Timothea Clemmer
South Bend,,IN
Summary
Customer Operations and Healthcare Management professional with 15+ years of experience leading high-performing teams across customer service, e-commerce, and healthcare wellness environments. MBA-prepared with proven success in team leadership, process improvement, client engagement, and revenue growth. Experienced in supervising teams of up to 20 associates, implementing new programs, improving operational efficiency, and delivering exceptional customer and patient experiences.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Small Business Administration (SBA)
Location Specific As Assigned
03.2025 - Current
- Support disaster survivors by completing electronic home and business loan applications and explaining loan closing documentation.
- Provide clear guidance on disaster loan programs while responding to customer financial inquiries with empathy and professionalism.
- Accurately enter and maintain borrower data across databases, email, spreadsheets, and loan systems.
- Assist borrowers through the loan closing process, ensuring understanding of requirements and next steps.
- Deliver timely, high-quality customer service in a fast-paced, high-volume environment.
Account Coordinator
Goshen Health – Get Fit Get Healthy
Elkhart, IN
08.2021 - 09.2023
- Coordinated and delivered worksite wellness programs focused on preventive healthcare, population health, and workplace safety.
- Conducted biometric screenings and point-of-care testing (COVID-19, influenza A&B, RSV, strep), including venipuncture and capillary blood collection.
- Increased client engagement and participation through outreach efforts, contributing to improved program revenue.
- Managed accurate patient data entry, billing processes, and payment collection while maintaining compliance standards.
- Resolved client concerns and escalations while building strong relationships with participants and organizational partners.
- Partnered with leadership to design and implement a new drug testing program, including training and onboarding responsibilities.
- Supported administrative and clerical operations to ensure efficient daily workflow.
Customer Care Omnichannel Supervisor
MSC Industrial Supply
Elkhart, IN
03.2020 - 07.2021
- Led daily operations for a team of 15–20 associates across multiple service channels, driving performance, engagement, and customer satisfaction.
- Coached and developed associates to exceed performance goals while fostering a positive, high-accountability culture.
- Partnered with Human Resources on recruiting, onboarding, performance management, and associate development.
- Resolved escalated customer issues, identified service gaps, and implemented improvements to enhance customer experience.
- Recommended and led process improvement initiatives to increase efficiency, productivity, and revenue growth.
- Served as liaison between Customer Care and Branch teams to promote collaboration and operational alignment.
- Conducted team meetings and engagement initiatives based on associate feedback and survey results.
- Traveled to other contact center locations to support training and special initiatives.
E-Commerce Customer Care Supervisor
MSC Industrial Supply
Elkhart, IN
04.2007 - 02.2020
- Supervised and supported a team of 13 e-commerce customer care associates, including remote staff, ensuring consistent service standards.
- Drove revenue generation through account penetration strategies and reduction of credits/returns via EDI automation processes.
- Mentored and trained new associates, contributing to strong onboarding outcomes and long-term retention.
- Partnered with Human Resources on interviewing, hiring recommendations, and ongoing career development.
- Built cross-functional relationships to improve workflows and implement process enhancements.
- Completed performance reviews and provided coaching to support professional growth and accountability.
- Produced ad hoc productivity and performance reports for management to support operational decisions.
- Traveled to additional contact center locations to deliver training and operational support.
Education
Master of Business Administration - Healthcare Management
Western Governors University
Bachelor of Arts - Economics
Wright State University
Skills
- Team Leadership & Coaching
- Customer Operations
- Healthcare Program Coordination
- Process Improvement
- Revenue Growth Initiatives
- Training & Onboarding
- Performance Management
- Client Relationship Management
- Conflict Resolution
- Community Outreach
- Data Entry & Reporting
- Microsoft Office
- CRM & Database Systems
Timeline
Customer Service Representative
Small Business Administration (SBA)
03.2025 - Current
Account Coordinator
Goshen Health – Get Fit Get Healthy
08.2021 - 09.2023
Customer Care Omnichannel Supervisor
MSC Industrial Supply
03.2020 - 07.2021
E-Commerce Customer Care Supervisor
MSC Industrial Supply
04.2007 - 02.2020
Bachelor of Arts - Economics
Wright State University
Master of Business Administration - Healthcare Management
Western Governors University