Summary
Overview
Work History
Education
Skills
Timeline
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Carla Gross

San Francisco,CA

Summary

Dedicated and customer-focused Customer Support Specialist with extensive experience in providing empathetic, high-quality support through email, live chat, and phone. Skilled in troubleshooting technical issues, resolving customer concerns, and ensuring a seamless user experience. Adept at handling high volumes of inquiries while maintaining exceptional service and meeting performance goals. Passionate about customer satisfaction, retention, and process improvement.

Overview

5
5
years of professional experience

Work History

Clinician Support Agent (Contract)

iRhythm Technologies
12.2023 - 06.2024
  • Provided customer and technical support for healthcare providers using the Zio Patch cardiac monitoring device
  • Assisted with troubleshooting, setup, and device performance optimization, ensuring accurate data collection and transmission
  • Educated clinicians and medical staff on proper device usage, adherence, and troubleshooting common issues to reduce patient errors
  • Monitored real-time ECG data and escalated critical abnormalities to healthcare providers for immediate intervention
  • Acted as a liaison between clinics, hospitals, and iRhythm’s internal teams to ensure smooth device operations and accurate reporting
  • Managed HIPAA-compliant patient records and documented all interactions to ensure proper case tracking and regulatory compliance
  • Provided feedback to improve device usability and workflow efficiency based on customer interactions and common troubleshooting issues
  • Trained new support agents on troubleshooting protocols, documentation processes, and customer service best practices

Customer Support / Technical Support

HealthTap (laid Off)
06.2021 - 09.2023
  • Managed a high volume of patient, doctor, and pharmacy support requests through email, live chat, and phone, ensuring timely and accurate resolutions
  • Assisted patients with account setup, telehealth appointment scheduling, cancellations, and troubleshooting platform issues to ensure seamless virtual care experiences
  • Onboarded new healthcare providers, guiding them through platform navigation, best practices, and technical configurations to maximize their telehealth efficiency
  • Worked closely with pharmacies to resolve prescription fulfillment issues, coordinate medication refills, and troubleshoot prescription transmission errors
  • Provided direct support to doctors regarding telehealth session management, billing inquiries, and electronic health record (EHR) integrations
  • Addressed insurance-related concerns, assisting patients with claims, payment disputes, and out-of-network provider guidance
  • Troubleshot login, connectivity, and audio/video issues across iOS, Android, Windows, and Mac devices, ensuring reliable telehealth sessions
  • Escalated critical system-wide issues to internal teams, documenting bug reports and providing detailed user feedback for resolution
  • Created and maintained knowledge base articles, FAQs, and troubleshooting guides to improve self-service options for users
  • Managed sensitive patient information in compliance with HIPAA regulations, ensuring confidentiality and proper data handling
  • Provided feedback to the product and engineering teams to enhance platform usability and optimize telehealth workflows based on customer insights

Trust & Safety Content Moderator (Contract)

Reddit
12.2019 - 12.2020
  • Monitored and reviewed user-generated content, ensuring compliance with Reddit's policies and guidelines to maintain a safe and respectful platform
  • Investigated reports of harassment, hate speech, misinformation, violent content, and other violations, taking appropriate action in accordance with content moderation policies
  • Responded to user inquiries and appeals through email and live chat, explaining moderation decisions and educating users on community guidelines
  • Identified and mitigated emerging threats, such as coordinated misinformation campaigns, spam networks, and fraudulent activity, to protect platform integrity
  • Assisted in crisis intervention cases, escalating high-risk situations involving self-harm, threats of violence, or illegal content to appropriate teams and law enforcement when necessary
  • Worked closely with cross-functional teams, including legal, engineering, and product teams, to refine moderation tools, improve reporting workflows, and enhance automated detection systems
  • Conducted quality assurance audits on flagged content decisions to ensure consistency, accuracy, and compliance with evolving platform policies
  • Analyzed moderation data and trends to recommend policy adjustments, helping Reddit stay proactive in addressing new content challenges and user behaviors
  • Assisted in the training of new moderators by sharing best practices, providing mentorship, and ensuring adherence to internal guidelines

Education

Bachelor’s - Psychology

San Francisco State University

Skills

  • Customer-Centric Support
  • Technical Troubleshooting
  • Issue Resolution
  • De-escalation
  • Conflict Management
  • High-Volume Efficiency
  • Multitasking
  • Exceeding Performance Metrics
  • Zendesk
  • Deputy
  • Zio
  • HubSpot
  • ZoHo
  • Nice
  • TalkDesk
  • Okta
  • Shopify
  • Deskcom
  • EMRs/EHRs
  • Looker
  • Salesforce
  • Braintree
  • Amplitude
  • Stripe
  • Airtable
  • Hubble
  • Mix Panel
  • Hootsuite
  • Jumio
  • Sift
  • Box
  • Sonar
  • Django
  • Twilio
  • 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
  • MailChimp
  • Telegram
  • SQL
  • Roku
  • Xbox
  • Google Play Store
  • Apple TV
  • IOS
  • Media Streaming Services
  • Android
  • Mac
  • PC devices
  • Trello
  • PlayStation
  • Smart Devices
  • Bluetooth-enabled devices
  • TVs
  • Streaming media players
  • Smart lights
  • Smart plugs
  • Speakers
  • Thermostats
  • Cable boxes
  • Game consoles
  • Soundbars

Timeline

Clinician Support Agent (Contract)

iRhythm Technologies
12.2023 - 06.2024

Customer Support / Technical Support

HealthTap (laid Off)
06.2021 - 09.2023

Trust & Safety Content Moderator (Contract)

Reddit
12.2019 - 12.2020

Bachelor’s - Psychology

San Francisco State University

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Carla Gross