Experience

ListenClear

• United States
• Medical Device
• 1 - 100 Employee

• Customer Service Team Lead

  • Feb 2016 - Present

  High volume call center; analyze customer needs; manage complex order system including accessories and new productsvia Salesforce; establish reliable rapport with customer and co-workers to address complex concerns; demonstrate ability toperform at a high level on rating matrix; assumed level of leadership of newer employees; training.Create and maintain complex Matrix criteria;guided feedback and training for CSR; created and maintained scheduling;manage all escalated customer service issues in timely manner; sustain database of accessory sales and authorized allorders; Serve as a liaison between warehouse and company to determine best practices and solve complex issues issues. Show less

• Customer Service Team Lead

  • Feb 2016 - Dec 2021



IMS Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Data Entry

  • Aug 2014 - Present

  ● Load and clean claims data in any format via excel ● Validate claims ● Calculate rebate amount ● Work from home; all jobs completed prior to due dates ● Main point of contact for team of 15; directly managed team of 5 ● Load and clean claims data in any format via excel ● Validate claims ● Calculate rebate amount ● Work from home; all jobs completed prior to due dates ● Main point of contact for team of 15; directly managed team of 5



Enterprise Rent-A-Car

• United States
• Real Estate

• Account specialist

  • Sep 1999 - Feb 2014

  ● Facilitated largest referral source in Pennsylvania, New Jersey and Delaware ● Addressed customer inquiries; integrated and delivered information; proposed suggestions ● Investigated and negotiated conflicts ● Senior employee; trained, supervised, managed coworkers. ● Establish workflow to maintain accurate records to referral's specifications ● Implemented new business software ● Increased business to over 5,000 rentals a month ● Maintain detailed documentation to be proactive in problem solution ● Validated severity and increased profitability ● Performed over 95% on audits over a 12 month period Show less