WENDY LOCKE
Wyoming,Michigan
Summary
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
29
29
years of professional experience
Work History
President of Sales
The Golf Firm
01.2018 - Current
- Developed and executed strategic sales plans to drive revenue growth
- Collaborated with marketing teams to create impactful promotional materials and campaigns
- Monitored industry news for relevant updates affecting company products or services
- Ensured customer satisfaction by promptly addressing issues or concerns that arose during sales process
- Implemented effective sales training programs for employees at all levels
- Fostered relationships with key clients, partners, and industry influencers.
Business System Analyst II
Priority Health
01.2013 - 01.2018
- Provided advanced support of existing and new implementations, including troubleshooting, upgrade testing and documentation
- Devised or modified procedures to solve business problems considering computer systems capabilities and desired results
- Analyzed business and technical requirements to identify data needs and sources
- Troubleshot issues within existing systems, working alongside IT professionals to develop resolutions
- Presented findings from analysis efforts to senior management in both written reports and oral presentations
- Monitored project timelines, budgets, and resource allocation to keep initiatives on track
- Collaborated with IT teams to design and implement new software solutions
- Performed user acceptance testing to ensure functionality met specifications
- Liaised with internal customers, support team and vendors in problem-solving, testing and implementations
- Participated in cross-functional teams focused on addressing complex organizational challenges
- Analyzed business processes and identified areas for improvement.
Team Leader Customer Service and Provider Service
Priority Health
01.2011 - 01.2013
- Coached new employees for improvement
- Contributed to successful quality control initiatives and implemented new strategies to improve employee work
- Monitored team operations and workflow during busy periods, making adjustments to improve pace
- Organized schedules and daily assignments for team, leveraging individual knowledge, and strengths to maximize team success
- Supervised teams and individuals, giving feedback on performance and setting goals for improvement
- Fostered positive work environment to encourage productivity
- Ensured all team members adhered to company policies and procedures
- Assisted in recruitment efforts by interviewing potential candidates
- Reviewed staff electronic and paper documentation for quality, timeliness and consistency
- Collaborated with other team leaders to achieve company goals.
Provider Resolution Specialist
Priority Health
01.2006 - 01.2010
- Resolved provider concerns by researching and analyzing relevant information in timely manner
- Participated in process improvement projects aimed at streamlining workflow for provider services representatives
- Assisted healthcare providers with inquiries related to member eligibility, benefits, and claims processing
- Educated providers on company policies, procedures, and systems through training sessions or webinars
- Assisted in development of materials for provider orientation sessions, including presentations and handouts
- Prepared reports detailing trends or recurring issues identified in interactions with healthcare providers
- Handled escalated issues from providers requiring additional research or intervention from higher-level staff
- Coordinated site visits for potential new healthcare providers interested in joining network
- Resolved customers' service or billing complaints
- Contacted customers to respond to inquiries or notify of claim investigation results or adjustments.
Team Leader Quality Service Cordinator
Priority Health
01.2004 - 01.2006
- Coached new employees struggling with specific tasks
- Supervised teams and individuals, giving feedback on performance and setting goals for improvement
- Contributed to successful quality control initiatives and implemented new strategies to improve employee work
- Monitored team operations and workflow during busy periods, making adjustments to improve pace
- Organized schedules and daily assignments for team, leveraging individual knowledge, and strengths to maximize team success
- Coordinated with other departments to streamline processes
- Fostered positive work environment to encourage productivity
- Resolved conflicts between team members professionally and efficiently
- Created and distributed monthly and annual reports to management regarding team performance
- Developed strong communication channels within team
- Set clear expectations for team members regarding their responsibilities
- Provided regular feedback to team members on their performance.
Compliance Officer
Priority Health
01.2003 - 12.2003
- Developed and implemented control policies to mitigate risks while enhancing compliance with regulatory agencies
- Compiled data from internal sources to identify areas of weakness requiring immediate compliance remediation
- Organized and led compliance meetings with management staff and stakeholders to discuss emerging risks
- Tracked employee completion of mandatory compliance training programs
- Developed and implemented compliance policies and procedures for organizations
- Reviewed corporate policies and initiated new processes to improve objectives
- Executed regulatory remediation and audit remediation deliverables
- Oversaw employee training on compliance strategies.
Team Lead Conversion Project
Priority Health
01.2001 - 01.2003
- Maintained accurate records of completed tasks and projects
- Collaborated with other team leaders to achieve company goals
- Reported on team performance to upper management regularly
- Helped mitigate and resolve issues by analyzing situation and implementing appropriate solutions
- Managed team members and delegated tasks effectively
- Developed strong communication channels within team
- Facilitated regular meetings to discuss progress, challenges, and solutions
- Coordinated with other departments to streamline processes
- Conducted performance evaluations for team members
- Coached new employees struggling with specific tasks.
Quality Resolution Cordinator
Priority Health
01.1999 - 01.2001
- Resolved customer complaints and concerns promptly and professionally
- Trained new team members on company protocols and best practices for handling disputes
- Developed strong relationships with clients by providing empathetic support during challenging situations
- Ensured compliance with all relevant regulations during resolution process
- Communicated effectively with customers through various channels, including phone, email, and live chat
- Conducted thorough investigations into each case, gathering necessary evidence and information
- Participated in regular meetings with management to discuss performance metrics and goals
- Managed high volume of cases while maintaining strict adherence to deadlines and quality standards
- Conducted root cause analysis to identify trends and areas for improvement
- Monitored customer satisfaction levels and provided feedback for process improvements
- Maintained accurate documentation of customer interactions in CRM systems.
Customer Service Representative Team Lead
Priority Health
01.1996 - 01.1999
- Coordinated daily department workflow to maximize customer service team productivity
- Mentored team members to apply quality customer service techniques and foster satisfaction
- Drove customer satisfaction with swift and successful handling of escalated complaints
- Facilitated ongoing training sessions to keep staff updated on product knowledge and industry trends
- Collaborated with other departments to improve overall customer satisfaction
- Addressed employee concerns and provided constructive feedback for improvement
- Created weekly schedules for customer service team
- Planned schedules and monitored employee attendance to meet shift coverage goals
- Analyzed customer feedback data to identify areas needing improvement
- Managed and oversaw team of customer service representatives
- Reported customer service performance metrics and other KPIs to senior management and suggested improvement strategies
- Streamlined communication processes within department to optimize workflow
- Resolved escalated customer issues in timely and effective manner
- Improved customer service standards with proactive assessments of staff performance and constructive feedback
- Updated operational procedures as needed based on company changes or evolving customer needs
- Monitored call center metrics to ensure optimal productivity and efficiency
- Provided support during high volume periods or when staff was short-handed.
Education
Business -
Grand Valley University
Allendale, MI01.1995
Criminal Justice
Grand Rapids Junior College
Grand Rapids, MI09.1985
Diploma - Criminal Justice
Wyoming Park
Wyoming, MI05.1985
Skills
- Lead A Team
- Staff Collaboration
- Advanced Interpersonal Skills
- Commitment To Quality And Service
- Business Development
- Relationship/Team Building
Timeline
President of Sales
The Golf Firm
01.2018 - Current
Business System Analyst II
Priority Health
01.2013 - 01.2018
Team Leader Customer Service and Provider Service
Priority Health
01.2011 - 01.2013
Provider Resolution Specialist
Priority Health
01.2006 - 01.2010
Team Leader Quality Service Cordinator
Priority Health
01.2004 - 01.2006
Compliance Officer
Priority Health
01.2003 - 12.2003
Team Lead Conversion Project
Priority Health
01.2001 - 01.2003
Quality Resolution Cordinator
Priority Health
01.1999 - 01.2001
Customer Service Representative Team Lead
Priority Health
01.1996 - 01.1999
Business -
Grand Valley University
Criminal Justice
Grand Rapids Junior College
Diploma - Criminal Justice
Wyoming Park
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