APRIL CARR

• Provided frontline customer support via phone, email, and chat for a biotech product, helping customers troubleshoot issues and understand best practices.
• Guided new customers through onboarding and product setup, ensuring they felt confident using the product.
• Helped maintain accurate CRM records, logging customer interactions and common technical issues.
• Answered customer questions about product usage, handling inquiries about compatibility, best practices, and troubleshooting steps.
• Escalated complex issues to internal teams while keeping customers informed throughout the resolution process.
• Conducted follow-up calls to ensure customer satisfaction.
• Analyzed customer feedback and complaints to identify areas of improvement in the customer experience process.

(06/2022 - 10/2023)

• Recruited, trained, and mentored a high-performing team, instilling customer support best practices, critical thinking, and agility to improve issue resolution
• Developed a structured training program, boosting team confidence and increasing productivity by 30%
• Streamlined the customer onboarding process, ensuring all materials were up-to-date, clear, and effective for improved adoption and satisfaction
• Optimized workflows and cross-functional collaboration, reducing failed sample rates by 15% and improving turnaround times
• Provided frontline support for HL7 and SFPT connection issues, troubleshooting errors and coordinating with IT to ensure seamless EMR functionality for customers

Senior Customer Support Representative (9/2020 - 06/2022)

• Provided direct support to healthcare providers and labs for genetic screening services, troubleshooting issues with sample submissions and test result processing.
• Assisted with EMR and data integration support, ensuring seamless transmission of lab results to healthcare providers.
• Worked closely with internal lab teams to investigate and resolve sample processing errors, missing data, and delayed results.
• Responded to technical support requests via phone and email, ensuring quick and accurate resolutions for customers.

• Trained and guided patients on proper device usage, ensuring confidence, reducing user errors, and driving high adoption rates
• Provided frontline troubleshooting and support, resolving technical issues quickly to minimize disruptions and improve patient experience
• Advocated for customers, relaying real-time feedback to engineering, manufacturing, and clinical teams to improve product functionality and reliability
• Proactively addressed patient concerns, ensuring continued device usage, reducing churn, and strengthening long-term retention
• Partnered closely with cross-functional teams, ensuring customer insights directly influenced product development, manufacturing adjustments, and clinical strategies

• Diagnosed and resolved complex customer inquiries related to products, services, and orders via email, chat, and phone, ensuring high customer satisfaction
• Collaborated with cross-functional teams (operations, sales, and production) to troubleshoot issues and provide seamless resolutions
• Managed product order intake across multiple product lines, ensuring accurate specifications and a smooth transition into production
• Led custom vector onboarding, verifying customer data and strategizing for successful synthesis
• Offered expert guidance on product selection, e-commerce navigation, and order tracking, improving the customer experience and reducing escalations
• Proactively monitored high-priority accounts, delivering timely updates and mitigating delays before they became issues
• Generated sales quotes in Salesforce, accelerating sales team workflows and improving deal accuracy

• Trained and mentored junior representatives, improving team performance and ensuring alignment with customer service standards
• Resolved complex customer inquiries by troubleshooting sample processing issues, collaborating with doctors' offices, and ensuring accurate sample submission
• Proactively identified and corrected data discrepancies, reducing sample rejection rates by 30% and improving lab processing efficiency
• Partnered with sales and operations teams to streamline customer interactions, improving turnaround times and enhancing client trust
• Worked directly with healthcare providers to ensure complete and accurate sample information, preventing delays and maintaining compliance
• Collaborated with software teams to flag and address system inefficiencies, improving lab workflow and data accuracy