Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic
Uylesses Wade

Uylesses Wade

Tempe,AZ

Summary

Results-driven leader with over 15 years in managing customer support operations and building high-performance teams. Recognized for a proven record in optimizing workflows, boosting customer satisfaction, and implementing innovative solutions to increase operational efficiency. Skilled in training and mentoring staff, leveraging data analytics to uncover trends, and fostering a collaborative team environment. Experienced in developing support programs aligned with organizational objectives and maintaining compliance with industry standards. Strong communicator with the ability to engage effectively with stakeholders at all levels. Dedicated to continuous improvement and delivering top-tier service in dynamic, fast-paced settings.

Overview

20
20
years of professional experience

Work History

Support Services Team Lead

Labcorp
01.2020 - Current
  • Act as a bridge between Customer Service Representatives (CSRs), Management, and other various departments
  • Led and supported a team of 100+ Customer Service Representatives (CSRs), overseeing daily operations and ensuring high-quality service standards across all interactions
  • Enhanced team performance through personalized coaching, regular quality monitoring, and the development of tailored training programs, leading to improved resolution rates and reduced escalations
  • Enhanced training and support processes, significantly improving first-contact resolution and overall customer satisfaction
  • Collaborated with cross-functional teams to refine processes, resulting in more efficient workflows and improved service delivery
  • Aided in the design and implementation of new tools and technologies, optimizing task management and boosting overall team productivity
  • Developed and enforced clear operational policies and procedures, improving team adherence to best practices and enhancing service consistency
  • Fostered an environment of continuous improvement through ongoing feedback, regular performance evaluations, and consistent focus on employee growth and development
  • Played a key role in modernizing the Quality Monitoring (QM) process, including redefining QM definitions and criteria, leading to more accurate assessments and improved service quality
  • Acted as the primary escalation point for complex customer issues, cultivating strong client relationships and ensuring timely, effective resolutions
  • Supported the Compliance Department in ensuring adherence to industry regulations and internal standards, facilitating audits and assisting in risk mitigation strategies
  • Assisted with the management of sensitive medical records, ensuring accurate data handling and compliance with privacy laws and regulations
  • 2022 Chairman's Award Winner

Post-Sales Customer Service Rep

Carvana
12.2019 - 01.2020
  • Act as the primary point of contact for post-sale customer support, ensuring a seamless transition from purchase to ownership
  • Build and maintain customer relationships, providing dedicated support and advocating for customer needs
  • Assist with title transfers, warranty details, license plates, and DMV paperwork to streamline the registration process
  • Handle inbound/outbound calls with customers and vendors, clarifying processes and addressing inquiries
  • Clearly explain financing terms and conditions, helping customers fully understand their agreements
  • Resolve post-delivery issues, such as repairs and warranty claims, working with relevant departments for effective solutions
  • Collaborate with cross-functional teams (e.g., Financial Operations, Registration, Warehouse) to enhance the customer experience

Customer Service Team Lead - Medicare Operations

Centene Corp
02.2018 - 10.2019
  • Acted as a liaison between Service Representatives, management, and cross-functional departments, ensuring smooth communication and issue resolution
  • Led a team of 200+ Customer Service Representatives (CSRs), overseeing daily operations and ensuring high-quality service standards across all interactions
  • Resolved complex claims matters in collaboration with health plan and corporate departments, ensuring timely and accurate solutions for members
  • Coordinated day-to-day team operations, acting as the 'go-to' person for troubleshooting and resolving escalated issues
  • Led system configuration change requests to address claims processing issues, reviewing and testing results to ensure process accuracy
  • Conducted regular audits to ensure compliance with health plan guidelines and federal regulations
  • Assisted the Claims Department in adjudication by providing critical demographic, service confirmation, and provider details to ensure accurate claim resolutions
  • Worked closely with the Appeals & Grievances Department to address and resolve escalated member complaints, ensuring compliance with CMS (Centers for Medicare and Medicaid Services) guidelines
  • Responded to complex member and provider inquiries about claims, eligibility, benefits, and authorization, providing clear and accurate information
  • Educated members and providers about health plan initiatives, claims procedures, and billing best practices, promoting better understanding and reducing future inquiries
  • Owned the resolution process, providing first-call resolution by working with internal and external teams to close inquiries in a timely manner
  • Documented all activities for quality tracking and metrics reporting
  • Identified trends in member and provider inquiries, proactively addressing recurring issues and providing feedback to management to improve processes
  • Collaborated on cross-functional projects, maintaining high performance and quality standards in line with established call center metrics

Member Advocate I - Medicare Operations

Centene Corp
11.2017 - 02.2018
  • Served as a liaison between members, health plans, and providers to ensure seamless access to care and address any barriers affecting members' health services
  • Managed and resolved member complaints and formal grievances, identifying and eliminating access barriers in accordance with grievance procedures
  • Investigated and resolved issues related to access and cultural sensitivity, collaborating with Member Services, State staff, and advocacy organizations
  • Engaged with local community organizations to gain insights into members' healthcare needs, updating and refining educational materials to better support them
  • Acted as the primary contact for member advocacy groups, human services agencies, and state entities, ensuring a coordinated approach to member care
  • Maintained strict confidentiality in all interactions, adhering to HIPAA guidelines to protect member privacy and data
  • Promoted to Customer Service Team Lead

Education

High School -

Washington Prep High School
Los Angeles, CA

Some College (No Degree) -

San Diego State University
San Diego, CA

Skills

  • Process improvement
  • Training and mentoring
  • Inter-department collaboration
  • Developing training materials
  • Monitoring quality
  • Analytical skills
  • Problem-solving skills
  • Root cause analysis
  • Autonomous problem-solving
  • Adaptability
  • Managing employee training
  • Team assembly
  • Special projects
  • Microsoft Office
  • Organizational skills
  • Attention to detail
  • Written and Verbal communication
  • Claim resolutions
  • Customer interactions
  • Client management
  • Team management
  • Independent work
  • Teamwork
  • Customer Relations
  • Cross-functional coordination
  • Staff Development

Accomplishments

  • Received the 2022 Chairman's Award in recognition of exceptional contributions to customer service and operational excellence.
  • Instrumental in modernizing the quality monitoring process and overhauling quality definitions, enhancing the effectiveness and consistency of service assessments.
  • Created, staffed, and managed the Medicare Escalations Team, resulting in improved resolution times and a positive impact on customer satisfaction.
  • Trained over 500 employees throughout career, with numerous mentees promoted or reaching their professional growth goals within the company.
  • Nominated for multiple Service Awards by peers for exceptional support, training delivery, and mentoring, demonstrating dedication to team development and service excellence.

References

Available upon request.

Timeline

Support Services Team Lead

Labcorp
01.2020 - Current

Post-Sales Customer Service Rep

Carvana
12.2019 - 01.2020

Customer Service Team Lead - Medicare Operations

Centene Corp
02.2018 - 10.2019

Member Advocate I - Medicare Operations

Centene Corp
11.2017 - 02.2018

High School -

Washington Prep High School

Some College (No Degree) -

San Diego State University

Similar Profiles

CREATE PROFILE
Uylesses Wade