Providing the best customer service in the worker's compensation, Longshore and auto casualty markets.

As Customer Service Supervisor, I led and developed 15+ Customer Service Representatives supporting $150M in revenue while maintaining service levels of 3-5 days. Some of my key contributions include: Implemented billing process improvements reducing invoice turn-around times by up to 35% to only 10-15 days.  Spearheaded system implementation for clients on a new platform to bridge the geographical gap across offices nationwide by creating training documents. Developed and executed strategic plans including daily reporting and analysis, creating email templates, prioritizing tasks, coordinating work activities with other supervisors, and resolving and de-escalating conflicts.

 Served as the Home Modifications Team Lead managing activities and strategies related to home modifications, prosthetics, custom mobility, physical therapy, and audiology by supporting a team of 40+ Associates locally and based offshore. Provided engaged, supportive leadership to staff by monitoring calls for quality assurance, delegating orders, coordinating and leading staff meetings, and providing on-the-job (OTJ) training and coaching with a focus on customer service excellence. Managed risks and costs by reviewing high-value quotes with Sr. Leadership to prevent revenue loss and negotiating prosthetics, custom/complex rehabilitation mobility, and home and vehicle modification quotes saving ~20% costs for clients.  Established product-focused teams resulting in a 10% increase in order fulfillment. Built and leveraged relationships with clients and providers to streamline operations such as the coordination of evaluations and order fulfillment with Home Medical Equipment (HME) providers, therapists, and contractors.

Act as liaison for clients, claimants and providers fulfilling orthotic, prosthetic orders. Quotes & Negotiations division which supported O&P, Electrotherapy & DME staff.

Collections Representative - assisted customers with payment arrangements and resolving billing discrepancies. Sales Associate - assisted customers with setting up and relocating landline services. Offered additional products and provided customer support focusing on internet, wireless, tv & landline • Successfully met/exceeded sales goals Telecommunications, Long Distance, Internet, Wireless & TV • Increased client accounts through networking and referrals from satisfied customers • Communicated information clearly and accurately with customers daily • Committed to the assistance and support of others while maintaining a cheerful and helpful attitude • Built rapport with customers through effective and precise communication • Built a rapport with customers and proposed different products and services based on their account history to help to control monthly cost • Customer Service Excellence Award, Bellsouth Telecommunications, 2004 Earned recognition from CEOs and Directors for top rank customer service & sales consultant within 9 state region • Customer Service Excellence Award, Bellsouth Telecommunications, 2003 Earned recognition from CEOs and Directors for top rank customer service & sales consultant within 9 state region • Pinnacle Club Award, Bellsouth Telecommunications, 2002