Summary
Overview
Work History
Skills
Timeline
Education
Theresa Lusania

Theresa Lusania

Mesa,AZ

Summary

Resourceful Specialist offering expertise in problem-solving, data analysis and customer Relations. Adept at quickly learning new technologies and processes for driving success. Top-notch Communicator with a proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

8
8
years of professional experience

Work History

Client Operations Specialist

Tivity Health Inc.
10.2018 - 04.2023
  • Managed diverse portfolio of healthcare clients, ensuring optimal results by tailoring strategies to individual needs.
  • Managed yearly Health plan product changes and collaborated with cross-functional teams to develop comprehensive plans for account management and service delivery.
  • Scheduled, led and supported implementation meetings with clients and internal team as needed..
  • Developed strong client relationships through consistent communication and attentive service.
  • Maintained current understanding of Market conditions, compliance standards and best practices.
  • Providing training and support to new Specialists, improving team efficiency and skill levels.
  • Improved client satisfaction by proactively addressing operational issues and implementing effective solutions.

Facilities Coordinator & Reception

Tivity Health Inc.
10.2017 - 10.2018
  • Served as point of contact for internal and external customers seeking support and information.
  • Scheduled, coordinated and oversaw facility-related tasks and activities.
  • Improved facility efficiency by implementing preventive maintenance programs and coordinating with vendors for timely repairs.
  • Prepared detailed purchase requisitions and documentation for approval by senior management, expediting procurement process.
  • Managed badge access and security, improving tracking of personnel movement within facility.

Escalation Specialist

Tivity Health Inc. Previously Healthways
04.2015 - 10.2017
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
  • Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
  • Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
  • Kept abreast of industry trends and best practices in escalation management through continuous professional development opportunities and compliance training.

Skills

  • Resource Allocation
  • Strategic Planning
  • Client Relations
  • Logistics Coordinator
  • Operations Management
  • Cross-functional collaboration
  • Effective Communication
  • Root Cause Analysis
  • Crisis Management
  • Client relationship management
  • Organization and Time Management
  • Analytical and Critical Thinking

Timeline

Client Operations Specialist - Tivity Health Inc.
10.2018 - 04.2023
Facilities Coordinator & Reception - Tivity Health Inc.
10.2017 - 10.2018
Escalation Specialist - Tivity Health Inc. Previously Healthways
04.2015 - 10.2017
Maricopa Community Colleges - South Mountain Community College - GED,

Education

GED -

Maricopa Community Colleges - South Mountain Community College, Phoenix, AZ
09.1992

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Theresa Lusania