Customer Service Manager

ac4dv9@r.postjobfree.com 207-***-**** WWW.LINKEDIN.COM/IN/LO

RI-O-BRIEN-A78203153

LO

EDUCATION

University of Maine

BS Business Administration

SKILLS

Effective communication

verbal/written

Multi-tasking

Ability to prioritize

Organized

Call Center & technical skills

o Salesforce

o Workday

o Community

o SmartSheet

o Asana

o IEX

o Call Copy

o Kronos

o Microsoft Office

o SugarCRM

o Oracle

o OpenAir

LORI O'BRIEN

665 STERLING OAKS DR, LILBURN GA 30047

EXPERIENCE

SENIOR MANAGER • ATHENAHEALTH • OCT 2015 TO PRESENT

• Member of a 6-person Senior Leadership team for a 400-agent call center with a $23 million budget, spanning three geographies both nationally and internationally

• Lead a team of 6 Managers focused on achieving efficiency and meeting quality standards. For example: Department improved Client Satisfaction Score from 4.16 to 4.51 in 2017 vs goal of 4.4

• Lead, develop, and motivate the Client Support Center team by providing strategic direction and communicating vision

• Collaborate with internal and external stakeholders to promote communication and feedback in order to drive change, to develop improvements, and to scale the business

• Create strong cross functional relationships within athenaNation

• Forecast, track, and analyze key metrics for CSC performance such as Average Speed of Answer, Client Satisfaction and Call Abandoned Rate

• Other duties as assigned by the Director

MANAGER • ATHENAHEALTH • OCT 2010 TO OCT 2015

• Opened new call center in Atlanta, October 2014

• Banner Year Award Winner 2015 for establishing Atlanta call center of 150 agents

• Supervised a team of 30 CSC Analysts / Associates focused on providing true customer success, as well as achieving efficiency and quality standards to meet or exceed client expectations

• Evaluated and implemented business processes, policies, and procedures. Continually assessed and optimized team structure to ensure CSC efficiency and effectiveness

LO LORI O'BRIEN

665 STERLING OAKS DR, LILBURN GA 30047

ac4dv9@r.postjobfree.com 207-***-**** WWW.LINKEDIN.COM/IN/L ORI-O-BRIEN-A78203153

2

ASSOCIATE • ATHENAHEALTH • DEC 2009 TO OCT 2010

• Responded to advanced cases from transferred Tier 1 Reps

• Analyzed system data to improve workflows

• Worked closely with Managers, Operation Departments, Tier 1 and Help Desk Analysts to ensure proper workflows are followed

• Mentored Help Desk Analysts

• Met daily production goals set by Department

• Point of contact for escalated calls

SENIOR ANALYST • ATHENAHEALTH • APR 2008 TO OCT 2010

• Assisted in training and mentoring new employees with day to day job functions

• Responded to customer calls and online cases in timely and professional manner, ensuring case date is met

• Worked with external Departments to ensure Client satisfaction

• Project work as needed

MEDICARE ACCOUNT COORDINATOR • CARY MEDICAL CENTER • DEC 2004 TO MAR 2008

• Billed claims to Medicare

• Posted medical bill payments with knowledge of allowable amounts

• Resolved unpaid claims with calls to Medicare and other payers

• Special projects as requested by Medicare

• Collected self-pay and work with indigent patients RETENTION SUPERVISOR • DEBT MANAGEMENT • NOV 2002 TO AUG 2004

• Manage Department of 11 direct reports including a Team Leader

• Responsible for hiring, firing staff and ensuring adequate staffing

• Responsible for responding to escalated customer complaints

• Maintained a Team Save Percentage of 41% (goal of 25%)

• Responsible for report generating to ensure satisfactory Department numbers

LO LORI O'BRIEN

665 STERLING OAKS DR, LILBURN GA 30047

ac4dv9@r.postjobfree.com 207-***-**** WWW.LINKEDIN.COM/IN/L ORI-O-BRIEN-A78203153

3

LO LORI O'BRIEN

665 STERLING OAKS DR, LILBURN GA 30047

ac4dv9@r.postjobfree.com 207-***-**** WWW.LINKEDIN.COM/IN/L ORI-O-BRIEN-A78203153

4

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