Tabatha Sweet

• Strategic planning and execution of operational processes resulting in customer satisfaction
• Negotiated and secured contracts with key clients increasing company revenue
• Established a comprehensive training program for field staff, enhancing team skills, productivity and employee retention
• Spearheaded large acquisition merging field operations, customers and assets
• Created and directed the development and launch of customer Quarterly Business Reviews
• Led a cross functional team resulting in better customer outcomes and employee retention

• Oversee Customer Service and Dispatch Team
• Ensured billing for SAAS and Third-Party accounts was accurate and timely
• Created training manuals and agendas to ensure streamlined operations
• Helped revised company handbook to ensure company and employee and clear guidelines
• Oversee Customer Service Technicians in the field operations
• Fleet Management
• Inventory Management
• Schedules for all company hourly employees

• Full Oversite of all company Call Centers, Dispatch Centers and Customer Relations department
• Ensured billing for Network and Third-Party customers was accurate and timely
• Help manage high profile or “at risk” accounts to ensure that company retained business
• Created Customer Relations department who researched, calmed, and rapidly resolved client conflict to prevent loss of key accounts
• Combined company call centers to two centralized locations
• Integral part in helping with implementation of new billing software; created processes for how to utilize system from operations and Customer Service standpoint
• Created training agendas and manuals to ensure that all staff is trained the same

Full oversite of Call center, Dispatch Center, Customer Relations department

• Assisted in the managing of the company database and verified, edited, and modified account and product information as needed
• Onboarding of new accounts- meet with all new accounts to learn their individual modes of operation and introduce them to DME modes of operation to work together as partners to provide excellent patient care
• Lead the switch out process for all new patients changing vendors to and from DME company with other vendors
• Co-chair of Performance Improvement Committee
• Discussed, implemented, and overseen various projects that enhanced efficiency and quality as a durable medical equipment company
• Combined company call centers to one centralized location
• Spearheaded creation and implementation dispatch center and customer relations team
• Leader in bringing new acquisitions, trained drivers on technology and policies and trained managers on data entry, inventory management, billing systems as well as dispatch and dashboard management
• Support person for new management