Nadia Pyles
Odessa,FL
Summary
Dedicated Customer Service Manager with 17 years of experience specializing in customer relations and retention. Proven ability to lead and mentor teams, fostering a culture of excellence in service delivery.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Medical Delivery Services
04.2011 - Current
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
Lead Dispatcher
Medical Delivery Services
08.2009 - 04.2011
- Consistently met or exceeded company goals for dispatch efficiency and customer satisfaction through diligent work ethic and focus on continuous improvement.
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Assisted in updating company policies related to dispatch operations, maintaining compliance with industry standards and regulations.
- Served as a liaison between drivers, clients, and internal teams to resolve issues or concerns quickly and effectively.
- Collaborated with management to develop strategic plans for growth and expansion within the company''s geographic area.
- Supported driver safety initiatives by implementing robust incident reporting protocols that facilitated prompt investigation into any concerning events reported from the field.
Billing Supervisor
Medical Delivery Services
01.2007 - 08.2009
- Reduced discrepancies in billing reports with thorough review processes and diligent follow-ups on outstanding accounts.
- Minimized errors in customer billing information through diligent verification practices and prompt issue resolution.
- Managed the preparation and distribution of customer invoices within strict deadlines, upholding adherence to company policies and client agreements.
- Routinely conducted internal audits of financial records to detect discrepancies or potential fraud risks, enabling timely intervention and issue resolution.
- Performed account reconciliations and resolved variances.
- Increased staff efficiency through regular evaluations, targeted coaching sessions, and tailored performance improvement plans.
- Worked with multiple departments to check proper billing information.
- Researched and resolved billing discrepancies to enable accurate billing.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Education
Operations Management
St. Petersburg College
Tarpon Springs, FLSkills
- Customer Relationship Management (CRM)
- Customer Retention
- Quality Assurance
- Product Knowledge
- Microsoft Outlook, Word, and Excel
Accomplishments
- Won Patriotic Employer award in 2021.
Certification
Hazardous Materials Certification
DOT Hazardous Materials Training
Timeline
Customer Service Manager
Medical Delivery Services
04.2011 - Current
Lead Dispatcher
Medical Delivery Services
08.2009 - 04.2011
Billing Supervisor
Medical Delivery Services
01.2007 - 08.2009
Operations Management
St. Petersburg College
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