Mary James

• Promoted positive work environment through open communication channels, fostering team collaboration and high morale.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality.
• Coached employees through day-to-day work and complex problems.
• Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
• Enhanced team productivity through regular coaching, feedback, and performance evaluations.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
• Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
• Monitored metrics and developed actionable insights to improve efficiency and performance.

• Resolved account issues to build rapport and relationship
with clients.
• Supervised 15+ Inbound/Outbound Customer service Rep
averaging 70+ calls daily.
• Actively supported service associates by quickly
responding to questions via phone and email and finding
appropriate solutions to customer issues

• Monitored company inventory to keep stock levels updated.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Participated in team-building activities to enhance working relationships.
• Developed team communications and information for meetings.
• Led projects and analyzed data to identify opportunities for improvement.
• Completed paperwork, recognizing discrepancies, and promptly addressing for resolution.
• Identified issues, analyzed information, and provided. Solutions to problems.
• Created plans and communicated deadlines to ensure projects were completed on time.
• Handled 60+ calls per day to address customer inquiries and concerns.

• Championed continuous improvement initiatives, implementing lean management principles to reduce waste and improve overall department efficiency.
• Conducted regular audits of DME inventory to identify gaps and opportunities for improvement.
• Developed comprehensive training programs for staff, leading to increased proficiency in DME usage and maintenance.
• Oversaw procurement processes, ensuring timely acquisition of necessary supplies while adhering to established budgets.
• Optimized scheduling systems to ensure efficient use of resources while minimizing wait times for patients requiring DME services.
• Coordinated with healthcare professionals to assess patient needs and recommend appropriate medical equipment solutions.
  • Account payable and Receivables.
  • Responsible for Medical documentation to ensure clean
  claims billings.
  • Managed 20+ Reps and Insurance Billers as well as front
  office personnel.
  • Carried out day-day-day duties accurately and efficiently