Mary St. John Email & Phone Number

Stevens Point, Wisconsin

Delta Dental of Wisconsin is the state’s No. 1 dental plan, providing dental insurance to 1.8 million subscribers and their dependents. We make dental benefits easy – through exceptional service, having the most network dentists to choose from, and making coverage affordable for companies and their employees. Discover the benefits Delta Dental can offer you www.deltadentalwi.com.

Wisconsin Rapids, Wi

Promoted to department manager to overhaul both the department environment and improve interdepartmental communication and professional interactions. Managed all customer-impacting aspects of migration of Element Mobile’s entire customer base to a national wireless carrier. Lead a department that acts as a hub of communication and has the highest influence in the decision making process for customer disputes. Acted as a key player in Element Mobile leadership when it comes to policy development, procedure, communication and execution, and promotion development.  Drafted, proposed, and implemented policies for both Customer Service and Sales Departments Retained 70% of department staff through the transition and merger process.  Successfully led a team to achieve over 95% call-answer rate. Improved and maintained the relationship with our contracted Tier One customer service team. Oversee the Porting Department activities and responsibilities.  Responsible for interviewing, hiring, training, and mentoring new hires.  Conducts all scheduling, call reviews, team training, corrective action, and annual reviews.

Wisconsin Rapids, Wi

Acted as an integral member of a small team that worked to migrate a customer base from a tier one company to a regional carrier. Assumed a leadership role in the department that operated as the hub of communication for Element Mobile. Consistently provided superior technical assistance and customer service to Element Mobile customers and customer-facing representatives while promoting customer satisfaction. Effectively troubleshot technical issues, addressed billing concerns, effectively explained policy, and promoted Element Mobile products and services.  Supported, defined, and coached internal departments such as Sales, Inventory, Billing and Accounting on Element Mobile internal policies, procedures, and promotions.  Assisted staff and customers with billing reviews and payment plans.  Performed daily audits of account changes to ensure accuracy on customer accounts and be proactive with any adjustments that needed to be made.  Conducted reviews on customer invoices and accounts to provide training to field support when necessary. Appointed by manager to lead training and mentoring efforts of new hires.  Worked closely with the Better Business Bureau and Department of Agriculture, Trade and Consumer Protection in responding to customer grievances.  Gathered and forwarded confidential information for legal requests; i.e. subpoenas. Contributed content and professional input to the Joint Operating and Procedures Manual for Element Mobile’s Customer Support Departments.