Summary
Overview
Work History
Education
Skills
Mental Health First Aid Certification
Certification
Work Preference
Software
Work Availability
Timeline
Hi, I’m

Acean Tyrrell

Customer Service & Customer Support
Austin,TX
Acean Tyrrell

Summary

Dynamic individual with hands-on experience in Customer Support & Customer Service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

17
years of professional experience

Work History

SamCart

Customer Support Billing
02.2022 - 08.2023

Job overview

  • Provided customer support to an average of 75 customers daily across multiple channels including tickets, emails and chat via Fresh Desk.
  • Trained and mentored staff on procedures, compliance requirements, and collections techniques.
  • Collaborated with cross-functional teams to resolve billing-related issues via chat or email swiftly, minimizing negative impacts on overall operations.
  • Enhanced client satisfaction levels by ensuring timely delivery of accurate invoices and addressing concerns professionally.
  • Tracked, logged, and updated customer account information in HubSpot and Salesforce.
  • Fostered strong relationships with key clients by providing personalized billing support, ensuring their needs were met promptly and efficiently.
  • Reviewed billing problems, researched issues, and resolved concerns for highly sensitive and escalated customer issues with great attention to detail resulting in a seamless customer experience and 95% customer satisfaction rate.
  • Collaborated with cross-functional teams to resolve issues swiftly, minimizing negative impacts on overall operations.
  • Improved customer satisfaction scores by 15% by implementing a proactive communication and branding strategy.

Babylon Healthcare Inc.

Customer Support Team Lead
06.2020 - 01.2022

Job overview

  • Directed a customer support team resolving over 5,000 queries monthly, achieving a 95% customer satisfaction rate by implementing streamlined communication protocols and leveraging CRM tools for efficient issue tracking.
  • Championed a positive work environment that encouraged employee motivation, engagement, and retention.
  • Mentored new hires for seamless integration into the customer support team.
  • Consistently exceeded established KPIs related to speed of resolution, customer satisfaction, and team performance.
  • Participated in hiring processes for new team members, selecting candidates who aligned with company values and culture.
  • Collaborated with cross-functional teams to address customer needs and improve overall experience.
  • Implemented training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates.
  • Established open communication channels within the team, promoting collaboration and innovation in problem-solving.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Created customer support strategies to increase customer retention.
  • Managed call logs, enhanced invoicing data and resolved customer issues to improve operational efficiency by 30% .
  • Implemented process improvements to automate document management systems, call logs, and other essential to enhance department efficiency.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to and average of 60 customer requests daily, via phone, chat or email, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.

MindPath Care Centers

Telehealth Customer Support Program Lead
09.2018 - 06.2020

Job overview

  • Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
  • Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
  • Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns via phone, chat, or email.
  • Created comprehensive reports on program progress, presenting findings to stakeholders and adjusting strategies as needed.
  • Streamlined registration process for new programs, significantly reducing wait times and improving participant satisfaction.
  • Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Duke University Health System

Referral Specialist- Customer Service
11.2017 - 09.2018

Job overview

  • Promoted clear communication between primary care providers and specialists through detailed documentation and follow-up calls.
  • Developed strong relationships with external healthcare facilities, fostering a collaborative approach to patient care coordination.
  • Managed high-volume referral request calls by prioritizing tasks and maintaining organized records.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests via chat, email and member portal regarding products, services, and company information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Maintained detailed records of patient interactions and transactions, ensuring accurate documentation and follow-up.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Education

National University
La Jolla, CA

Bachelor of Science from Organizational Leadership, Psychology
01-2025

University Overview

Skills

  • Cross-functional Collaborations

Cross-functional Problem Solving

  • Customer Loyalty
  • Customer Satisfaction
  • Customer Service
  • Customer Support
  • Employer Branding
  • Google Office Suite
  • Management
  • Marketing
  • Microsoft Excel
  • Organization and time management
  • Microsoft Office
  • Performance Management
  • Phone Etiquette
  • Presentations
  • Problem Solving
  • Program Improvement
  • Quality Control
  • Revenue Enhancement
  • Sales
  • Salesforce
  • Training
  • Stripe Payment Processing
  • Invoice Management
  • Account
  • Billing and Subscription Management
  • SAAS
  • Healthtech Startup
  • Zoom
  • Google Suite
  • Macro and template creation
  • Quality Control monitoring
  • Onboarding
  • Operational and Process Improvement
  • Zendesk
  • FreshDesk
  • Jira
  • Tableau
  • Looker
  • CRM tooling
  • Microsoft Office Suite
  • Excel
  • Data entry
  • Teamwork and collaboration
  • Customer service
  • Excellent communication
  • Flexible and adaptable
  • Active listening
  • Decision-making
  • Friendly, positive attitude
  • Verbal communication
  • Calm under pressure
  • Dependable and responsible
  • Multitasking Abilities
  • Attention to detail
  • Problem-solving

Mental Health First Aid Certification

Mental Health First Aid Certification

MHFA is an evidence-based, early-intervention course designed to equip individuals with the knowledge and skills to recognize and respond to signs of mental health and substance use challenges.

Certification

Mental Health First Aid Certification

Work Preference

Work Type

Full TimeContract Work

Work Location

RemoteHybrid

Important To Me

Work-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time off401k match4-day work weekPersonal development programsCareer advancementFlexible work hours

Software

Zendesk

Google G Suite

Tableau

Fresk Desk

Microsoft Office

EHR programs

Salesforce

ZenDesk

Looker

Hubspot

RingCentral

TalkDesk

Excel

Google Sheets

Notion

Loom

Confluence

Slack

Microsoft Teams

Lattice

Logzio

Stripe

PayPal

Availability
See my work availability
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monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Support Billing
SamCart
02.2022 - 08.2023
Customer Support Team Lead
Babylon Healthcare Inc.
06.2020 - 01.2022
Telehealth Customer Support Program Lead
MindPath Care Centers
09.2018 - 06.2020
Referral Specialist- Customer Service
Duke University Health System
11.2017 - 09.2018
National University
Bachelor of Science from Organizational Leadership, Psychology

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Acean TyrrellCustomer Service & Customer Support