Natalie Thomas

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.

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.

Master of Business Administration - MBA - Fayetteville State University (2025-08 - 2026-12)

Bachelor of Science - Business Administration - Shaw University (2024-01 - 2025-05)