Louisa Primm
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Escalation Team Lead/Subject Matter Expert
Carenet Health
11.2018 - Current
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Monitored and tracked user progress to identify improvement opportunities.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Improved user productivity and efficiency through system training and support.
- Facilitated product development with implementation of standard best practices.
- Designed and prepared technical reports, studies, and related documentation.
- Prepared proposal documentation and specifications based on user analytics.
- Provided coaching and mentoring to employees.
- Trained and mentored new personnel and tenured staff to fulfill various roles.
- Facilitated training programs for operations.
- Developed lesson plans, instructional materials and written practice tests for training courses.
- Created training manuals for employees according to company guidelines and protocols.
- Monitored and updated best practices and protocols to comply with client goals.
- Skilled at working independently and collaboratively in a team environment.
- Created and updated articles in Salesforce
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Implemented process improvements to increase productivity in quality assurance operations.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Supervised daily operations to maximize client/customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Boutique Team Leader
Chico's FAS
08.2017 - 12.2018
- Collected payment by cash, debit or credit card and used Point of Sale system to process transaction.
- Greeted customers entering store and offered assistance with requirements.
- Remained calm and composed in tense situations involving angry or upset customers.
- Managed efficient cash register operations.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Used in-store system to locate inventory and place special orders for customers.
- Recommended complementary purchases to customers, increasing revenue.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
Back Office Specialist
Colors Billing and Collections
01.2010 - 01.2017
- Insurance verification and authorizations.
- Prepared and submitted monthly billing reports to management for financial overview.
- Posted payments from various payer sources.
- Assisted with outstanding and unpaid claims.
- Resourcefully used various coding books, procedure manuals, and on-line encoders.
- Verified signatures and checked medical charts for accuracy and completion.
- Verified accuracy of patient information in medical records.
- Input data into computer programs and filing systems.
- Scanned and uploaded medical records into electronic medical records system.
- Identified new methods to optimize medical records management.
Tobacco Cessation Quit Coach
UCanQuit2
01.2008 - 01.2009
- Assisted clients in exploring feelings and understanding behaviors.
- Designed safe and supportive environment for clients to discuss issues.
- Adapted counseling techniques to best suit individual needs of each client.
- Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT).
- Educated clients on dangers of substance abuse and prevention techniques.
- Listened to clients' concerns and provided encouragement and support.
Education
Bachelor of Arts - Visual Communication
American InterContinental University
Schaumburg, IL08.2009
High School Diploma -
GROESBECK HIGH SCHOOL
Groesbeck, TX05.2002
Skills
- Multi-line Phone Systems
- Live Chat
- Salesforce
- CRM software
- Trainer
- Management/Operations
- IT Support (Local/Remote)
- High-Volume Environments
- Training and Development
- Flexible and Adaptable
- Dependable and Responsible
- Performance monitoring
- Trend tracking
- Schedule Management
- Production Monitoring
- Performance Improvement
- Complaint resolution
- Coaching and Mentoring
Certification
Customer Service (10+ years) Data Entry (10+ years) IT Support (12+ years) Receptionist (10+ years) Retail Sales (5 years) Microsoft Office (10+ years) Administrative Experience (10+ years) EPIC software, ECW software
Timeline
Escalation Team Lead/Subject Matter Expert
Carenet Health
11.2018 - Current
Boutique Team Leader
Chico's FAS
08.2017 - 12.2018
Back Office Specialist
Colors Billing and Collections
01.2010 - 01.2017
Tobacco Cessation Quit Coach
UCanQuit2
01.2008 - 01.2009
Bachelor of Arts - Visual Communication
American InterContinental University
High School Diploma -
GROESBECK HIGH SCHOOL
Customer Service (10+ years) Data Entry (10+ years) IT Support (12+ years) Receptionist (10+ years) Retail Sales (5 years) Microsoft Office (10+ years) Administrative Experience (10+ years) EPIC software, ECW software
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