•Contributed to the development and growth of Cashback Rewards Program, working with keyvendors and service providers to deliver relevant content, value, and services.•Provided omnichannel support to loyalty program members, answering inquiries, resolving issues,and addressing member concerns related to the loyalty program.•Educated members about the features, benefits, and rules of the loyalty program providingaccurate and up-to-date information about program tiers, rewards, redemption processes, and anycommunicated updates or changes.•Investigated and resolved member complaints, problems, or disputes related to the loyaltyprogram. This involved collaborating with internal teams, to address member needs, improveprocesses, and enhance the overall member experience.•Prioritized member issues by severity and impact, sharing insights and providing input for programenhancements to cross-functional projects.•Collected member feedback and insights to improve the loyalty program and drive best-in-classenhancements.•Ensured consistent and high-quality customer service by adhering to established servicestandards, protocols, and best practices.•Contributed to the continuous improvement of Knowledge Base Articles through ongoingknowledge capture and maintenance - ensuring customers and team members have access toaccurate and reliable information.

•Supported the Quality Management Program by performing quality related evaluations and RQI(knowledge base article) assessments, randomly selected from all support facing activity, acrossall contact channels.•Provided accurate and timely data entry of company-wide quality metrics, error rates,performance trends, as well as team and individual evaluation averages within the allocatedreporting.•Suggested formalized coaching requests to leadership in relation to observed qualityperformance trends, behaviors, communication skills, and customer engagement.•Lead Quality Calibration Sessions with the Support Teams; aligning them with SLA and qualitybenchmarks and fostering engagement to successfully identify development opportunities andshare best practices.•Supported the Quality Incentive & Recognition Program to improve customer and employeesatisfaction and the bond between Quality Assurance and the business units supported byidentifying individual contributors for incentive opportunities and recognition.•Documented observed performance trends, behavioral concerns, and training needs to beincluded within the Monthly Program Review with CX Leadership.•Developed skills within quality metrics and contact channel monitoring to enhance currentreporting and provides suggestions on new tools to implement in order to improve our monitoringcapabilities.

•Demonstrated in-depth knowledge of the company's products, services, and technical systems,staying updated on product features, updates, and industry trends to effectively assist customerswith technical inquiries and issues.•Handled escalated technical issues that required advanced troubleshooting and expertise beyondTier I-level support. This involved investigating and diagnosing complex problems reported bycustomers, identifying the root cause, providing appropriate solutions or workarounds, andcurating in-depth Excel reporting with integrated data.•Provided omnichannel support to customers, actively listening to customers, understanding theirtechnical concerns, and guiding them through troubleshooting steps or providing detailedinstructions.•Collaborating with Tier I support agents, supervisors, and other teams to manage escalatedcustomer issues by effectively communicating the nature of the problem, sharing relevantinformation, and ensuring a smooth close-loop process with the appropriate team or individual.•Maintained accurate and up-to-date documentation of troubleshooting steps, known issues, andresolutions. This involved contributing to the knowledge base, sharing insights, and suggestingimprovements to enhance the efficiency of technical support processes.•Gathered customer feedback, identifying recurring issues or pain points, and providing insights torelevant teams for process improvements and product enhancements.•Assisting in the training and development of Tier I support agents by sharing technical knowledge,providing guidance on complex issues, and conducting training sessions and workshops.

•Provided omnichannel support to customers, actively listening to customers, understanding their technical concerns, and guiding them through troubleshooting steps or providing detailed instructions.•Demonstrated extensive knowledge of the fleet management industry and expertise in leveraging telematics to drive success in various vertical markets.•Established myself as a subject matter expert in Electronic Logging Device (ELD) and Hours of Service (HOS) regulations, providing valuable insights and guidance to stakeholders.•Played a vital role as a key member of the Escalation Team, consistently meeting company guidelines and delivering timely resolutions for escalated tickets.

•Initiated outbound calls and handled inbound calls from consumers, effectively assessing each situation to determine appropriate resolutions and payment arrangements for outstanding account balances.•Demonstrated exceptional negotiation skills to skillfully negotiate repayment terms that mutually benefit the consumer, client, and company, fostering positive outcomes and maintaining strong business relationships.•Successfully managed delicate situations and handled sensitive customer inquiries or concerns with empathy and professionalism, preserving customer relationships while addressing outstanding debts.•Maintained accurate and detailed documentation of collection activities, ensuring proper record-keeping and adherence to legal and regulatory requirements.•Ensured strict compliance with healthcare regulations and legal requirements, including the Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), and HIPAA.•Developed and maintained a deep understanding of regulatory guidelines to ensure compliance in all collection activities.•Trained collections staff on effective collections techniques, negotiation skills, and strategies for managing delinquent accounts including how to handle difficult conversations, overcome objections, and navigate legal and ethical considerations in the collections process.

•Oversaw a team of 40 healthcare collections staff, including hiring, training, coaching, and performance management. This involved setting performance goals, providing regular feedback, and conducting performance evaluations to ensure high-quality collections efforts.•Developed and implemented effective collections strategies and processes to maximize revenue recovery while maintaining compliance with healthcare regulations.•Tracked and analyzed performance metrics by generating reports, conducting data analysis, and identifying trends or patterns to measure team performance and make informed decisions.•Provided ongoing training, coaching, and professional development for collections staff by staying up-to-date with industry regulations, best practices, and evolving collection techniques to ensure the staff had the necessary skills and knowledge to succeed.•Collaborated with leaders and stakeholders to facilitate formalized coaching requests, addressing quality performance trends, behaviors, communication skills, and customer engagement.•Ensured strict compliance with healthcare regulations and legal requirements, including the Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), and HIPAA, by implementing and enforcing comprehensive policies and procedures.•Established clear and compassionate communication protocols, proactively addressed patient inquiries or concerns, and effectively managed escalated customer service issues related to collections.

•Initiated outbound calls and handled inbound calls from consumers, effectively assessing each situation to determine appropriate resolutions and payment arrangements for outstanding account balances.•Demonstrated exceptional negotiation skills to skillfully negotiate repayment terms that mutually benefit the consumer, client, and company, fostering positive outcomes and maintaining strong business relationships.•Successfully managed delicate situations and handled sensitive customer inquiries or concerns with empathy and professionalism, preserving customer relationships while addressing outstanding debts.•Maintained accurate and detailed documentation of collection activities, ensuring proper record-keeping and adherence to legal and regulatory requirements.•Ensured strict compliance with healthcare regulations and legal requirements, including the Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), and HIPAA.•Developed and maintained a deep understanding of regulatory guidelines to ensure compliance in all collection activities.