True Leigh Devine Email & Phone Number

New York City Metropolitan Area

Responds to escalated member inquiries from our front line support teamAssists the support team’s day-to-day operations, answering representative’s questions and providing help where necessaryAdvocates for our members by identifying and prioritizing issues and product feedback to our engineering, product, and design teamsHelps analyze and suggest improvements to existing FAQ content, policies/procedures, and support toolingCoaches support representatives and provide constructive feedback to the overall team

New York City Metropolitan Area

Handles inbound/outbound communication through phone, text, chat, and email and personally craft the Capsule experience by going above and beyond to assist with their needs.Mastered Capsule's internal systems including the development of pharmacy and pharmacy insurance knowledge.Uses patience, empathy, and ability to communicate with a large variety of customersPartners with the Product, Sales, and Marketing teams to ensure each experience is fast, friendly, and effortless.

Provide excellent customer service to 80+ patients per day by asking probing questions, listening to their needs, and fulfilling their requests.Manage financial records and insurance reports and balance patient ledgers with 100% accuracy.Maintain all forms of communication with patients, call-center representatives, and insuranceteams including telephone, written, and in-person.Provide training to new hires and development to four managers while acting as subject matterexpert for all office tasks.Consistently implement process improvements by analyzing needs, assessing the gaps inknowledge, and evaluating progress and impact.Uphold patient satisfaction by being thorough and professional when presenting treatment plansand handling escalations with no supervisor involvement.

Pioneered social media strategies for Twitter and Instagram and produced compelling written, graphic, and video content.Accelerated engagement on social media platforms 35% in two months by conducting market research and understanding the interests of followers.Created content that was on-message, accurate, timely, and spoke in the brand voice of the organization.Answered customers’ questions over the phone and assisted in billing issues and order inquiries.Used quick response and dynamic service skills to build relationships with customers, improving customer retention rate.

Provided supervision, direction, and leadership to a staff of 20 frontline employees.Achieved employee of the month two consecutive months as a direct result of leadership,performance, and dependability.Implement strategies for talent acquisition and staffing efforts of non-exempt staff by screeningresumes, reviewing applications, and conducting interviews.Facilitate new employee orientation to ensure employee inclusion in the store and anunderstanding of company culture, resulting in faster assimilation of new employees andreduction in turnover.Established procedures to ensure timely investigations for employee matters including discipline,performance, and safety issues.

Provided supervision, direction, and leadership to a staff of 20 frontline employees.Achieved employee of the month two consecutive months as a direct result of leadership,performance, and dependability.Implement strategies for talent acquisition and staffing efforts of non-exempt staff by screeningresumes, reviewing applications, and conducting interviews.Facilitate new employee orientation to ensure employee inclusion in the store and anunderstanding of company culture, resulting in faster assimilation of new employees andreduction in turnover.Established procedures to ensure timely investigations for employee matters including discipline,performance, and safety issues.

Supervised 10+ employees while ensuring customer satisfaction, product quality, and managing the restaurant’s financial performance.Led the onboarding of new employees to ensure optimal work performance and a successful new hire experience while decreasing the rate of turnover.Fostered an environment of cross-training which encouraged teamwork, comradery, and reduced payroll hours by 6%.Collaborated with senior management on strategic planning for rapidly changing headcount during peak seasons.