Angela Shinault

• Timely answer inbound emails, instant messages, and phone inquiries from Paytient members.
• Troubleshoot technical issues across multiple platforms.

Investigate members' inquiries and escalate issues to our technical team as needed.

• Engage with Paytients to ensure success of experience, transaction, and payment solutions.
• Present member feedback to guide improvements in collaboration with your team of Support Champions.
• Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
• Served as a liaison between internal departments including billing, technical support, sales and marketing when necessary to resolve customer escalations.
• Maintained detailed records of all member interactions, ensuring accurate documentation for future reference or follow-up actions needed.
• Increased first-call resolution rates by utilizing comprehensive knowledge of company policies and procedures.
• Handled complaints with prompt, courteous service to uphold professional reputation.
• Responded to customer calls and emails to answer questions about products and services.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Trained new personnel regarding company operations, policies and services.
• Responded proactively and positively to rapid change.

• Provides accurate resolution to customer inquires by providing appropriate information about their bill.
• Where applicable communicate with customers to attempt to bring resolution to unpaid accounts, communicate feedback and process to management if needed.
• Maintain diplomacy and tact when dealing with upset or escalated calls and escalate customer complaints and or calls through appropriate channels to management.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours across night, weekend, and holiday shifts.
• Managed time efficiently in order to complete all tasks within deadlines.
• Paid attention to detail while completing assignments.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Proved successful working within tight deadlines and a fast-paced environment.
• Learned and adapted quickly to new technology and software applications.
• Excellent communication skills, both verbal and written.