Tanya Thelwell
Mississauga,ON
Summary
Customer Manager offering 17 year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
26
26
years of professional experience
Work History
Customer Experience Manager
VitalAire Healthcare
08.2019 - 05.2024
- Defined business requirements for the new RingCentral call center setup.
- Provided training and support for new call center agents and continued support for existing users.
- Coordinated and tested the integration of RingCentral with Salesforce.
- Conducted training session for pre-go live of Salesforce.
- Managed after-hour service with VitalAire service provider.
- Managed Philips recalls, and liaised monthly meetings with Philips and VitalAire parent company for updates and solutions.
- Gathered data and analyzed customer feedback to identify areas for improvement.
- Led regional customer experience initiatives to identify and organize training needs to align client-facing employees with the company's customer experience goals.
- Monitored and reported on customer experience-related Key Performance Indicators (KPIs).
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, while proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lag.
Billing Supervisor
VitalAire Healthcare
04.2016 - 08.2019
- Enhanced team productivity by providing ongoing training, guidance, and support to billing staff members.
- Facilitated monthly meetings with team members to discuss performance metrics, share best practices, and address any concerns or challenges faced during the billing cycle.
- Developed comprehensive training materials for new hires to ensure a smooth onboarding process and rapid acclimation to company systems and procedures.
- Measured the performance of the activity by reporting on the level of application rejected.
- Trained and monitored the process of submitting government and insurance applications.
- Monitor and report on Key performance indicators (KPIs)
- Reduced discrepancies in billing reports with thorough review processes and diligent follow-ups on outstanding accounts.
- Minimized errors in customer billing information through diligent verification practices and prompt issue resolution.
- Managed the preparation and distribution of customer invoices within strict deadlines, upholding adherence to company policies and client agreements.
- Routinely conducted internal audits of financial records to detect discrepancies or potential fraud risks, enabling timely intervention and issue resolution.
Accounts Receivable Administrator
VitalAire
09.2006 - 04.2016
- Answered Inbound and made outbound calls related to invoice inquiries and collections.
- Responded to email inquiries from internal and external customers.
- Completed set up for credit card and banking pre-authorized payments.
- Reviewed and released accounts that are on credit hold.
- Processed bankruptcy packages and invoice rejections.
- Performed detailed analysis and reconciliation and gathered documentation to identify the root cause of outstanding AR.
- Contributed to the development of departmental goals and performance metrics, aligning individual objectives with broader organizational initiatives.
- Improved reporting accuracy by conducting thorough data analyses and identifying discrepancies in financial statements.
- Facilitated timely payment from customers by providing detailed invoice information and addressing any concerns promptly.
Collections Agent
Partners In Credit
07.2006 - 09.2006
Accounts Receivable Administrator
Rogers Communications
06.1998 - 06.2006
Education
Tourism -Travel Studies
Humber College
Toronto, ONSkills
- Cross-Functional Collaboration
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Training programs
- Customer Journey Mapping
- CRM software proficiency
- Decision-Making
Timeline
Customer Experience Manager
VitalAire Healthcare
08.2019 - 05.2024
Billing Supervisor
VitalAire Healthcare
04.2016 - 08.2019
Accounts Receivable Administrator
VitalAire
09.2006 - 04.2016
Collections Agent
Partners In Credit
07.2006 - 09.2006
Accounts Receivable Administrator
Rogers Communications
06.1998 - 06.2006
Tourism -Travel Studies
Humber College
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