Lea Langford Email & Phone Number

United States

Richmond, Virginia

Account Manager to GPM Investments-6th largest convenience store chain in the country whose operations span across 33 states and 13 Core-Mark warehouses. Coordinate communication between customer and 13 warehouses for issues related to transportation and inventory needsCommunicate with internal purchasing teams to address any inventory concerns or to adjust forecasting needs for customers as demand changes or to forecast for new items.Responsible for managing the customers needs related to food service, store supplies, packaged beverage, dispensed beverage and related supplies. Collaborates with customer to create and execute joint business plans designed to support mutual business goals and successful execution of promotionsMonitor inventory levels of authorized items across 13 warehouses to ensure stores have access to all items that they need to maintain day to day operations.Work with vendors and customer to set up new items for new promotions or as a replacement for a discontinued item.Stay up-to-date with internal and external developments and suggest new ways to increase salesPrepare regular reports of key account metrics and to inform customer of trends and opportunitiesAssist space planning with annual resets in 900+ stores to adjust products based on sales and partner with customer on a depletion strategy for items being removed from sets.

• Analyzed, measured, interpreted, and delivered site level quality data for 1300 representatives to Operations and Training Leadership• Acted as a Point of Contact for 80 supervisors and 10 managers, identifying areas of opportunity with quality and CSAT as Instructions for achieving superior results. • Designed specialized training initiatives for call center representatives and supervisors designed to increase site metrics• Presented during supervisor and CSR workshops following strict agendas that outline methods for improvement based on analytical trends.

• Facilitated in-classroom training using different delivery methods to ensure presentation of training is consistent and easy to understand while maintaining control of classroom environment and addressing trainee behavior.• Certified new trainees who completed training to ensure they possess the skills need to assist our beneficiaries/consumers within the Contact Center.• Worked with Training Operations to identify and correct areas of opportunity within the material that may cause confusion for the participants.

Maintained an evaluation caseload of 200 evaluations per month, 1200 per year.• Used effective communication methods to provide areas of opportunity to each supervisor point of contact in an effort to ensure continuous improvement with their direct reports.• Coached CSR’s on their performance from each monitored call using proven techniques and tools that meet the learning need of the CSR and the needs of the callers. • Developed and communicated with leadership plans of improvement for our site (1000 CSRS).• Led or coordinated projects assigned by Quality Lead, Contact Center Quality Manager or Program Quality Manager in an effort to improve program metrics.

• Provided knowledgeable responses to inquiries from beneficiaries in regards to their Medicare claims, bills, and general coverage questions while maintaining excellent customer service skills.• Used databases and scripted materials to relay accurate information to caller’s inquiries.• Adhered to Privacy Act and Health Insurance Portability & Accountability Act (HIPAA) requirements as it relates to confidentiality of all information released.