Open To Work
Hi, I’m
Lois Belanger
Eatonville
Summary
Dynamic Customer Service Manager with a proven track record at Apria Healthcare, leading a team to enhance productivity and customer satisfaction. Expert in Business Process Management and fostering collaboration, I implemented innovative strategies that reduced case handling times and improved performance metrics, while cultivating a culture of continuous improvement and professional growth.
Overview
15
years of professional experience
1
Certification
Work History
Apria Healthcare Eatonville, WA
Customer Service Team Manager
12.2010 - 01.2026
Job overview
- Led teams between 15-38 teammates, fostering a positive work environment focused on teamwork and collaboration.
- Managed team schedules, balancing workloads to optimize staff coverage during peak hours, which reduced overtime hours.
- Monitored KPI's, ensuring team alignment with organizational goals, and implemented coaching to meet company expectations.
- Enhanced communication within the team through weekly meetings, training sessions and open dialog exercises.
- Developed cross-training programs expanding knowledge for proficiency and efficiency to increase productivity.
- Implemented process improvements, reducing case handling times for referrals and elevating positive customer experiences.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans to drive professional growth within the team.
- Collaborated with other departments to resolve complex customer issues effectively.
- Created a positive work environment while performing individual one-on-one meetings with emphasis directed to each teammate's needs which boosted morale and motivation, leading to improved performance metrics.
- Supported teammates in career advancement by providing direction, assigning specific action plans, and mentoring to achieve desired outcomes.
Education
South Puget Sound Community College
Skills
- Microsoft Outlook, Word, Excel, Teams, and PowerPoint
- RingCentral
- Workday
- UKG Pro
- ADP
- Business Process Management (BPM)
- Learning Central
- GrowU
- ACIS
Accomplishments
- Received and accepted 2018 Hero Award; Company recognition for excellence in Customer Service.
- Achieved 15 Years of Service Award, December 2025, which acknowledged my commitment and dedication.
- 2025 Q4 Town Hall recognized for implementation of processes for contractual agreement.
- Collaborated with team of 15 in the development of a Pilot Project in 2013-2018, implementing streamlined processes and service level agreements from the westcoast to inland states.
Certification
- Medicare Certified HME
- Customer Service Certification
- Leadership Certification
Availability
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Work Preference
Work Type
Full TimeLocation Preference
RemoteTimeline
Customer Service Team Manager
Apria Healthcare
12.2010 - 01.2026