Director, Customer Experience Center

Lee W
In her role as Director, Customer Experience Center, Lee is responsible for two customer service teams, the Client Experience Center (CEC) and the Client Solution Center (CSC). These teams contribute to the retention and satisfaction of Medxcel clients through a focus on customer service and operational service standards. Lee develops and implements customer service strategies and processes that allow the teams to provide exceptional service support for customers and Medxcel field associates. Lee and her leaders work together to ensure that their frontline team members are trained and prepared to assist customers and have all the resources needed to quickly bring issues to resolution.
 
“We emphasize working together and the collaboration and partnerships that exist within our organization provide all of us with the opportunity to thrive and to do our best work each day.”
 

Tell us about the two teams within the Customer Experience Center and their responsibilities.

There are two teams within the Customer Experience Center, the Client Experience Center (CEC) and the Client Solution Center (CSC). The CEC Coordinators are one component of Medxcel’s front-line. As a first point of contact for Medxcel’s customers within healthcare facilities, the coordinators respond to general questions, initiate work orders for corrective maintenance and life-safety issues, and initiate patient incident reports. The CSC Specialists and Consultants provide support and technical assistance to Medxcel associates when hardware- and software-related issues emerge with Medxcel-specific applications and devices. Our emphasis is providing service excellence to all our customers both internal and external.


Describe the path you took to arrive in your current role.

My career path has been more of a spider web than a ladder. It’s been a few steps up, a few steps to the left, back up a couple of steps, then a few steps to the right. But throughout my career I have been responsible for creating and implementing strategies designed to achieve organizational goals. By embracing this spider web approach, my breadth and depth of leadership and functional experiences has included work in training, operations, marketing, sales, employee engagement, customer experience, and more. This has created perspective and an appreciation for what it takes to keep everything going. Ultimately, it's made me a better and more effective leader.


How do you provide your team members with opportunities to grow their careers?

We provide our team with opportunities for advancement within our department, and we also partner with many functions across Medxcel, exposing our team members to many facets of the business. Our team members learn what Medxcel does in departments such as human resources, information technology, and other functions and some may eventually choose to pursue opportunities in new areas within the organization. The wide variety of opportunities with Medxcel makes our department a great launching pad to a career with a lot of potential.


How would you describe the Medxcel culture?

I believe the Medxcel culture is a culture of excellence. My experience has taught me that to achieve and sustain a culture of excellence, collaboration and true partnerships are key.  In other organizations you might hear the phrase ‘now is your time to shine’, meaning you may have an opportunity for a few weeks or months to show just how capable you are, how you stand out from others, to demonstrate your best work for a specific moment in time. At Medxcel, it’s the opposite. We emphasize working together and the collaboration and partnerships that exist within our organization provide all of us with the opportunity to thrive and to do our best work each day. This is a gift.


Which of Medxcel’s Core Values speaks to you the most?

The core value that I feel is most important to me and my teams is integrity. The CEC team members work in more than 35 locations, and our customers are in over 160 facilities across the United States. On any given day a customer in Tennessee may be talking to a CEC Coordinator in Texas, or a CSC Specialist in Indiana may be talking to a customer in Florida. In each of these conversations trust must be established immediately. Our customers must feel that we are knowledgeable and caring and understand their needs. They must trust that we know exactly what action needs to be taken and that their issue will be resolved. Integrity allows those personal leadership qualities to be exhibited in every interaction with our customers.
 

What would you say to someone who asks you if you recommend working for Medxcel?

If someone asked me if I would recommend working for Medxcel, I would tell them that Medxcel should be on their short list of companies to consider. Medxcel’s culture focuses on excellence and this pursuit of excellence is holistic. It’s more than just business results, it includes providing great benefits and opportunities for you to continue to reflect, to learn, and to grow, both personally and professionally. That enables you to continue to evolve into the best version of yourself.
 

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