STEPHONIE TRAVIS
Summary
Goal-oriented Customer Service/Manager dedicated to meeting team performance objectives and achieving set targets. Offering over 20+ years of extensive leadership experience in Customer Service/Management. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
20
20
years of professional experience
Work History
Patient Financial Services Manager
Bioventus LLC
07.2022 - Current
- Increased patient satisfaction by streamlining the billing process and implementing user-friendly payment plans.
- Reduced outstanding account receivables by diligently monitoring patient accounts and addressing discrepancies.
- Enhanced patient experience through effective communication of financial policies and procedures, ensuring full understanding of their responsibilities.
- Established a positive work environment through open communication channels and regular team meetings to address concerns or challenges.
- Implemented strategies for reducing bad debt expenses through proactive patient outreach initiatives, such as payment reminders or financial counseling referrals.
- Managed a diverse team of billing specialists, fostering professional growth opportunities and encouraging collaboration towards common goals.
Patient Collections Supervisor
Bioventus LLC
10.2015 - 01.2017
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
Patient Collections Supervisor
Bioventus LLC
10.2021 - 07.2022
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
Liaison Specialist
American Financial Services
03.2021 - 08.2021
- Provide financial assistance for mechanical concerns
- Approve and underwrite loans for vehicle repairs
- Refer clients to approve vendors for mechanical resolutions
- Review accounts for payment assistance
- Communicate effectively with customers, vendors, and associates through Microsoft Outlook and AMS
- Ensure proper documentation has been received and accurately completed and file
- Process payments and ensure documents has been sent to accounting
- Accurately document each account
- Work hand and hand with other departments to ensure customer satisfaction is always first.
Escalation Specialist
SITEL Worldwide Corporation
06.2020 - 02.2021
- Investigated and resolved customer inquiries and complaints quickly
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
- Maintained up-to-date knowledge of product and service changes
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%
- Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings 100%.
Team Manager
Credit Control LLC
02.2018 - 03.2020
- Ensured pools and queues were built for team
- Dialing strategies daily
- Conducted daily route audits
- Reviewed voice tracks and provided coaching feedback
- Weekly team meetings
- Led employee relations through effective communication, coaching, training and development
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs
- Met with clients to maintain communication to enhance teams' execution on new products
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
Debt Collection Specialist
Regional Adjustment Bureau
01.2017 - 02.2018
- Self motivated
- Reliable negotiation expert
- Contact customers to secure payment arrangements
- Skip Tracing
- Hitting recovery goals
- Problem Solving skills
- Demonstrable communication skills
- Developed rapport with clients and vendors to cultivate loyalty and satisfaction
- Processed payment via telephone and in person with focus on accuracy and efficiency
- Handled account payments and provided information regarding outstanding balances
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Operations Manager
Conduit Global
09.2014 - 07.2015
- Managed plans, organized and evaluated staff and activities of Verizon Wireless
- Managed multiple supervisors to ensure efficient and compliant operational performance
- Ensured department financial and productivity goals are met
- Analyzed metric (KPI's) and reports to identify trends and anomalies to ensure optimal performance
- Maintained daily workflow in order to ensure quality, quantity, and efficiency
- Assisted in development of short and long-term plans
- Provided counseling and disciplinary action, as necessary
- Conducted routine staff meetings, quarterly and annual performance evaluation
- Mentored and develops staff skills for further professional advancement
- Provided appropriated support and coverage in Directors absence
- Effectively managed over 100 high-volume inbound and outbound customer calls
- Managed high call volume with tact and professionalism.
Wireless Care Supervisor
Conduit Global
04.2014 - 09.2014
- Guided WCR behavior and motivates team members to positively impact team performance, including but not limited to quality and attendance
- Performed administrative duties including varies reports and time keeping
- Supervised 10 representatives to ensure smooth activity of call center floor
- Developed team communications and information for weekly meetings
- Initiated operations improvements to improve overall call center productivity
- Oversaw call center employees to ensure customer satisfaction goals were consistently met
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Operations Supervisor
Durham School Services
04.2011 - 03.2014
- Monitored and maintained high level of on-time delivery reliability service and performance
- Motivated and trained 300 employees to maximize team productivity
- Supervised increased drivers workforce
- Performed operations activities with Safety Training Manager/General Manager.
Safety Training Recruiter
Durham School Services
09.2010 - 04.2011
- Recruited potential school bus drivers and monitors
- Screened 25-50 applications for employment daily
- Completed pre-employment background and motor vehicle reports
- Administered ESI testing and results for qualified driver
- Requested new hire employee identification numbers
- Completed paperwork for drug testing and physicals, and assign each trainee with behind wheel trainer
- Assisted diversity recruiter in complying with all corporate policies.
Education
Bachelor of Science - Organizational Leadership
Union University
Jackson, TN12.2023
Skills
- Willing to Learn
- Decision Making
- Organizational Skills
- Customer Service
- Time management abilities
- Payment Collection
- Verbal and written communication
- Conflict Resolution
- Staff Recruitment and Hiring
- Team Building Leadership
Affiliations
- A member of The New Olivet Worship Center for 26 years.
- A member of the Women in Leadership at Bioventus
Timeline
Patient Financial Services Manager
Bioventus LLC
07.2022 - Current
Patient Collections Supervisor
Bioventus LLC
10.2021 - 07.2022
Liaison Specialist
American Financial Services
03.2021 - 08.2021
Escalation Specialist
SITEL Worldwide Corporation
06.2020 - 02.2021
Team Manager
Credit Control LLC
02.2018 - 03.2020
Debt Collection Specialist
Regional Adjustment Bureau
01.2017 - 02.2018
Patient Collections Supervisor
Bioventus LLC
10.2015 - 01.2017
Operations Manager
Conduit Global
09.2014 - 07.2015
Wireless Care Supervisor
Conduit Global
04.2014 - 09.2014
Operations Supervisor
Durham School Services
04.2011 - 03.2014
Safety Training Recruiter
Durham School Services
09.2010 - 04.2011
Bachelor of Science - Organizational Leadership
Union University
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