Natalie Thomas

Strategic Customer Service Leader

RaleighMember since June 21, 2026

Strategic Customer Service LeaderFinancial AnalysisProcess OptimizationData AnalysisProcess ImprovementBusiness AnalysisFinancial ManagementFinancial ReportingCustomer Experience StrategyKPI & Performance ManagementRevenue RecoveryEscalation LeadershipData Analytics (JMP, SAS)SAP & ERP SystemsCross-Functional CollaborationCompliance & Risk ManagementOperational EfficiencySAPERP SystemsJMP (Statistical Analysis)Advanced ExcelCRM Platforms

About

Strategic Customer Service Leader with 8+ years of experience driving operational excellence, revenue recovery, and customer satisfaction across healthcare and financial services industries. Proven ability to analyze performance metrics, implement process improvements, and lead Cross-functional collaboration to increase efficiency and profitability. MBA candidate with Advanced training in JMP, SAS, ERP systems, and SAP.

Positioned for Customer Service Manager Roles targeting high-performance teams and six-figure operational impact.

Experience

Customer Service Expert / Collections - Bioventus - Durham, NC

(2021-04)

Manage high-volume distributor accounts and medical order processing using SAP (ERP), ensuring 98%+ order accuracy.
Strengthened revenue cycle performance by implementing structured follow-up strategies, improving collections recovery rates.
Reduced order discrepancies by collaborating with finance and operations teams to streamline communication workflows.
Maintained detailed compliance documentation, supporting audit readiness and regulatory compliance standards.
Analyzed account data trends to identify payment delays and implement proactive resolution strategies.

Customer Service Representative - Listen Clear Hearing Aid - Savannah, GA

(2018-06 - 2021-02)

Increased service revenue by identifying upselling opportunities and expanding existing customer accounts.
Improved customer retention by resolving escalated complaints with a solution-focused approach and communication.
Processed contracts and service changes with close attention to accuracy and compliance.

Account Resolution Specialist - Wells Fargo Dealer Services - Raleigh, NC

(2016-04 - 2018-06)

Managed financial account resolutions and payment processing while maintaining regulatory compliance.
Analyzed financial reports to identify productivity trends and support performance improvement initiatives.
Delivered clear, results-driven communication to resolve customer disputes and improve satisfaction metrics.