Brendan Grant Email & Phone Number

Atlanta, Georgia, United States

Responsible for leading Patient Financial Care support teams, identifying and documenting processes and procedures, reporting metrics to stakeholders.

I created staffing and scaling plans for a brand-new Support team, managed a team of Representatives to provide top-tier support, and work cross-functionally to create new workflows and solve pain points. I also assisted with escalating cases and provided customer troubleshooting sessions. I developed KPIs and Service Level Agreements for all customers and.

Greater Atlanta Area

Responsible for implementing strategies to improve customer experiences when they contact Customer Support. Coach and Guide the Customer Advocates team to improve in effectiveness. Manage and analyze support case reasoning and data to drive feedback. Lead Legacy Patientco team through the acquisition by Waystar, serving as functional lead for all Customer.

Alpharetta, Georgia

Train new hire agents on proprietary systems. Help establish new collateral for training classes. Create agendas and talking points to insure consistency among trainers. Create monthly morale building events for the entire department. When not training a class act as a leader on the production floor, answering agent questions and providing ad hoc feedback.

Greater Atlanta Area

Develop and prepare content specific training, manage a classroom of 10-20 participants. support clients both internal and external using various methods, evaluate and seek feedback on trainings given to seek areas for improvement, respond to end user questions via phone calls, emails and online forum, moderate online help forum.

South Portland, Maine

Supervise up to 40 customer service representatives in taking non emergency transportation reservations, assist in training new employees and coaching current employees, write intra-office memos and communications, use various Microsoft Office programs for reporting and tracking purposes, perform weekly quality assurance listenings, and handle escalated.

Oakland, Maine

Answered customer questions about products and services, right fit customers to ensure quality service, practiced de-escalating frustrated customers, used proprietary software and systems, and met and exceeded call handling goals.

Supervised up to 8 partners in store, provides legendary customer service, produced consistent quality food and beverages to standards, followed documented procedures for handling cash and making daily deposits, performed monthly food safety and sanitation audits, served as Learning Coach assisting with training and developing new partners, performed.

Supervised up to 40 cashiers on various shifts, assisted with training new employees, provided excellent customer service, scheduled breaks and coverage in other departments to correlate with work flow, followed cash handling and management policies, performed back up assistance on a cash register when necessary, and resolved customer issues.

Bachelor'S Degree, Health Services/Allied Health/Health Sciences, General

Certificate, Culinary Arts/Chef Training

Studied kitchen management, acting as sous chef in a training kitchen, with intensive front of the house training.

Diploma, High School/Secondary Diplomas And Certificates

Participated in drama, music, and journalism