Jodi Lyons Email & Phone Number

➤ Promotes a positive culture through actively listening, coaching and career pathing that aligns with individual’s goals. ➤ Effectively engage in weekly discussions with a team of agents, leads, managers, and directors to determine best practices.➤ Mentors and cascades direction to supervisor(s) to facilitate action plans to members in customer service.➤.

Scottsdale, AZ

➤ Established strategies to improve the identity theft restoration of the organization, as well as policies and procedures to ensure scalable business practices that meet all required service-level agreements.➤ Provided hands-on assistance to the Director of Customer Care in reaching divisional goals as well as the second level of leadership to customer.

Scottsdale, AZ

➤ Mentored customer care employees to ensure delivery of a memorable customer experience and achieve business results.➤ Strategically executed effective policies and procedures to guarantee timely, accurate, and scalable business practices and reach all required SLAs.➤ Conceptualized and implemented innovative strategies to streamline the service.

Chandler, AZ

➤ Directed 16 to 21 customer resource representatives, responsible for performing customer service duties, including responding to service inquiries, retaining existing accounts, and resolving problems.➤ Led performance management of customer resource representatives, while generating daily reports and updating the Performance Management Team Board.➤.

Tempe, AZ

➤ Functioned as liaison between field technicians and customers through additional product support and knowledge.➤ Assisted customers using Trimble website GeoManager to set up exception reports, employee administration, and device management.

Mckesson – Scottsdale, AZ

➤ Coached 50 agents to reach the client-mandated daily goal of outbound calls to accomplish benefit investigations.➤ Presided over daily stand-up meetings to discuss areas of opportunities, educated changes in criteria, provided instruction on that day's agenda, improve morale, and established an approachable and open-door environment.

Tempe, AZ

➤ Performed extensive research, processing, and tracking of first-level appeals and preparation of appeals letters.➤ Managed urgent vendor updates with various healthcare carriers and monthly customer service survey emails.

Tempe, AZ

➤ Ensured the attainment of call metrics and standards based on operational policies and procedures by monitoring real-time call flow and guiding call center personnel.➤ Provided analysis and advice to the SBU manager on personnel and workflow issues and strategies to achieve improved performance while recommending suggestions or appropriate solutions.

Tempe, AZ