Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Timothy Foster Jr

Phoenix,AZ

Summary

Dynamic Operations Support Lead at CoverMyMeds with proven expertise in escalation management and team leadership. Adept at enhancing productivity through effective coaching and problem-solving. Recognized for driving customer satisfaction and retention while maintaining high-volume adaptability in fast-paced environments. Committed to delivering exceptional results and fostering team collaboration.

Overview

17
17
years of professional experience

Work History

Operations Support Lead

COVERMYMEDS
Scottsdale, AZ
05.2018 - Current
  • Converted from contractor to Full Time Employee within 6 months
  • Dealt with escalated customer issues in the customer service department
  • Acted as supervisory support to the call center for escalated calls and program/system issues, and answer employee questions and provide performance feedback to employees.
  • Provided immediate coaching and counseling of call center employees in order to achieve consistent and sustained productivity levels for all metrics.

Customer Service Associate

CENLAR FSB
Phoenix, AZ
01.2018 - 04.2018
  • Researched and resolved inquiries of all levels of mortgage servicing including payments, escrow analysis, insurance, tax and default
  • Cross sold products and services with focus on customer satisfaction and retention
  • Met individual and team goals for service level agreements daily.

Internal Support Specialist

ZIPRECRUITER
Tempe, AZ
12.2016 - 11.2017
  • Maintained advanced knowledge of the evolving ZipRecruiter product.
  • Processed and triaged all support and sales inquiries / cases via SFDC.
  • Audited sales deals for proper ROE, pricing, and contractual compliance.
  • Processed plan upgrades/downgrades and various other CRUD based requests.
  • Investigated and escalated any reported site issues, bugs, and / or functionality concerns.
  • Expertly navigated the backend ADMIN system as well as Salesforce Sales/Service Cloud.
  • Ensured the proper routing of cancellations, job optimizations, and product feedback insights.

Customer Service Supervisor

PHILIDOR RX SERVICES
Phoenix, AZ
08.2014 - 03.2016
  • Assisted patients with new and existing accounts by processing prescription orders.
  • Collected vital information including demographics, insurance and credit card information.
  • Mentored new hires and helped them develop the needed skills to become a successful patient care specialist.
  • Utilized computer program to identify long calls, compliance issues and making sure agents were not misusing states.

Team Coordinator

J-CURVE TECHNOLOGIES
Tempe, AZ
09.2012 - 08.2014
  • Lead and delivered successful training courses in support of a wide range of service components, products, software applications and customer support.
  • Monitored interaction activity for assigned contracts within the department and proactively escalate items.
  • Responded to escalated customer interactions as needed including supervisor calls and case management.
  • Utilized reports to identify long calls, misuse of states and compliance issues.

F15 / F-22 Aircraft Mechanic

UNITED STATES AIR FORCE
Tyndall Air Force Base, FL
12.2008 - 03.2012
  • Recorded all maintenance performance in aircraft logbooks and completed other paperwork requirements as needed.
  • Cultivated safe and organized work area by maintaining active control over tools and equipment and always retaining FOD awareness.
  • Assisted, coached, and oversaw new employees with tasks to ensure they were completed quickly and efficiently.

Education

High School Diploma -

Romeoville High School
Romeoville
06-2006

Skills

  • High-volume and fast-paced adaptability
  • Team leadership
  • Escalation management
  • Written and verbal communication
  • Organizational and time management
  • Team collaboration and individual contribution
  • Decision-making and problem-solving
  • Workflow planning and prioritization

Languages

German
Limited

Timeline

Operations Support Lead

COVERMYMEDS
05.2018 - Current

Customer Service Associate

CENLAR FSB
01.2018 - 04.2018

Internal Support Specialist

ZIPRECRUITER
12.2016 - 11.2017

Customer Service Supervisor

PHILIDOR RX SERVICES
08.2014 - 03.2016

Team Coordinator

J-CURVE TECHNOLOGIES
09.2012 - 08.2014

F15 / F-22 Aircraft Mechanic

UNITED STATES AIR FORCE
12.2008 - 03.2012

High School Diploma -

Romeoville High School

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