Shelly Fleming

· Consistent top agent on team, top 20 in the region, and top 10% overall company based on productivity, quality, and adherence. Consistently at 0% rate of errors, servicing 13 private practices, 3 clinics and over 100 physicians, for various clinical services and regularly meeting call volume, call time and quality expectations.

· Selected as team ambassador to communicate feedback from team members to middle and upper management as a way to facilitate positive procedural change within the company.

· Facilitates triage for specific and complex inquiries, directing patient to the appropriate resources.

· Streamlined warranty claim processing: Handled, processed, and meticulously tracked warranty claims ensuring 100% prompt resolution and exceptional service for customers.

· Worked closely with the VP of Customer Success and Support to develop and execute customer success strategies aligned with organizational objectives, ensuring exceptional service delivery and client retention.

· Consistently achieved 98% or higher in customer success and facilitating company to be ranked #1 in the country for all of tenor via the Customer Loyalty Program.

• Developed and executed comprehensive business strategies, including expansion plans into new markets and services
• Achieved a 30% revenue growth year-over-year by identifying lucrative partnerships and negotiating favorable contracts
• Directed cross-functional department heads, fostering a culture of innovation, collaboration, and accountability.