Tristan Gaddy
Charlotte,NC
Summary
Accomplished professional with over a decade of experience in customer service management, financial systems leadership, and CNC laser operations. Expertise in compliance, conflict resolution, and project management. Adept at leveraging technology and data analysis to drive operational efficiency, improve customer satisfaction, and enhance team performance.
Overview
21
21
years of professional experience
Work History
Customer Revenue Assistant Specialist Senior
Charlotte Water- City Of Charlotte
09.2023 - Current
- Provided excellent customer service, addressing inquiries related to billing and payment issues promptly and professionally.
- Maintained a high level of knowledge regarding industry trends and regulatory requirements impacting revenue management processes.
- Continuously analyzed internal controls surrounding the Revenue Cycle process-identifying weaknesses leading to implementation of updated protocols.
- Deliver high-quality service, addressing and resolving customer complaints efficiently.
- Communicate professionally with team members and customers to facilitate issue resolution.
- Review and verify identity documents to ensure compliance with regulations.
- Dispatching Service orders to technicians
- Process customer transactions accurately and in a timely manner.
- Enhanced financial reporting accuracy with meticulous data entry and analysis.
- Delivered excellent customer service to over 100 customer accounts, addressing billing and payment issues promptly.
- Administered financial assistance programs, leading to a 15% increase in customer satisfaction.
- Conducted routine audits of billing systems, resulting in a 10% improvement in account accuracy.
- Investigated and resolved complex customer account issues, ensuring timely and accurate resolutions.
- Enhanced financial reporting accuracy through meticulous data entry and analysis.
Enrollment Specialist
Humana
08.2024 - 04.2025
- Attended a rigorous four-week training program and consistently pass exams, demonstrating a strong understanding of Medicare and Medicaid enrollment processes.
- Earned Ethics and Compliance Certification, ensuring adherence to industry standards and regulatory requirements.
- Processed member applications with a focus on accuracy and compliance, contributing to a 10% improvement in enrollment accuracy.
- Conducted in-depth research using MARx, CRM, and CI systems to resolve member case histories and ensure accurate enrollment decisions.
- Adhered to HIPAA regulations to protect member privacy and maintain compliance with federal guidelines. Created and release letters in **EMME** to communicate enrollment decisions and updates to members.
- Managed disenrollment processes on company platforms and transmit reinstatement, disenrollment, and cancellation requests to CMS(Centers for Medicare & Medicaid Services).
- Resolved member issues, inquiries, and concerns promptly, maintaining a 100% quality rating throughout the Annual Enrollment Period (AEP).
- Utilized multiple computer applications simultaneously to manage high-volume workloads efficiently.
- Streamlined communication through CRM platforms, reducing inquiry response times by 20%.
Consumer Advisor
LEGO
08.2024 - 11.2024
- Provided exceptional customer service to LEGO consumers, leading to a significant improvement in brand loyalty.
- Collaborated with internal teams to address customer feedback, achieving a 15% increase in customer satisfaction ratings.
- Handled a high volume of inquiries across multiple channels, ensuring prompt and effective solutions.
- Leveraged CRM tools and digital platforms, I ensured prompt and effective communication, addressing and resolving customer inquiries and issues with a focus on efficiency and a fun, engaging experience
Laser Operator
Alro Steel Corporation
06.2022 - 03.2024
- Operated and programmed laser cutting machines, achieving a 95% accuracy rate in metal plate cutting.
- Managed multiple projects simultaneously, ensuring timely completion and adherence to specifications, resulting in a 20% increase in overall productivity.
- Maintained and cleaned laser cutting machines, reducing downtime by 15%.
- Improved production efficiency by optimizing cutting patterns, reducing material waste by 10%.
- Collaborated with the engineering team to develop new cutting programs, enhancing productivity and reducing cycle times by 15%.
- Documented production and maintenance activities, including recording machine settings, inventory levels, and other data as required by the company.
Customer Service Manager
Delhaize America-Food Lion
08.2004 - 07.2023
- Managed a team of 30 customer service representatives, improving team performance by 20% through training and support.
- Implemented customer service strategies that increased customer retention by 25%.
- Analyzed customer feedback, leading to a 15% improvement in service delivery.
- Resolved escalated customer issues, maintaining a 90% customer satisfaction rate.
- Monitored key performance indicators (KPIs) including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and First Contact Resolution (FCR), resulting in a 20% improvement across all metrics.
- Developed and maintained relationships with key customers, partners, and vendors to drive business growth and improve customer retention.
- Created reports and analyzed data to measure customer service and sales performance, and used insights to make data-driven decisions.
- Staying up-to-date with industry trends, best practices, and regulations to ensure the organization remains competitive.
- Managed the hiring process, including interviewing, selecting, and onboarding new employees, ensuring a smooth integration into the team.
- Developed and executed training programs for new hires, reducing time-to-productivity by 15%
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Test Administrator
Duke Energy
07.2017 - 01.2021
- Supported students with special needs by coordinating accommodations according to established guidelines.
- Kept current on industry best practices through regular professional development opportunities and research initiatives.
- Ensured accurate test results by effectively monitoring and proctoring examinations.
- Administered tests to over 15-25 candidates seeking positions as linemen or technicians, ensuring compliance with relevant regulations.
- Prepared testing materials, maintained test integrity, and ensured accurate record-keeping.
- Verified candidate identities, managed test environments, and reported incidents to ensure smooth test administration.
- Supported candidates with disabilities by providing necessary accommodations.
- Traveled to multiple Duke Energy sites to administer tests, maintaining a high standard of professionalism and reliability.
Education
High School Diploma -
West Mecklenburg Highschool
Charlotte, NC06.2004
Skills
- Planning & organizing
- Supervision, Leadership and Training
- Bank Reconciliation and Cash Management
- Coaching and Mentoring
- Call center experience
- Customer Relationship Management (CRM) Systems
- Financial Reporting & Analytics
- KPI Management (NPS, CSAT, CES, FCR)
- Laser Cutting Machine Operation & Maintenance
- Compliance & Regulatory Standards (AML, Fraud Detection)
- Project Management & Deadline Coordination
- Conflict Resolution & Dispute Management
- Enrollment Process Management (Medicare, Medicaid)
- Inventory & Quality Control Analysis
- Microsoft Office Suite (Excel, Word, PowerPoint)
Accomplishments
- Enhanced team efficiency through innovative process improvement strategies.
- Trained and mentored staff, fostering a collaborative work environment.
- Developed cost-saving initiatives that reduced operational expenses.
Timeline
Enrollment Specialist
Humana
08.2024 - 04.2025
Consumer Advisor
LEGO
08.2024 - 11.2024
Customer Revenue Assistant Specialist Senior
Charlotte Water- City Of Charlotte
09.2023 - Current
Laser Operator
Alro Steel Corporation
06.2022 - 03.2024
Test Administrator
Duke Energy
07.2017 - 01.2021
Customer Service Manager
Delhaize America-Food Lion
08.2004 - 07.2023
High School Diploma -
West Mecklenburg Highschool
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