Trevor Leitch
Philadelphia,USA
Summary
Referral Coordinator with 37 years of experience in the expert witness referral industry. Skilled in enhancing administrative processes and optimizing client referrals in dynamic settings. Demonstrated success in resolving client issues and achieving high satisfaction rates. Strong communication skills with a track record of exceeding performance targets.
Overview
36
36
years of professional experience
Work History
Associate Manager
The TASA Group, Inc
Trooper, PA
08.1988 - 11.2024
- Consulted with office staff to facilitate referral processing
- Maintained large database of provider services for referral and coordinator activities
- Coordinated with Regional Manager and clients to determine the best services and resources
- Adhered to strict requirements regarding data confidentiality and integrity to avoid information breaches
- Met bookkeeping needs by tracking aging balances, pursue collections and sending statements
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
- Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers
- Implemented new strategies to improve the overall customer experience, resulting in an XX% increase in customer satisfaction ratings
- Developed strong relationships with key clients through regular communication and personalized support
- Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue
- Utilized CRM software to accurately document interactions with customers and track issue resolution progress
- Identified opportunities for process improvement within the customer service department and implemented effective solutions that resulted in XX% reduction in average handling time per call/email/chat
- Recognized as top performer within the team for consistently achieving high levels of customer satisfaction scores above XX%
Education
Bachelor of Science - Sociology
Lincoln University
Lincoln, PA06.1988
Skills
- Effective oral communication
- Professional phone etiquette
- Medical office administration
- Conflict resolution techniques
- Leadership abilities
- Case management expertise
- Strong organizational skills
- Communication effectiveness
- Customer relationship management
- Prioritization of tasks
- Advanced Microsoft Excel skills (10 years)
- Proficient in Microsoft Outlook and Office 365 Co-Pilot (10 years)
- Research skills
- Proficient written communication
- Time management proficiency
- Expertise in OneDrive (10 years)
- Administrative support experience
- Data entry accuracy
- Experience supervising teams
- Exemplary customer service skills
- Recruiting expertise
References
References available upon request.
Timeline
Associate Manager
The TASA Group, Inc
08.1988 - 11.2024
Bachelor of Science - Sociology
Lincoln University
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