Team Collaboration: Function as an initiative-taking and collaborator, identifying gaps in service procedures and proposing resolutions to improve both customer and employee experience
- Cultural Support: Foster a culture of trust and open dialogue within the team, encouraging contribution of ideas, collaborative problem-solving and continuous improvement
NON-LICENSED PERSONAL LINES UNDERWRITER
CULTURE SERVICE GROWTH
06.2014 - 01.2016
- Collaboration with Agents: Work in tandem with Farmers Agents nationwide to research state-specific insurance guidelines and assist in determining eligibility for coverage, coverage specifics, and process of policy changes
- Documentation Management: Review and process all necessary documentation for policy changes and discount additions, ensuring compliance with company standards
- Customer Assistance: Assist insurers with payment processing, complex billing inquiries, and policy modifications
- Refer insureds to additional resources when needed
- Record Maintenance: Maintain detailed records of all interactions and processing activities in accordance with company and legal guidelines
- Professional Communication: Manage all levels of communication with agents and insurers, maintaining the highest standards of professionalism and confidentiality
- Transaction Processing: Answer questions and assist with processing transactions for Auto and Home products, as well as Farmers All Lines Billing
- Customer Information Updates: Update customer information, including discount eligibility and requirements
- System Navigation: Navigate and process transactions using eCMS, Express, and Farmers All Lines Billing (FAB), as well as managing policy coverage information such as limits, deductibles, and endorsements
- Online Account Registration: Assist with online account registrations for insureds
- Performance Metrics: Meet required service level metrics established by clients while adhering to company policies and work standards
- People Skills: Demonstrate strong interpersonal, verbal, and written communication skills, relating professionally to all levels of staff and management
- Empathy and Customer Service: Convey genuine empathy and effectively oversee difficult or agitated customers to ensure a positive experience
Education
Certified Nursing Assistant - Nursing
Grayson County College
Sherman08-2011
Skills
- Customer Interaction
- Accuracy of Input
- Productivity
- Honors Society Membership
- Award Recognition
Additionalskillsandachievements
- Recognized for Excellence: Commendations received for exceptional customer interaction, accuracy of input and achieving higher than required productivity.
- Honors and Awards: Member of the Phi Theta Kappa Honors Society and recipient of the Psychology Student of the Year Award for 2011 at Grayson College.
Proficient in remote work environments, demonstrating adaptability, self-motivation, and strong comm
Proficient in remote work environments, demonstrating adaptability, self-motivation, and strong communication skills to excel in virtual settings.
Accomplishments
Ability to excel in remote work environments, leveraging strong time management, self-discipline, and effective communication skills to deliver results.
Proficient in remote work environments, demonstrating adaptability, self-motivation, and strong comm
Ability to excel in remote work environments, leveraging strong time management, self-discipline, and effective communication skills to deliver results.
Timeline
LEARNING AND DEVELOPMENT SPECIALIST
OFFICE ALLY
04.2024 - 10.2024
ASSISTANT TRAINER
OFFICE ALLY
01.2022 - 04.2024
TRAINING SUPPORT SPECIALIST
OFFICE ALLY
01.2016 - 01.2022
NON-LICENSED PERSONAL LINES UNDERWRITER
CULTURE SERVICE GROWTH
06.2014 - 01.2016
Certified Nursing Assistant - Nursing
Grayson County College
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