Aubrey W. Email & Phone Number

• Built out the brand new Red and Bronze Team while ensuring the continuation and enhancementof quality customer service• Increased team efficiency by analyzing team performance data and determining what trainingopportunities and/or process improvements should be completed• Maintained weekly Excel files tracking team performance and KPIs• Leveraged strong communication skills when interacting with customers, team members, sales,internal operations teams, and upper management to build and strengthen relationships• Owned international shipping including import/export label creation, document creation,tracking/tracing, carrier communication, and billing disputes

• Ran training for both new hires and existing employees• Improved team performance by executing quality checks and communicating the results to teammembers so as to optimize processes• Monitored phone system and queue to ensure equitable distribution of work

• Mentored team members and taught them new/improved customer service protocols• Increased customer retention by resolving escalated cases including medical shipments, claims,and billing• Utilized strong communication skills when interacting with customers, team members, sales, andmanagement in order to resolve customer service issues

Dallas, Texas

• Improved the mailing list process, resulting in a decrease in turnaround time and increasedcompany revenue• Leveraged strong written and verbal communication skills when interacting with customers, teammembers, sales, and management• Maintained and resolved multiple customer cases using FreshDesk and later Salesforce

Dallas/Fort Worth Area

• Processed claims checks• Formatted, ran, and created PDF/printed mailing lists using Excel• Increased efficiency by completing various projects including billing disputes and logging claimschecks

Dallas/Fort Worth Area

• Wrote daily progress notes to Medicaid standards• Maintained confidential patient files• Coordinated my own schedule• Did my own administrative tasks including copying, filing, and scanning documents• Treated various speech/language disorders