Carla Geddes
San Francisco,USA
Summary
Results-driven professional with expertise in Customer Relationship Management (CRM), ticketing tools, and meeting SLAs. Proven ability in troubleshooting and providing exceptional customer support. Known for excellent communication skills, empathy, and a strong commitment to meeting and exceeding customer expectations. Adept at navigating complex technical issues and ensuring timely resolution. Dedicated to maintaining high levels of customer satisfaction while contributing to the overall success of the team and organization.
Overview
8
8
years of professional experience
Work History
Clinician Support Agent (Contract)
iRhythm Technologies
Remote
12.2023 - 06.2024
- Made outbound calls to doctors and nurses to communicate EKG results and discuss patient cardiac data, ensuring timely, accurate sharing of critical health information for informed patient care
- Acted as the primary technical and customer support liaison for healthcare providers using the Zio Patch cardiac monitoring device, ensuring seamless device setup, usage, and troubleshooting for optimized patient monitoring
- Reviewed ECG data to identify potential cardiac events, escalating critical issues to healthcare professionals as necessary for timely intervention
- Collaborated with healthcare partners to verify clinical information, such as pacemaker settings, ensuring complete and accurate patient data for diagnostics
- Utilized Salesforce and Outlook to meticulously document cases, maintaining HIPAA standards for patient confidentiality and enhancing workflow efficiency through process documentation
- Served as the primary phone support contact for healthcare providers using the Zio Patch cardiac monitoring device, providing detailed assistance for device setup, calibration, and data transmission to enhance patient monitoring accuracy
- Analyzed ECG recordings to identify potential cardiac events, escalating critical cases to healthcare providers and ensuring prompt medical intervention
- Collaborated closely with external healthcare entities to verify clinical details, such as pacemaker settings and other device configurations, which contributed to accurate diagnostics and patient safety
- Documented cases meticulously in Salesforce and Outlook, ensuring adherence to HIPAA standards
Customer Support/ Technical Support
HealthTap
06.2021 - 09.2023
- Company Overview: (TeleHealth) Start Up
- Managed a high volume of customer support requests through email, live chat, and phone channels, employing empathy and logical reasoning to address inquiries and troubleshoot issues
- Established a positive tone as the primary point of contact for all support-related inquiries
- Updated Macros, Help Desk Articles and Knowledge Base articles
- A trusted advisor to customers as a subject matter expert in the HealthTap platform
- Provided first-tier troubleshooting support in a timely and professional manner, while exceeding SLA expectations through responding, solving and closing out customer Support tickets
- Assisted members in connecting with providers that met their needs, guiding patients through the completion of patient history and consent forms as necessary
- Managed member escalations by addressing, investigating, and directing patient inquiries or complaints in accordance with applicable laws, policies, and HIPAA regulations
- Defined and developed proper escalation of unresolved issues to collaborate with the appropriate internal teams such as Product, Engineering and Customer Success to ensure we resolve customer issues promptly and efficiently
- Identified trends to address with the customer or internally to improve customer experience and workflow
- Created Jira tickets for bug reports and efficiently troubleshooted issues on IOS/Android/iPad/Mac/Windows computers
- Participated and contributed to ongoing processes, policies, and standards improvements
- Communicated effectively with internal leadership to identify customer pain points and propose solutions to policy, user experience, or other improvement areas
- (TeleHealth) Start Up
- (Laid Off)
Content Moderator - Contract
Reddit
San Francisco
12.2019 - 12.2020
- Company Overview: (Start-Up)
- Answered a high # of tickets, support reviewed, and evaluated User’s content for compliance with Reddit’s policies
- Reviewed escalated user-generated content against established Community Guidelines, such as nudity, pornography, violence, racism, bullying, terrorists’ threats hate speech, revenge porn, and child nudity
- Crafted well-written responses that are grammatically correct, concise, polished, and professional
- Demonstrated empathy, patience, and responsible judgment with every customer to ensure the best and most appropriate outcome based on each situation
- Achieve daily goals of solved tickets without compromising the customer experience
- Use various internal tools to review and moderate content on platform
- Communicated and collaborated effectively with teammates and cross-functional teams
- Removed imposter accounts, account takeovers, report spam accounts, filed bug reports, and overall tech support
- Removed/banned accounts for abusive behavior proposed and implemented rules to mitigate and prevent account abuse on the platform
- Stayed current on trends across the team and business to identify potential risks and patterns
- Identified opportunities to increase trust
- Defined and tracked progress against objectives and key results that aligned with strategic vision
- Leveraged data to make decisions that improve and optimized our approach to account integrity Trust & safety for online platforms, in accounts and fraudulent accounts
- (Start-Up)
Senior Customer Support/Technical Support
Underground Cellar Wine
San Francisco, CA
06.2018 - 11.2019
- Company Overview: (Start-Up)
- Delivered outstanding technical support/customer support to customers via phone, email, and chat while taking ownership of timely solutions
- Responded to social media inquiries professionally and promptly
- Responded to customer device logistics requests
- Complete customer requests, and fulfillment needs
- Assist in vendor logistics management and reporting as needed
- Responded to a high # support tickets phone calls, for billing questions, logistic questions, complaints and de-escalation
- Ensured each customer support experience is of the highest possible quality - going above and beyond for our customers at every opportunity
- Updated Macros, Help Desk Articles and Knowledge Base articles
- Resolved inventory errors through physical and systemic identification in conjunction with warehouse tools
- Responsible for inventory control, shipping, receiving, field inventory accuracy and order processing
- Resolved billing issues, refunds, chargebacks, BBB complaints and facilitated retention strategies
- Identified patterns (bugs, feature requests, etc.) across all our support channels, creates guidelines and established standard methodologies (like response templates) for support, and maintain a working knowledge of core technology and upcoming roadmap
- (Start-Up)
- (Company Closed)
Technical Support/Customer support (Dolby Atomos)
DOLBY
San Francisco, CA
12.2016 - 12.2017
- Maintaining a support ticket queue, responding to customers, and giving feedback to managers.
- Writing and modifying the knowledge base to help customers navigate Dolby Atmos and use the platform to their best benefit
- Working closely with your Customer Success colleagues to help guide the customer experience and bring customer feedback to the product and marketing team
- Responsible for providing support for customers by investigating, troubleshooting, and resolving cases across multiple channels (voice, email, social, and chat)
- Managed a high volume of customer support requests via email using empathy and logical reasoning to help answer questions and troubleshoot problems
- Responded to social media inquiries professionally and promptly
- Created and updated Macros, Help Desk Articles and Knowledge Base articles
- Troubleshooting technical issues with TVs and streaming players: Android TV, Google TV, Apple TV, Chromecast Amazon Fire Tablets, Apple iPhones and iPads, Android smartphones and tablets, Apple AirPlay and more devices that uses Dolby Atmos
- Served as the primary point of contact for all support related inquiries, setting the tone for a positive experience
- Report and troubleshoot system breakages and bugs via Jira ticketing system
- Document and maintain a detailed record of client interactions, including issue reported, solutions provided, and follow-up actions taken, using Zendesk ticketing system
- Collaborated with internal teams and represent the needs of our customers within various cross-functional teams
- Manage, prioritize, and respond to inquiries and escalations and report trends, issues, and bugs
- Provide Articulating insights from our customers to our product, development, and marketing teams to help shape Dolby into an industry leader
- Work with customers to resolve any issues which may be preventing them from maintaining a relationship with Microsoft Online Store
- Effectively communicate company messages, value propositions, etc
- Verbally and in writing
- Collaborated with departments across the organization to advocate for the Customer and work together to resolve any issues
- Recognize trends to help develop programs that maximized retention after the 30-day free trial ended
- Delivered outstanding technical support to customers via phone, email, and chat while taking ownership of timely solutions
- Communicate effectively with internal leadership to identify shopper and customer pain points and propose solutions to policy, user experience, or other improvement areas
- (Role was outsourced)
Education
Bachelor's - Psychology
SAN FRANCISCO STATE UNIVERSITY
San Francisco, CASkills
- Zendesk
- Deputy
- Zio
- Nice
- Okta
- Salesforce
- BrainTree
- Amplitude
- Deskcom
- Stripe
- Airtable
- Hubble
- Mix Panel
- Hootsuite
- Jumio
- Sift
- Box
- Sonar
- Django
- Twilo
- Zopim
- SendGrid
- Reflecktive
- Jira
- Confluence
- Live Chat
- Pivotal Tracker
- Talk Desk
- HipChat
- Active Directory
- Slack
- Outlook
- Atlassian
- Yammer
- Voxco
- SAP
- PayPal
- Hello Screen
- Help Scout
- Asana
- Microsoft Word
- PowerPoint
- CRM
- Photoshop
- Google Docs
- Dropbox
- Jagged peak
- Google Drive
- Snag It
- RMA's
- DCL
- Shopify
- MailChimp
- Telegram
- SQL
- Roku
- Xbox
- Google Play Store
- Apple TV
- IOS
- Media Streaming Services
- Android
- Mac
- Pc devices
- Trello
- Bluetooth enabled devices
- TVs
- Streaming players
- Android TV
- Google TV
- Chromecast
- Amazon Fire Tablets
- Apple iPhones
- IPads
- Android smartphones
- Tablets
- Apple AirPlay
- Wi-Fi
- IR technology
- Smart lights
- Smart plugs
- Speakers
- Thermostats
- Cable boxes
- Game consoles
- Sound bars
Timeline
Clinician Support Agent (Contract)
iRhythm Technologies
12.2023 - 06.2024
Customer Support/ Technical Support
HealthTap
06.2021 - 09.2023
Content Moderator - Contract
Reddit
12.2019 - 12.2020
Senior Customer Support/Technical Support
Underground Cellar Wine
06.2018 - 11.2019
Technical Support/Customer support (Dolby Atomos)
DOLBY
12.2016 - 12.2017
Bachelor's - Psychology
SAN FRANCISCO STATE UNIVERSITY
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