Customer Care Manager

Lindsey M. Briscoe

***** ****** ***, **********, ** 55024

612-***-**** • adgobm@r.postjobfree.com

PROFESSIONAL SUMMARY

Experienced leader responsible for aligning solutions to meet the business needs of the organization. Extensive knowledge in call centers and customer service. Specialized in maximizing organization profits through employee retention and process improvement. Versatile and agile to adapt to ever changing, highly regulated environments.

ACCOMPLISHMENTS

●Partnered with the world’s largest telecommunications vendor to successfully direct a major, company-wide mobility initiative for one of our Clients.

●Effectively oversaw the Communications Vendor Contract Department ensuring the terms and conditions were met.

●Successfully on-boarded a new customer care call-center division on-site with Children’s Hospital and Clinics of MN.

●Managed a call center team of up to sixty employees, cultivating an internal knowledge base and process/workflow solution which allowed for quick response times, while incorporating a one-touch resolution.

●Led Renodis Telecommunication’s first department-wide training program to enhance culture and engagement by empowering employees to share input within the new training manual and material.

EXPERIENCE

Conifer Health Solutions/Children’s of MN, Edina, MN July 2019 - April 2020

Customer Care Operations Manager (Billing Office)

●Assessed monthly reporting, prepared by offsite management, identified relevant issues, analyzed and developed corrected action plans.

●Built rapport with on-site leadership at Children’s of MN to effectively resolve issues with a focus on mutually beneficial resolutions.

●Ensured accurate and timely documentation of all work efforts of the team on required forms set forth by company policies and procedures.

●Supervised, planned, organized and directed the daily activities of the department and its functions.

●Oversaw regional hiring and provided training/coaching to branch supervisors and, all new hires.

● Set all performance expectations for delivery quality and customer satisfaction, as well as consistent follow-up on performance management and best practices.

●Anticipated future changes/needs, created strategy and operational plans for addressing and documenting them.

●Developed operational targets in collaboration with the site Director.

Renodis Telecommunications, St. Paul, MN May 2016 – November 2018

Mobility Support Desk Manager

●Processed and managed 20+ incidents and service requests per day.

●Updated the internal knowledge base and process/workflow solutions that allowed the team to efficiently respond to a broad variety of client and vendor communications support needs.

●Documented, tracked and monitored 20+ issues and orders per day to ensure a resolution within 24 hours.

●Maintained a 5 out of 5 metrics score in customer satisfaction, quality of service, and cost of delivery.

●Randomly pulled calls for each team member, listened to, and provided one-on-one coaching.

Communications Expense Manager

●Oversaw the Communications Vendor Contract Department ensuring that terms and conditions were met.

●Partnered with external vendors and stakeholders to review and resolve billing problems.

●Retrieved and downloaded client PDF invoices and raw data from web-based vendor portals as available.

●Monitored Invoice Dashboard for daily anticipated vendor invoices.

●Aided in requesting and downloading of Customer Service Records and Invoices during Client onboarding process.

●Held daily stand-up meetings with my team to set expectations/directive for the day to ensure Client needs were met regarding processing vendor invoices.

●Created a project board to promote creativity and empower my employees to share their thoughts/ideas.

Professional Bureau of Collections of Maryland, Inc. (CA, CO, VA, MN) January 2009 – February 2016

Director of Training and Employee Development, Call Center General Manager, Auditor, Call Center Collections Manager

●Held client specific group meetings to discuss any updates on collection procedures with staff working specific files.

●Collaborated with the Quality Assurance department to write new company policies and procedures.

●Directed New Hire employee training which involved education and testing on all Federal and State Laws, company policies, negotiation techniques, collection system training, to set expectations and requirements.

●Traveled to branch locations to audit against compliance requirements including fraud, call allowances, and negotiation tactics.

●Created a training guide for collection procedures to ensure compliance with the Department of Education collection efforts.

●Conducted all training (classroom-style and supervised side-by-side) for each new hire.

●Upheld strict standards on employees’ attendance.

●Directed, prioritized, delegated, and supervised the work of all collection staff consisting of 60 employees.

●Re-trained and developed individual team member’s skills to maximize their performance potential by monitoring calls and providing feedback, performing mock calls, and delegating side-by-sides with successful, senior collectors.

●Held daily meetings with collection management staff and regular meetings with the office staff to communicate expectations and collection goals.

●Communicated key metrics (skip-tracing efforts, contacts made, number of calls placed, and money collected) to upper management on a regular basis to ensure alignment with company goals. Responsible for reaching and exceeding an office monthly goal ranging from $212,000-$264,000.

Mayo Clinic, Rochester, MN Sept. 2007 to Sept. 2008

Clinical Assistant

EDUCATION

Bachelor of Art

University of Minnesota – Twin Cities

Major: Communications Studies

Kappa Alpha Theta

VOLUNTEER EXPERIENCE AND PROFESSIONAL AFFILIATIONS

●Court-Appointed Special Advocates (CASA)

●Second Harvest Heartland

●Toastmasters

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