Mary Lavoie

- Supervise and support a team of Customer Operations/Offboarding Specialists, providing coaching, mentorship, and performance feedback.
- Monitor daily support operations to ensure prompt, efficient, and empathetic resolution of customer inquiries and issues.
- Collaborate with cross-functional teams (product, engineering, sales, and marketing) to identify and resolve recurring customer pain points.
- Develop, implement, and refine support workflows, processes, and documentation to drive operational excellence.
- Analyze support performance and generate reports with actionable insights to improve efficiency and service quality.
- Assist with workforce planning, shift scheduling, and capacity management to ensure adequate coverage.
- Identify opportunities for process automation, self-service tools, and knowledge base improvements.
- Manage escalations, ensuring high-priority issues are resolved quickly and effectively.
- Participate in recruiting, onboarding, and training new support team members.
- Ensure the team adheres to compliance, security, and company policy standards.

- Lead and optimize global support operations, including workflows, tools, quality assurance, and performance management systems.
- Analyze customer support data (e.g., ticket trends, SLA adherence, CSAT, NPS, CES) to identify opportunities for improvement.
- Develop and implement scalable support strategies, aligning team structure, processes, and tools with evolving business needs.
- Collaborate with cross-functional teams to streamline processes and improve the end-to-end customer journey.
- Drive automation and self-service initiatives such as help centers, chatbots, and knowledge base improvements.
- Manage key vendor relationships for support tools and platforms; evaluate and implement new technologies.
- Mentor and support operations and support team leads, ensuring alignment on goals, KPIs, and career development.
- Own and track support team KPIs, building robust dashboards and reporting frameworks.
- Oversee onboarding and training programs to ensure support agents are well-prepared.
- Proactively identify pain points and bottlenecks in the support experience and develop strategies to enhance service delivery.

- Oversaw end-to-end order processing, ensuring accuracy, timely fulfillment, and alignment with SLAs.
- Collaborated with sales, finance, and logistics teams to resolve order discrepancies and improve fulfillment workflows.
- Led initiatives to automate order entry and reduce manual processing errors.
- Supported the operational effectiveness of the customer support team by analyzing performance data.
- Partnered with cross-functional teams to drive support initiatives and process improvements.
- Drove implementation and maintenance of quality assurance programs.
- Supported onboarding and training of new team members.
- Helped manage escalations and complex customer issues.
- Fostered a culture of continuous improvement and operational excellence.

· Serve as the primary liaison for managing incoming complaints and grievances across all channels, including regulatory bodies (e.g., BBB), legal contacts, and healthcare partners.

· Conduct thorough investigations into complaints, gathering necessary documentation, reviewing relevant policies, and interviewing involved parties as needed.

· Collaborate with cross-functional departments such as Legal, Compliance, Clinical/Medical teams, and Customer Support to ensure accurate, timely, and appropriate resolution of complex cases.

· Draft formal written responses to complaints that are professional, empathetic, and compliant with organizational standards and regulations.

· Maintain detailed records of all complaints and grievances in accordance with internal policies and external regulatory requirements.

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· Monitor timelines to ensure all cases are addressed within established service level agreements.

· Provide recommendations for updates to policies and procedures based on complaint insights and root cause analysis.

· Support internal audits and regulatory reporting requirements by maintaining accurate complaint logs and case documentation.

· Maintain confidentiality and handle all matters with a high degree of sensitivity, integrity, and discretion.