Morgan Floyd
Results-driven professional with 6+ years of experience supporting employees, customers, and business operations in fast-paced environments. Skilled in employee relations, onboarding, performance coaching, conflict resolution, training, compliance, workforce planning, and cross-functional collaboration. Proven ability to build trusted relationships with leaders and staff, maintain confidential information, improve employee engagement, and support organizational goals through effective people-focused solutions. Recognized for strong communication skills, sound judgment, and a commitment to delivering exceptional service and business results through effective communication.
Work History
Customer Experience Coordinator
2 Years 4 Months• Collaborated with store associates, supervisors, and cross-functional teams to address escalated customer concerns effectively.
• Build collaborative relationships across departments to support operational goals and improve customer experience outcomes.
• Analyze customer interaction data, call trends, and feedback metrics to identify opportunities for process improvements and operational efficiencies.
• Serve as a trusted resource for associates by facilitating communication between departments and ensuring timely issue resolution.
• Maintain confidential customer and business information while adhering to company standards and compliance requirements.
• Document escalations, resolutions, and trends to provide leadership visibility into operational performance.
• Support customer retention initiatives through account audits, issue resolution, and proactive service recovery strategies.
Associate Quality Analyst
1 Year 9 Months• Trained, coached, and provided ongoing support to teams of 10–15 employees, improving productivity, compliance, and performance.
• Developed and delivered training materials and onboarding resources for new employees.
• Collaborated with leadership to identify process improvement opportunities that increased efficiency and reduced waste by 30%.
• Created performance reports and workforce metrics used by management to support operational decision-making.
• Authored and maintained Standard Operating Procedures (SOPs) to ensure compliance with OSHA standards and company policies.
• Conducted audits, analyzed operational data, and presented recommendations to leadership to improve quality and performance outcomes.
• Supported a culture of continuous improvement through employee feedback, coaching, and process enhancements.
• Partnered with engineering, production, project management, and leadership teams to resolve issues and improve organizational performance.
Insurance Verification Specialist
2 Years 3 Months• Managed sensitive and confidential patient information while ensuring compliance with healthcare privacy regulations.
• Collaborated with patients, providers, and insurance companies to resolve benefit and coverage issues.
• Delivered exceptional customer service while managing multiple priorities in a high-volume remote environment.
• Maintained accurate records and documentation to support operational and compliance requirements.
Patient Registration Coordinator
3 Years 10 Months• Interviewed patients and families to gather information, verify documentation, and maintain confidential records.
• Served as a liaison between patients, families, and healthcare staff, fostering positive relationships and effective communication.
• Assisted with onboarding-related administrative functions and documentation processes.
• Streamlined registration workflows to improve efficiency and customer satisfaction.
• Maintained compliance with organizational policies and confidentiality standards.
- Supported onboarding procedures, ensuring new hires received necessary training materials.