Andrea Garner
Castle Shannon,PA
Summary
Results-oriented team leader with extensive experience managing diverse teams and multiple projects. Expertise in communication, problem-solving, and motivation that enhances collaboration and drives success. Proven ability to train staff, improve customer satisfaction, and deliver high-quality service. Committed to continuous process improvement and quality assurance in fast-paced environments.
Overview
24
24
years of professional experience
Work History
Manager, Customer Support
NantHealth
Castle Shannon, PA
06.2023 - Current
- Oversee Level 2 Technical Team operations.
- Evaluate Level 2 concerns to confirm escalation to customers, or the Level 3 team.
- Facilitate training assistance and revise documentation to ensure up-to-date information.
- Relay issues with all involved teams to confirm awareness of implications for customers.
- Engage with product teams and engineers in development of new release efforts.
- Participate in weekly customer meetings.
- Assist sales team with subscription product support.
- Utilize Rundeck for EDI data acquisition and carry out basic analysis to identify root cause.
- Oversee and address customer issue escalations while identifying enhancements to prevent recurrence.
- Support prioritization of customer escalations based on significance.
Supervisor, Customer Support
NantHealth
05.2021 - 06.2023
- Supervise workload distribution for Level 2 Team.
- Reviewed performance issues with team to identify improvement areas.
- Managed performance improvement plans to enhance team effectiveness.
- Perform quality assurance evaluations on cases, phone calls, and live chat sessions.
- Analyze incoming issues for trends.
- Relay recognized trends to pertinent teams or customers.
- Participate in weekly customer meetings.
- Oversee and address customer issue escalations while identifying enhancements to prevent recurrence.
- Utilize Rundeck for EDI data acquisition and carry out basic analysis to identify root cause.
- Handled live chat sessions, responded to calls, and performed case work as required.
- Participate in bi-weekly meetings with call center supervisors to analyze metrics and resolve support or quality issues.
- Facilitate compliance issue escalation and resolution.
Team Lead, Customer Support
NantHealth
04.2018 - 05.2021
- Support Supervisor in managing workload allocation for Level 2 Team.
- Assessed performance concerns in collaboration with management to uncover potential improvement areas.
- Executed performance improvement strategies to optimize team efficiency.
- Conduct quality assurance evaluations for cases, phone calls, and live chat sessions.
- Investigate incoming issues to uncover trends.
- Communicate recognized trends to management.
- Engage in daily and weekly customer meetings.
- Supervise and mitigate customer issue escalations while determining enhancements to eliminate future occurrences.
- Utilize Rundeck for EDI data acquisition, and carry out basic analysis to identify the root cause.
- Handled live chat sessions, responded to calls, and performed case work
- Participate in bi-weekly meetings with call center supervisors to analyze metrics and resolve support or quality issues
Senior Client Support Analyst
NantHealth (formally NaviNet, Inc.)
09.2013 - 04.2018
- Manage incoming calls and live chat sessions from end users.
- Assess technical support inquiries and escalate when required.
- Address end user technical issue requests and facilitate prompt resolutions.
- Create electronic solutions to replace manual Excel spreadsheet processes.
- Identify methods to streamline efficiencies for boosting end user and customer satisfaction.
- Subject Matter Expert for all facets of assigned product.
- Review compliance issue reports and define actionable resolutions.
Regional Configuration Specialist
NantHealth (formally NaviNet, Inc.)
04.2009 - 09.2013
- Oversee the end-to-end process for electronically transmitting recredentialing applications.
- Oversee regional registration, enrollment, and modifications utilizing Excel spreadsheets.
- Refer technical issues to appropriate teams.
- Participate in team meetings and training sessions.
Administrative Assistant
NantHealth (formally NaviMedix, Inc.)
11.2000 - 04.2009
- Coordinate administrative assistance for team of 15-20 field representatives.
- Manage on-site training arrangements.
- Create training materials for on-site training participants.
- Handle incoming calls and document messages as required.
- Ensure all deployment records are printed and properly filed.
- Coordinate with corporate IT to meet specific needs of office location.
- Support corporate workload as needed.
Education
High School -
Baldwin High School
Pittsburgh, PASkills
- Call center support
- Training Programs
- Extensive health care knowledge
- Effective customer service
- Subject Matter Expert
- Operational Efficiency
- Service issue resolution
- Oracle CRM
- Salesforce CRM
- Pendo Governance
- InfoSec Forensic Investigation
- Web-based technical assistance
- RunDeck
- Splunk platform
- EDI issue resolution
References
References available upon request.
Timeline
Manager, Customer Support
NantHealth
06.2023 - Current
Supervisor, Customer Support
NantHealth
05.2021 - 06.2023
Team Lead, Customer Support
NantHealth
04.2018 - 05.2021
Senior Client Support Analyst
NantHealth (formally NaviNet, Inc.)
09.2013 - 04.2018
Regional Configuration Specialist
NantHealth (formally NaviNet, Inc.)
04.2009 - 09.2013
Administrative Assistant
NantHealth (formally NaviMedix, Inc.)
11.2000 - 04.2009
High School -
Baldwin High School