Caitlin Garcia
Hartford,CT
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Customer-focused professional with successful 10-year career in customer relations sector.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Dental Claim Support
2023.02 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed over 75 client accounts with over 97% retention rates
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales and product teams to address customer success objectives.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
DENTAL CLAIM SPECIALIST
DR. DENTAL
2015.01 - 2023.01
- Expertly processed over 400 dental insurance claims daily and verified coverage to ensure accurate and timely reimbursement for clients and dental providers
- Collaborated with clients and internal teams to resolve claim discrepancies, resulting in improved customer satisfaction and retention
- Stayed up-to-date with industry regulations and changes in insurance policies.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses
- Generated, posted and attached information to claim files
- Maintained confidentiality of patient finances, records, and health statuses
REGIONAL OPERATIONS MANAGER
DR. DENTAL
2017.01 - 2022.01
- Managed team of dental office managers across multiple locations, fostering culture of collaboration and high-performance
- Developed and implemented standardized operational procedures to streamline processes and enhance productivity
- Conducted regular performance evaluations, provided coaching and feedback, and facilitated training programs to improve team efficiency.
- Traveled to over 5 locations per week to manage each store and perform reviews of individual managers and employees
- Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Enforced compliance with local, state and federal regulations and company standards
DENTAL OFFICE MANAGER
DR. DENTAL -
2015.01 - 2017.01
- Successfully managed daily operations of busy dental office, ensuring smooth workflow and exceptional patient care
- Oversaw administrative tasks, appointment scheduling, staff training, and performance evaluations
- Implemented efficient billing and payment procedures, leading to improved revenue collection and reduced outstanding accounts.
- Supervised and led team of dental hygienists and support staff of over 68
Education
High School Diploma -
Metropolitan Learning Center
Bloomfield, CT06.2011
Skills
- Customer Relationship Management (CRM)
- Product Knowledge
- Onboarding and Training
- Project Management
- Communication Skills
- Adaptability
- Strong Analytical Skills
- Experience in Conflict Resolution
- Strong Leadership Abilities
- Customer Account Management
- Strategic Planning
- Sales Proficiency
- Conflict Resolution
- Customer Onboarding
- Performance Metrics
References
- Mahogany Gaskin, Dental Claim Support/ Recruiter, +1912-244-4364, mgaskin@dentalclaimsupport.com
- Maryann Ruiz, Dr. Dental / Director, +1203-901-7457, maryannr88@gmail.com
Timeline
Customer Success Manager
Dental Claim Support
2023.02 - Current
REGIONAL OPERATIONS MANAGER
DR. DENTAL
2017.01 - 2022.01
DENTAL CLAIM SPECIALIST
DR. DENTAL
2015.01 - 2023.01
DENTAL OFFICE MANAGER
DR. DENTAL -
2015.01 - 2017.01
High School Diploma -
Metropolitan Learning Center
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