Linsay Bradbury Email & Phone Number

Brought clarity by resolving escalations using expertise and collaboration.● Created & developed innovative ways of streamlining processes wherever possible, staying within policy guidelines and team goal

• Spearheaded a quality assurance process overhaul, slashing time spent on administrative tasks by 25 hours/ week, optimizing workflows and freeing up resources for more value-added tasks. • Established new training curriculum and conducted new hire and upskilling training classes; new training procedures reduced overall costs by 30%.

• Orchestrated and directed a high-performing team of 25 chart abstractors, delivering exceptional results on a $1.2M project within an aggressive 3-month timeline; achieved an impressive 70% margin and surpassed client expectations. • Optimized EHR service delivery by 20% through improved client communication channels and reduced turnaround time, resulting in a 25% boost in client satisfaction. • Implemented the onboarding of 25 new employees within a recording breaking three-week period, which included interviewing, assessment of skills, contracts, credentialing as well as training on HIPAA compliance and ongoing mentoring.

• Unified a team of 17 contact center representatives, providing ongoing coaching and feedback to improve performance and achieve team goals.• Designed tactics to improve agent efficiency, increasing first call resolution scores by 15%.

• Achieved remarkable career growth, transitioning swiftly from Customer Service Representative to Subject Matter Expert to Team Lead within 4 months. • Championed and empowered the highest performing team within the Humana Pharmacy project, consistently achieving call quality goals exceeding expectations by 5% for six consecutive months, fostering a culture of excellence and customer-centricity. • Monitored and evaluated agent performance, leveraging data-driven trends to identify individual development areas and provide targeted feedback, resulting in increased net promoter scores and a 10% reduction in customer escalations.

• Engineered three call resources featuring interactive FAQs, resulting in a 1-minute average handle time reduction per call and significantly improving agent productivity and customer support effectiveness.• Dispatched customer calls to appropriate company departments for unresolved questions and concerns.

• Collaborated with the operations team to develop a new process for handling customer complaints that resulted in a 30% decrease in escalations and a 25% increase in first call resolution.• Exemplified exceptional customer service skills by maintaining a 98% 5-star customer satisfaction rating, establishing a reputation for being approachable, empathetic, and patient; building trust and fostering positive customer relationships.

United States

• Directed a comprehensive property overhaul, leading overdue inspections, grievance requests, and renovations of 50+ outdated units, resulting in increased tenant engagement and regained resident trust. • Optimized rental pricing strategy, increasing market rent by 15% while maintaining full occupancy, leading to a significant revenue boost. • Created and managed electronic bookkeeping records for 154 properties, leading to a substantial 30% decrease in rent discrepancies and enhancing financial data analysis while increasing trend identification.

• Assisted in analyzing team performance metrics, identifying barriers and providing ongoing feedback to enhance team effectiveness. As a result, team productivity accelerated by 25%, leading to enhanced customer experience. • Led the transition to a paperless practice by implementing an electronic bookkeeping system and a faster, safer and more accurate business system. Reduced costs of labor by 30% and office overhead by $7,500 annually.

Melbourne, Florida, United States

• Streamlined administrative processes resulting in a 20% reduction in administrative costs over a 6-month period. • Engineered a new filing system and implemented restructured organizational practices, leading to $10,000 in annual labor cost savings, accelerated document retrieval by 40%, and enhanced overall operational efficiency. • Coordinated a 5-year audit on the company's QuickBooks financial records.