Marty Ann Limon
Corpus Christi,TX
Summary
Experienced Resolution Team Lead with strengths in queue management, escalation handling, and CRM documentation. Skilled in policy compliance, workflow coordination, and coaching agents to support fast, accurate contact center resolutions.
Overview
11
11
years of professional experience
Work History
Resolution Team Lead
Alorica
Corpus Christi, Texas
06.2023 - Current
- Led resolution workflows for Alorica customer support escalations and service recovery.
- Coached agents on call handling, documentation, and resolution standards.
- Coordinated agent queues and prioritized urgent cases to enhance responsiveness across contact center teams.
- Reviewed customer issues and applied policy-based solutions for compliant resolutions.
- Trained team members on call handling, documentation, and escalation procedures.
- Resolved escalated customer complaints in a professional manner while adhering to company policies and procedures.
- Monitored service tickets and ensured accurate updates in CRM systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Educated patients on benefits, coverage, and care options.
- Resolved billing questions and directed patients to proper resources.
- Reviewed patient records for missing information and eligibility details.
- Explained authorizations, claims status, and next steps to patients.
Phlebotomy Technician
Biomat U S A
Corpus Christi, Texas
01.2022 - 02.2023
- Supported plasma donor venipuncture at Biomat USA collection center.
- Verified donor identity and assessed health history to facilitate safe and effective donation process.
- Monitored donor vital signs during plasma collection and recovery to ensure donor well-being.
- Prepared sterile supplies and maintained clean phlebotomy workstations to ensure safety and compliance.
- Labeled blood specimens and documented collection records accurately.
- Followed FDA, OSHA, and Biomat USA safety procedures throughout each shift.
- Assisted donors with questions and provided clear pre-donation instructions.
- Labeled specimen containers with patient information accurately and legibly.
Reception Technician
CSL Plasma
Corpus Christi, Texas
06.2015 - 01.2022
- Registered donors and verified identification for CSL Plasma screening.
- Entered donor information into CSL Plasma systems accurately.
- Explained donor procedures and answered questions at CSL Plasma front desk.
- Answered phones and provided scheduling support for CSL Plasma visitors.
- Prepared reception area and maintained a clean CSL Plasma waiting space.
- Routed donor paperwork to nursing staff and compliance teams.
- Responded promptly to customer inquiries via phone or email, ensuring high levels of service.
- Interviewed patients to obtain medical information, weight and height measurements and vital signs to aid physicians with patient care planning.
- Answered a multi-line telephone system, transferred calls, took messages, and provided general information.
- Facilitated appointment scheduling, improving patient access to healthcare services.
- Maintained accurate filing systems for confidential documents and records.
- Performed data entry of patient information into various software programs including billing software.
- Answered and directed incoming calls using a multi-line telephone system.
- Led daily team workflows and assigned tasks across production shifts.
- Trained new associates on safety rules, work standards, and job procedures.
- Monitored attendance, performance, and workplace conduct for team members.
- Coordinated communication among staff, supervisors, and support departments to streamline operations.
- Organized schedules, coverage, and labor needs for changing priorities.
- Enforced employer policies and reinforced compliance across group operations.
- Supported conflict resolution and maintained a positive team environment.
- Worked with other group leaders to identify and resolve issues between teams.
- Implemented improved initiatives to optimize safety and quality.
- Encouraged team members to take initiative in their roles by offering rewards for going above expectations.
- Delivered training sessions for onboarding, skills development, and compliance requirements.
- Coached employees on customer service, safety standards, and job expectations.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
Education
GED -
Del Mar College
Corpus Christi, TX01-1996
Skills
- Escalation handling
- Service recovery
- Policy compliance
- Queue management
- Workflow coordination
- Contact center operations
- CRM data entry
Timeline
Resolution Team Lead
Alorica
06.2023 - Current
Phlebotomy Technician
Biomat U S A
01.2022 - 02.2023
Reception Technician
CSL Plasma
06.2015 - 01.2022
GED -
Del Mar College