LYNNETTE (LYNNE) M. UPLEDGER
Clearwater,FL
Summary
DRIVEN CUSTOMER SUCCESS LEADER Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
30
30
years of professional experience
Work History
OB Operations Leader/IB Operations Leader
Matrix Medical Network
05.2016 - 02.2024
- Led comprehensive employee sales training program, facilitating Brown Bag sessions with all Member Relations associates for performance improvements including role play/skills transfer focusing on their specific needs
- Oversaw their final testing, and issued completion certificates for all Member Relations associates.
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Enhanced team productivity with effective communication, collaboration, and training initiatives.
- Boosted customer satisfaction rates through consistent service quality and timely issue resolution.
- Led cross-functional teams to successfully execute projects on time and within budget constraints.
- Implemented data-driven approaches to monitor performance metrics and drive continuous improvement efforts.
- Optimized inventory management processes for accurate tracking, forecasting, and sent out company wide communication daily.
- Empowered team members to take ownership over their respective work areas by fostering a collaborative environment built upon trust, open communication channels, and mutual respect – ultimately leading to higher morale levels experienced company-wide due in large part to increased employee engagement efforts undertaken consistently throughout tenure spent working within this particular role capacity.
- Compiled training materials for new employees and tracked skill development.
- Motivated and trained employees to maximize team productivity.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
Clinical Support Analyst, Provider Services Research Team
Matrix Medical Network
10.2013 - 05.2016
- Analyzed DSU Aging Report, resolving issues for 4,000+ members not dispositioned within the system, resulting in ~$450,000 in additional revenue with 25% of members being rescheduled
- Coordinated efforts to address No Show Report, collaborating with the Clinical field to enforce protocol adherence and achieve a reduction in providers not following protocol within 3 months.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Reduced operational costs with thorough analysis of performance metrics.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Flex Provider Team Lead
Matrix Medical Network
05.2012 - 10.2013
- Optimized a team of 4 employees with ~170 providers, never missing a route
- Provided support and direction for PT Nurse Practitioners.
- Enhanced overall team performance by providing regular feedback and skill development opportunities.
- Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Group Sales/Reservations Specialist, Executive Desk
Midwest Express Co./Frontier Airlines
05.2006 - 04.2012
- Enhanced customer service, adhering to company policies and guidelines
- Optimized database systems for Frontier, Midwest Airlines, Delta, Republic Airways
- Led sales and ticketing operations for large groups and executives.
- Developed strong client relationships through consistent communication and attentive service.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Oversaw daily operations of a busy office environment, ensuring tasks were completed efficiently and accurately.
Business Owner/Partner/Lead Photographer
Motophoto & Portrait Studio
05.1994 - 10.2006
- Increased client satisfaction by implementing innovative business strategies and streamlining processes.
- Enhanced company profitability by reducing overhead costs and negotiating favorable contracts with suppliers.
- Expanded market reach with targeted marketing campaigns and strategic partnerships.
- Developed a high-performing team through effective recruitment, training, and performance management.
- Boosted revenue by identifying new business opportunities and diversifying product offerings.
- Established strong customer relationships through excellent communication and attentive service.
Education
High School Diploma -
Largo Sr High School
Largo, FLSkills
- Employee Development/Relations
- Key Performance Indicators
- Innovation and Creativity
- Collaboration and Teamwork
- Operations Management
- Data Analysis
- Organizational Skills
- Goal Setting
- Team building
- Time Management
- Analytical Thinking
- Self Motivation
- Professionalism
- Team Leadership
- Performance Analysis
- Employee/Team Development
- Clinical Support
- Database Management Systems
- Five9
- Microsoft Office Suite
- Zoom
- UltiPro
- Verint
- Tableau
- SharePoint
- Sabre
- Teams
Job Titles
- Member Services Manager
- Operations Manager
- Customer Success Specialist
Timeline
OB Operations Leader/IB Operations Leader
Matrix Medical Network
05.2016 - 02.2024
Clinical Support Analyst, Provider Services Research Team
Matrix Medical Network
10.2013 - 05.2016
Flex Provider Team Lead
Matrix Medical Network
05.2012 - 10.2013
Group Sales/Reservations Specialist, Executive Desk
Midwest Express Co./Frontier Airlines
05.2006 - 04.2012
Business Owner/Partner/Lead Photographer
Motophoto & Portrait Studio
05.1994 - 10.2006
High School Diploma -
Largo Sr High School
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