Mary Alexander
Fort Edward,NY
Summary
Professional Team Leader of Accounts Receivable Onshore and Offshore Team Members with 20+ years of experience. Highly organized with expertise in problem solving, communication, training and attention to detail. Skilled in scheduling, training, driving business needs and working closely with the public.
Overview
25
25
years of professional experience
Work History
Team Leader
Optum Services
Glens Falls, USA
09.2000 - 08.2025
- Supervised the account receivable team to ensure adherence to quality standards, deadlines, and proper procedures.
- Scheduled and ran live and Zoom meetings with management, onshore and offshore team members, our clients.
- Trained and did quality control on insurance websites, 4 hospital systems, policy and procedures.
- Resolved customer complaints or answered customers' questions regarding policies.
- Provided employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Reviewed records or reports pertaining to activities such as production, monitor work activities, or evaluate performance.
- Discussed job performance problems with employees to identify causes and issues and to work on resolving problems.
- Prepared and issued work schedule, deadlines, and assignments for multiple team members.
- Interpreted and communicated work procedures and company policies to staff.
- Trained or instructed employees in job duties or company policies or arrange for training.
- Researched, compiled, and prepared reports, manuals, correspondence, or other information required by management or governmental agencies.
- Implemented corporate or departmental policies, procedures, and service standards in conjunction with management.
Trainer and Quality Team Leader
Optum
09.2000 - 08.2025
- Developed training materials for various healthcare initiatives and programs.
- Delivered engaging training sessions to diverse groups of employees.
- Assessed training needs and identified skill gaps among staff members.
- Collaborated with management to enhance training strategies and methodologies.
- Mentored junior trainers and supported their professional development efforts.
- Utilized learning management systems to track participant progress and engagement.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Adapted teaching methods according to the needs of individual learners or groups.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Documented all training activities including attendance records, feedback forms, surveys.
- Recommended changes or improvements in existing training processes as needed.
- Resolved any issues raised by participants during the training session in a timely manner.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Designed and developed training materials for new employees in the organization.
- Assisted with developing online learning modules for remote learners.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Maintained up-to-date knowledge of industry trends and best practices.
- Explained goals and expectations required of trainees.
- Created and offered additional materials to enhance training.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Worked collaboratively across departments for effective training sessions.
Education
High School Diploma - General
Queensbury High School
Queensbury, NYSkills
- Microsoft Office
- Leadership
- Active Listening
- Monitoring
- Training
- Medical Terminology
- Email Management
- Customer Focused
Timeline
Trainer and Quality Team Leader
Optum
09.2000 - 08.2025
Team Leader
Optum Services
09.2000 - 08.2025
High School Diploma - General
Queensbury High School