Lori Holmes Email & Phone Number

St. Louis County, Missouri, United States

*Inbound PCA handling calls from members, physician offices, pharmacies and others assisting with medication refills and renewals, medication coverage questions, resolving billing and fulfillment issues and concerns.*Provide members with a confidential and caring experience where they leave the call feeling cared for and confident their call has been handled to a first call resolution.*Answer every call with a willingness to assist by listening attentively, handling the call with patience, care and understanding providing the caller with confidence their concerns or needs are being handled in a timely and efficient manner.Answer every call making it easy for customers and members to work with us by taking ownership of their issue and doing my best to resolve their issue the first time every time.*Educate customers on processes, processing times, turn around times in order to set clear expectations.

Surprise, Arizona, United States

* Monitor multiple email accounts and respond to customers appropriately* Perform monthly corporate account reconciliation of bank statements* Prepare monthly Transaction Privilege Tax (TPT Tax) preparation and pay appropriately and timely* Enter banking information into Quickbooks monthly.* Reconcile AMEX billing statements* Enter Arizona 811 Dig requests* Request Septic Inspections for the business from Maricopa County* Process approved/disapproved inspections appropriately and forward to customers* Other duties as assigned

Scottsdale, Arizona, United States

• Manage intraday activities for Driver Support making adjustments to scheduled activities as needed.• Collaborate with Driver Support Manager and Supervisors for department planning, scheduling, and reporting needs as well as individual agent needs• Manage scheduling of all time off requests, overtime, training and/or meetings for all on-line agents• Manage Driver Support weekly shift and schedule assignments• Maintain headcount data, hiring dates, ending dates, promotion dates, etc.to review attrition rates that can be utilized for future hiring• Manage call and AHT data to appropriately make intraday adjustments/suggestions in order to meet internal service level.• Provide daily Call data, offline activities, callouts, and attendance reports for Manager and Director of Operations.• Work in collaboration with Saddleback Communication and Telax/Intermedia on routing of calls and current open tickets for reporting inadequacies• Manage a team of 6 inbound/outbound customer service agents• Special projects as needed

Phoenix, Arizona Area

• Inbound Client Loyalty-Paralegal focusing on client’s needs and building long term relationships• Partner with clients in managing their credit/credit repair to obtain their goals• Handling calls with compassion, understanding and empathy to their present situation• Assist clients in achieving financial freedom through credit repair• Dedicated to improving client lives

Phoenix, Arizona Area

• Speak to customers or physician offices over the phone to resolve their questions or concerns related to medications needing Prior Authorizations, Formulary Exceptions, Tier Exceptions, etc.• Process the necessary case in order for customer to obtain their prescription in a timely manner• Work with members compassionately to a first call resolution solution• Maintain and update customer information as necessary• Calmly attempts to resolve and de-escalate any issues• Escalates call if necessary• Effectively and accurately warm transfer calls to the appropriate departments as necessary• Tracks call-related information for auditing and reporting purposes• Provides feedback reports on call issues related to downtime and/or training issues

Surprise, Az

• Greet customers as they arrive and provide information regarding products and/or services• Respond to customer complaints and take necessary action to resolve issues• Take payment in exchange of items sold

Surprise, Az

• Manage daily operations of small business• Maintain constant tracking of profit and loss statements, inventory control, and customer invoicing• Designed, baked and decorated specialty birthday and wedding cakes• Handled baking of all specialty baked goods (i.e., Quick Breads, Cookies, Bars, Pies, etc.)

Dallas/Fort Worth Area

• Teamed with Chief Medical Officer (CMO) and Chief Financial Officer (CFO) in auditing and reconciling $600,000.00 monthly in resident payroll.• Collaborated with 20+ Education Program Coordinators regarding University Hospital rotations as well as specific issues and questions related to University Hospitals.• Updated internal credentialing database with necessary information on all house staff.• Attended Graduate Medical Education meetings as University Hospital Liaison and collaborated with joint hospitals in resident rotations.• Collaborated with other University Hospital departments in daily upkeep and maintenance of house staff call rooms, lounges and on-call meals.

Dallas/Fort Worth Area

• Collaborated with Division Chief in hiring and credentialing process for faculty physicians in the department of Internal Medicine.• Arranged interviews, travel and hotel accommodations for potential interviewee candidates.• Collaborated with newly hired faculty in all credentialing aspects from Texas Medical Board licensing, DPS and DEA certifications and managed care applications.• Remained up-to-date on status of each candidate in the appointment and credentialing process until hospital privileges were granted prior to hire date.• Arranged candidate and new faculty travel and accommodations.• Maintained complete faculty files (licensing, malpractice insurance, yearly appointments, credentialing documents disciplinary actions and reports) for 100+ faculty. Collaborated with faculty to ensure licenses and certifications were updated in a timely manner.

Dallas/Fort Worth Area

• Greeted applicants and provided necessary paperwork for completion and consideration for possible employment.• Reviewed all applications for accuracy such as missing information or haps in employment.• Arranged interviews assuring applicants were interviewed in a timely manner.• Administered necessary testing for different roles and responsibilities.• Addressed all questions from staff regarding FMLA, temporary assignments, insurance benefits, applying for new positions and any other questions necessary.

Colorado Springs, Colorado Area

• Developed the Human Resource Department to include setting processes in place, developing task/job descriptions for all missionary assignments stateside and overseas, revising employee handbook, reviewing and securing insurance for stateside and overseas missionaries• Processed applications for missionaries desiring to join the organization• Administered personality tests to see how they would fit into the organization• Organized and scheduled panel interviews for all candidates• Developed criteria for interview techniques and hiring methods• Contacted all references for candidates• Reviewed missionary funding accounts to determine if missionaries should return home for support fund raising

Dallas/Fort Worth Area

• Collaborated with operations department, 15+ supervisors, and directors to deliver excellent customer service and call center results.• Hired, trained, supervised and evaluated nine management support staff.• Led a team of 9 in daily workflow of monitoring on-line associates, call volumes and AHT to maintain and improve PUC/internal operations objectives.• Effectively assessed support staff individually to determine strengths and weaknesses and worked to place individuals in their strengths and assist in developing areas of opportunity.• Prepared and administered quarterly evaluations on support staff including action plans for improvements when necessary. Utilized 360 evaluation process.• Administered disciplinary actions when necessary.• Arranged opportunities of development training for support staff and followed up on results.• Collaborated with 15+ team supervisors to manage daily workflow of on-line associates. Effectively improved call center productivity and effectiveness by reducing handling time of each call in order to allow more calls being answered.• Prepared resource management daily, weekly and monthly reports for all team supervisors to assist in determining areas of improvement or highlight improvements.• Prepared weekly and monthly report for Call Center Director

Dallas/Fort Worth Area

• One of two training specialists to administer all call center/resource management employees in three training programs comprised of Large Team Force Management (call center management fundamentals), EMPSx Incharge, and EMPSx Intraday (mechanized scheduling system). • Collaborated in software update/new releases testing of mechanized scheduling system.• Provided on-going daily support, one-on-one training and classroom training with up to 12 students. Managed all aspects of training process from determining training schedule, initial registration and enrollment of students, material preparation and training instruction. • Collaborated in coordinating, updating and maintaining all training materials and determined training delivery methods

Dallas/Fort Worth Area

• Collaborated in implementing a mechanized scheduling system in seven Operator Services (OS) call centers.• Coordinated installation, parallel system operation and final migration to automated scheduling system in seven OS call centers nationwide.• Responsible for on-site support for seven OS call centers during parallel and final migration timeframes.

Dallas/Fort Worth Area

• Created and maintained weekly automated schedules for three IB call centers with up to 1100 on-line representatives that were 24 X 7 or 7-7 X 6. • Analyzed daily call volumes and AHT for needed forecast distribution adjustments for three IB call centers. Once staffing requirements were determined, administered quarter hour intra-day adjustments.• Prepared quarter hour graphics of call volumes and AHT distributions to make effective and appropriate adjustments.

Wentzville, Mo

* Teamed with Manager and Call Center Supervisors to bring the call center to #1 for 3 years. As a team we improved compliance regulatory/corporate service level objectives, absenteeism and occupancy rates by assisting and educating a workforce of 400+ employees in an IB call center. * Collaborated in everyday workforce management, including shift scheduling and reassigning employees to meet service level objectives.* Maintained most efficient and productive call center out of six nationwide which resulted in improved productivity and increased sales.

No Degree, Legal Secretarial Program

Completed 1 year of a 2 year program

No Degree, Business Administration, Management And Operations

Completed 18 Credit Hours