Operations Lead - WellMedr
(2025-01)
Lead daily telehealth operations supporting patients, providers, pharmacies, and internal departments.
- Mentor and support a team of 15 remote employees through coaching, onboarding, and ongoing development.
- Support operations processing approximately 1,800 patient interactions daily while personally managing an average of 175 patient interactions per day.
- Maintain a 97% Quality Assurance score while consistently meeting productivity and service expectations.
- Achieve a 95% Customer Satisfaction rating through patient advocacy, service recovery, and timely issue resolution.
- Maintain a 92% First Contact Resolution rate with an average 15-minute Average Handle Time.
- Successfully onboarded and trained 14 employees while contributing to a 95% employee retention rate.
- Coordinate with providers, pharmacies, and internal departments to improve workflows, resolve escalations, and support timely patient care.
- Ensure compliance with HIPAA, company policies, and healthcare quality standards.
Transportation Operations Specialist - Arise Communications
(2022-01 - 2025-01)
Coordinated transportation scheduling and logistics for healthcare-related services.
- Managed high-volume scheduling while meeting service-level expectations.
- Resolved scheduling conflicts, customer concerns, and operational escalations.
- Maintained accurate documentation and supported compliance standards.
- Collaborated with transportation providers and internal stakeholders to ensure efficient service delivery.
Dispatcher / Safety Coordinator - Reds Automotive
(2017-01 - 2022-01)
Coordinated dispatch operations, technician scheduling, and daily routing.
- Optimized route planning to improve productivity, response times, and service coverage.
- Maintained DOT safety documentation and regulatory compliance records.
- Investigated operational issues and implemented corrective actions.
- Served as a key communication link between field personnel, customers, and leadership.
Retention Training Manager / Guest Experience Specialist - Landry's, Inc.
(2017-01 - 2019-01)
Delivered onboarding and operational training for new employees.
- Coached team members on customer service excellence, performance improvement, and retention-focused practices.
- Resolved complex guest concerns while supporting customer loyalty and service recovery initiatives.
- Selected as a Certified Trainer based on leadership, performance, and training capability.
Virtual Administrator / Dispatcher - oDesk / Upwork
(2012-01 - 2015-01)
Coordinated scheduling, dispatch, documentation, and administrative operations for remote clients.
- Managed workflow, client communications, and operational follow-up in virtual environments.
- Supported multiple clients while maintaining accuracy, responsiveness, and service continuity.
Customer Service Representative / Trainer - CallCentral, Inc.
(2006-01 - 2012-01)
Delivered customer support across multiple client accounts in fast-paced service environments.
- Trained and mentored new employees on systems, policies, service standards, and quality expectations.
- Assisted leadership with coaching, quality assurance, and performance improvement initiatives.
Field Support Specialist - Sprint
(1994-01 - 2006-01)
Installed, maintained, and supported telecommunications services for customers and internal teams.
- Diagnosed and resolved technical issues while maintaining customer satisfaction and timely service delivery.
- Collaborated with internal teams to coordinate support, resolve escalations, and maintain service continuity.
