Summary
Overview
Work History
Education
Skills
References
Timeline
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MICHAEL LECOUNT

AURORA,CO

Summary

Dynamic leader with a proven track record at Rally Health and Optum Digital, enhancing client service delivery and achieving customer satisfaction. Expert in leveraging Salesforce and interdepartmental collaboration to exceed organizational goals. Skilled in guiding teams to innovate and streamline processes, significantly improving service outcomes.

Overview

9
9
years of professional experience

Work History

SENIOR CLIENT SERVICE MANAGER

OPTUM DIGITAL
Greenwood Village, CO
12.2021 - 10.2024
  • Established and implemented departmental policies, goals, objectives, and procedures in conjunction with board members, organization officials, and staff members.
  • Responded quickly to meet client needs, and resolve problems.
  • Troubleshot minor problems and reported larger technical issues.
  • Met deadlines while maintaining high-quality deliverables.
  • Collaborated with departmental leaders to establish organizational goals, strategic plans, and objectives.
  • Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
  • Developed relationships with stakeholders to maximize performance resulting in customer satisfaction.
  • Coordinated cross-functional teams from various departments to deliver high-quality solutions tailored specifically to clients' needs.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Maintained client relationships by partnering with internal teams to understand client goals and objectives.

CUSTOMER SUCCESS SUPERVISOR

OPTUM DIGITAL
Greenwood Village
08.2019 - 12.2021
  • Supervised a team of 8 to 10 employees on the Team Rush specialty teams: Think Tank, Escalation, and Resolution.
  • Oversaw and participated in daily representative tasks, including, but not limited to, escalated customer contacts, working with internal Rally departments, and outside partners.
  • Completing Rally rewards fulfillment.
  • Recruited and trained new employees to meet job requirements.
  • Assigned work and monitored performance of project personnel.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

CONSUMER SUPPORT SPECIALTY TEAM LEAD

RALLY HEALTH
Greenwood Village, CO
07.2016 - 08.2019
  • Developed and implemented strategies to enhance team performance, improve processes, and increase efficiency.
  • Responsible for providing feedback and coaching on a regular cadence in the areas of: productivity, quality, attendance, progression, schedule adherence, and culture.
  • Provide disciplinary feedback, with all follow-up documentation.
  • Cross-trained in Quality Assurance and Knowledge Management, along with Tier 2 responsibilities.
  • Conduct interviews for Tier 1, and all skill set positions.
  • First contact for internal troubleshooting steps for agent computers, phones, Salesforce, and other tools.

CONSUMER SUPPORT REPRESENTATIVE

RALLY HEALTH
Greenwood Village, CO
08.2015 - 07.2016
  • Connected with members via phone and email to assist with: password resets, registration assistance, questions around deposits, changing benefits and site knowledge/navigation
  • Reviewed customer data to assess current issues and determine potential solutions
  • Kept customer and system account information accurate and current to support timely resolutions for all concerns
  • Delivered fast, friendly and knowledgeable service for routine questions and escalated inquiries
  • Documented customer inquiries and feedback using Salesforce
  • Promoted to specialty positions including Think Tank (in house knowledge team) and Email team

Education

COMMUNICATIONS -

UNIVERSITY OF NORTHERN COLORADO
Greeley, CO
05.1999

Skills

  • Jira
  • ServiceNow
  • Splunk
  • Wiki
  • Salesforce
  • Five9
  • Tableau
  • Iron Box
  • G Suite
  • Microsoft Teams
  • Interdepartmental Collaboration
  • Account management
  • Business Services Support
  • Customer satisfaction
  • Client service delivery

References

References available upon request.

Timeline

SENIOR CLIENT SERVICE MANAGER

OPTUM DIGITAL
12.2021 - 10.2024

CUSTOMER SUCCESS SUPERVISOR

OPTUM DIGITAL
08.2019 - 12.2021

CONSUMER SUPPORT SPECIALTY TEAM LEAD

RALLY HEALTH
07.2016 - 08.2019

CONSUMER SUPPORT REPRESENTATIVE

RALLY HEALTH
08.2015 - 07.2016

COMMUNICATIONS -

UNIVERSITY OF NORTHERN COLORADO

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MICHAEL LECOUNT