Leonard Stevenson Email & Phone Number

Phoenix, Arizona, United States

• Demonstrate strong commitment to fostering trust with customers by providing efficient first call resolution, resulting in a differentiated and satisfying customer experience.• Respond to inquiries from diverse clientele and provide education on billing policies and technical guidance to ensure customer maximizes the use of their product.• Partner with team members to dissect customer issues and deliver suggestions to leaders to improve processes and productivity. • Consistently surpass quality and call center metrics, along with engaging in knowledge sharing sessions, effectively supporting team members in honing their skills and enhancing overall performance.

Phoenix, Arizona, United States

• Promoted client self-direction and management of services by providing guidance via multiple communication channels on enrollment and hiring of employees as well as budget utilization management.• Mitigated continued escalations by leveraging conflict resolution techniques to provide amicable solutions while adhering quality and program guidelines.• Facilitated morning and adhoc team meetings to disseminate vital system changes and programmatic updates, leading to improved quality scores and heightened customer satisfaction.• Collaborated closely with new hires, providing valuable knowledge sharing and participating in shadowing sessions to ensure a seamless onboarding experience and understanding of expectations.• Exceeded call center metrics and quality parameters while processing employment documents and applicable security checks.• Maintained up to date knowledge of HIPAA and other privacy regulation changes.

Chandler, Arizona, United States

• Managed complex schedules of 6 different offices throughout the metropolitan area ensuring adequate time for procedures and essential resource availability.• Utilized various means of communication to engage with callers and execute scheduling of their eye surgeries along with providing details on expected experience and preparation.• Functioned as liaison between patients and optometrist office affording the office staff the latitude to perform more efficiently and provide a higher quality customer experience.• Maintained customer records through internal system updates while focusing on ensuring privacy and HIPAA regulations compliance.

Tempe, Arizona, United States

• Guided individuals with developmental and physical disabilities on enrollment into supplemental drug coverage program, providing access to lifesaving medication at a fraction of the cost.• Proactively reviewed callers’ accounts and provided tips on how to maintain coverage, resulting in positive client feedback and testimonial submissions.• Established trust by responsibly managing participant continuity of care and escalating critical refill requests according to program standards.

Phoenix, Arizona, United States

• Supported individuals in gaining access to federal and state funded financial and medical assistance to alleviate financial hardship and unsafe living conditions.• Delivered training to newly hired staff regarding program guidelines and regulations while exceeding call center metrics and maintaining active client pipeline.• Functioned as team lead by facilitating training sessions and morning team huddles.• Leveraged multiple technical systems to evaluate callers’ financial situation, confirm validity of information provided, and execute identify verification checks prior to issuing funds.

Scottsdale, Arizona, United States

• Provided best in class customer service by responding to customer warranty claim inquiries and negotiating with local and national car dealers to ensure timely completion of work and delivery of payment.• Engaged with vendors directly to educate on payment submission process as well as promoted self-service options, contributing to inbound call reduction.• Identified process gaps and promoted department efficiency by sharing call handling techniques with team members.

Phoenix, Arizona, United States

Recruited to obtain individual customer and local business commitments for the firm.❖ Placed at various vendor locations and promoted sales for the firm by providing sign-up incentives.❖ Display company’s product by setting up promotional displays.❖ Provide product samplings to customer traffic.❖ Exceeded all sales and customer quality goals.❖ Communicate with management at vendor locations for delivery of product for sale inside stores.