Help Desk Information Technology
Resume:
Leah Thomas
Information Technology/ Help Desk
Mableton, US, 30126
**************@******.***
Information Technology and Help Desk professional with over 9 years of experience in enhancing customer satisfaction through strategic problem-solving and effective communication. Demonstrates expertise in staff training, organizational skills, and confidentiality, adeptly streamlining operations to foster a supportive and efficient environment. Committed to leveraging advanced communication and technical skills to drive service excellence and innovate IT solutions. Employment history
SR Clinical Admin
Coordinator, United
healthcare, Dec 2018 -
May 2024
Austell, GA
Coordinate outreach to DSNP members, enhancing PCP access and closing care gaps. Educate members on care gaps, schedule appointments, connect community resources. Ensure HIPAA compliance, consistently meet quality metrics, maintain confidentiality. Facilitate cross-functional meetings to enhance care coordination, improve member satisfaction.
Streamline processes, resulting in improved member satisfaction and measurable results. Implemented targeted outreach initiatives that significantly reduced care gaps, providing members with timely access to necessary healthcare services. Monitored and analyzed member engagement data to identify trends, leading to strategic adjustments that enhanced overall program effectiveness. Provided personalized support to DSNP members, fostering trust and improving health literacy through effective communication and resource linkage. Ensured compliance with HIPAA regulations while meticulously documenting interactions, maintaining high standards of confidentiality and data integrity. Spearheaded initiatives to enhance member engagement, achieving noticeable results in care gap closure and improved health outcomes.
Orchestrated cross-departmental meetings to align care strategies, leading to strengthened communication and elevated member satisfaction.
Employment history
Shift Lead/Manager,
Walgreens, Feb 2021 -
Feb 2024
Mableton, GA
Customer Service Rep,
Enterprise Rental Car,
2015 - 2018
Atlanta/Mableton, GA
Develops recruitment plans for optimal staffing, enhancing operations. Trains team in communication, boosting collaboration. Streamlined inventory for accurate stock, reducing shortages. Leads shift operations, optimizing staffing and inventory. Mentors new hires, fostering continuous learning.
Streamlined inventory management processes, achieving substantial improvements in stock accuracy and minimizing shortages.
Fostered strong inter-departmental relationships, enhancing communication that resulted in more effective teamwork and smoother operations. Developed recruitment strategies tailored to business needs, ensuring optimal staffing that supported operational efficiency.
Mentored team members in effective communication, contributing to a positive work environment and improved collaboration.
Implemented efficient shift scheduling, enhancing team productivity and ensuring seamless operations during peak hours.
Trained and supported team members in customer service best practices, leading to noticeable improvements in customer satisfaction ratings. Orchestrated daily shift operations, ensuring optimal team performance and enhancing overall customer satisfaction.
Analyzed inventory levels and adjusted stock orders, achieving marked gains in stock accuracy and minimizing shortages.
Trained team members in customer service techniques, fostering a positive environment and leading to noticeable improvements in customer feedback. Coordinated with departments to streamline communication, significantly enhancing teamwork and operational efficiency.
Implemented a new scheduling system for shifts, optimizing coverage during peak hours and improving team productivity.
Led daily operations, ensuring efficient team performance and significantly enhancing customer satisfaction through effective service delivery. Handled customer inquiries, boosting satisfaction and loyalty through effective issue resolution.
Coordinated rental extensions and reservations, enhancing client retention and service efficiency.
Processed refunds with precision, ensuring timely financial reconciliation and customer trust.
Streamlined call handling processes, achieving faster issue resolution and significantly boosting customer satisfaction scores.
Coordinated with team members to enhance service delivery, fostering a supportive environment that improved client engagement.
Analyzed customer feedback to identify service gaps, leading to targeted improvements and noticeable gains in client loyalty.
Implemented a new reservation system that reduced processing time, resulting in enhanced operational efficiency and improved client experience. Maintained accurate records of transactions and customer interactions, ensuring compliance and contributing to financial integrity. Enhanced client engagement by implementing feedback-driven improvements, resulting in noticeable gains in customer loyalty and satisfaction. Education
Southern New Hampshire
University, Manchester, NH,
Aug 2020 - May 2025
BS Information Technologies
Graduated with a concentration Cybersecurity.
Skills
Customer Service Communication Organization Computer Skills Time Management Adaptability Problem Solving Confidentiality HIPAA Compliance Inventory Management Staff Training Recruitment Microsoft Excel AS400 Oracle Agility
High Radius
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