Britney Harden

• Built relationships with clients to drive continual success and improvement.

• This includes always addressing issues quickly, maintaining high levels of communication and being proactive about resolving concerns and adding value to each interaction.

• Ensure on-time problem resolution and consistently high levels of customer satisfaction.

• Triage all incoming support tickets (phone and email); resolving tickets, or reassigning tickets to others when necessary.

• Provided level 1 support for all external users.

• Expedited claim resolution with insurance companies through clear communication and prompt follow-up actions.
• Utilized active listening, interpersonal, and telephone etiquette skills when communicating with others.
• Promoted teamwork within the department through effective communication and collaboration on complex cases.
• Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.
• Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
• Developed strong relationships with clients, resulting in repeat business and positive feedback.

• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Sorted and distributed office mail and recorded incoming shipments for corporate records.
• Contributed to cost reduction efforts by identifying opportunities for process improvements and negotiating vendor contracts.
• Performed research to collect and record industry data.

• Identified potential sales and cross-selling opportunities and informed supervisor.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Documented support interactions for future reference.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

• Promptly responded to inquiries and requests from prospective customers.
• Analyzed customer feedback and generated reports to identify trends and opportunities for improvement.
• Investigated and resolved customer inquiries and complaints quickly.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.