CHRISTINA RANDOLPH

• Managed a diverse pipeline of prospective businesses including restaurants, retailers, and professional-services and strategically prioritize outreach efforts to accelerate the sales cycle
• Conduct outreach at scale through cold calling, email campaigns, and social selling to engage potential clients
• Apply a solutions-based sales approach by identifying business challenges and demonstrating the value of Square’s offerings to create urgency
• Collaborate with Account Executives and leverage ongoing developmental opportunities to grow within the sales organization
• Consistently meet and exceed monthly sales quotas and performance targets
• Drive initial sales engagement by proactively reaching out to prospective sellers and generating interest in Square’s products
• Effectively communicate the value proposition of Square’s solutions to business owners and key decision-makers
• Develop a deep understanding of the unique needs of diverse merchants especially within restaurant, retail, and professional-service industries to provide tailored support and recommendations

• Served as a Priority Queue Consultant managing high-impact POS cases while consistently meeting or exceeding key performance metrics, including SLA adherence, first-contact resolution, and CSAT goals
  • Maintained strict quality assurance standards, consistently scoring within or above QA benchmarks across customer interactions
  • Identified upsell and cross-sell opportunities during support interactions by aligning additional Square products and services to merchant needs
  • Educated clients on value-added solutions to improve business operations, contributing to increased product adoption and revenue growth
  • Acted as a trusted advisor for priority merchants, balancing technical problem resolution with consultative selling
  • Managed escalations efficiently to minimize downtime while maintaining a high standard of customer satisfaction
  • Utilized Amazon Connect, Salesforce, and internal SaaS tools to track KPIs, document cases, and ensure accurate reporting and follow-through
  • Collaborated with internal teams to resolve complex issues while maintaining performance metrics and compliance standards

• Provide first-line technical support to employees, troubleshooting and resolving hardware and software issues related to desktop systems, laptops, and printers
• Set up and configure new laptops and workstations, ensuring all required software is installed and systems are fully operational prior to deployment
• Install, configure, and troubleshoot both network and local printers, ensuring seamless integration with the company’s network infrastructure
• Respond promptly to help desk tickets, emails, and phone calls, delivering clear and effective resolutions to technical problems
• Deliver ongoing support for software, hardware, and network-related issues, escalating complex or unresolved matters to senior technical staff as necessary
• Assist in onboarding new employees by preparing laptops, creating software accounts, and configuring necessary hardware including monitors, keyboards, and docking stations
• Provide training to users on basic troubleshooting practices and effective use of office equipment and communication tools

• • Consistently exceeded key performance metrics, including CSAT, response time, resolution time, and quality assurance scores
  • Identified and executed upsell and cross-sell opportunities during customer conversations by aligning products and services with client needs
  • Delivered consultative support through chat and email while balancing technical issue resolution with revenue-generating conversations
  • Maintained accuracy and professionalism while managing high-volume messaging queues and meeting strict SLA requirements
  • Supported Tier 2 escalations by troubleshooting complex technical and account-related issues to ensure timely resolution
  • Leveraged customer insights to recommend value-added solutions, driving increased product adoption and customer satisfaction
  • Collaborated cross-functionally to share feedback, improve workflows, and enhance the overall messaging support experience

• Intake customer health insurance selections for new plans and renewals and work directly with insurance carriers to submit required documentation and information
• Process health insurance selections accurately and efficiently, managing both submission and carrier approval on behalf of customers
• Review carrier eligibility requirements to ensure customers meet all necessary qualifications
• Partner cross-functionally with customer-facing teams and licensed benefits advisors to deliver benefit requests accurately and on time
• Respond to follow-up requests from carrier partners and internal teams when additional information or changes are required
• Provide excellent customer service to internal and external partners by proactively managing information to ensure benefits are delivered by the effective date
• Maintain high-quality standards by following established processes and carrier requirements
• Escalate issues and provide feedback on process improvements to increase efficiency and accuracy
• Serve as a subject matter expert in healthcare and benefits enrollment through clear written and verbal communication with customers and partners
• Maintain a thorough understanding of carrier partner requirements and enrollment portals for new and renewal orders
• Communicate customer feedback and identify carrier gaps impacting timely submission and approval
• Drive team engagement and contribute to improved collaboration, communication, and working relationships in partnership with leadership

• Delivered high-quality customer support via chat, email, and messaging while consistently exceeding KPIs for CSAT, response time, and resolution rate
• Supported Square merchants by troubleshooting POS hardware, software, and network issues to minimize downtime and ensure business continuity
• Managed high-volume support queues with accuracy, professionalism, and adherence to SLA and quality assurance standards
• Provided Tier 1 and Tier 2 support for technical, account, and payment-related inquiries, escalating complex issues as needed
• Identified opportunities for upselling and cross-selling Square products and services by aligning solutions with merchant needs
• Educated clients on Square’s ecosystem to drive product adoption and improve overall customer experience
• Utilized Salesforce, Amazon Connect, and internal SaaS tools to document cases, track KPIs, and ensure thorough follow-up
• Collaborated cross-functionally with product, engineering, and sales teams to resolve issues and improve support processes
• Maintained strong QA scores while balancing speed, accuracy, and customer satisfaction

• Consistently meet performance goals in patient satisfaction, accuracy, quality, attendance, and adherence to departmental standards
• Provide exceptional customer service in alignment with Optum’s standards of care, professionalism, and empathy
• Perform multi-tasking duties using dual monitors for data entry, call handling, and system navigation while maintaining accuracy
• Act as a patient advocate by handling complex and sensitive information and providing appropriate support and guidance
• Assist with resolving patient issues and support team members with daily administrative tasks as needed
• Identify financial, medical, or legal risks during interactions and follow established protocols
• Use internal systems to address inquiries related to appointments, authorizations, claims, eligibility, benefits, and appeals
• Accurately document customer interactions and translate verbal information into concise written records
• Support patients with PCP selection and provide general information about services and medical groups
• Coordinate with clinicians and Telehealth Nurses for services such as DME, transportation, and home health
• Process PCP changes and complete related documentation in the system

• Coordinated driver dispatching during daily stand-ups, ensuring efficient route management.
• Monitored delivery routes, promptly resolving real-time challenges to maintain service quality.
• Developed performance incentive programs, earning leadership approval and adoption.
• Analyzed performance metrics, coaching drivers to enhance productivity and efficiency.
• Supported warehouse operations, optimizing loading workflows and team collaboration.

• Streamlined dispatch and warehouse operations to enhance workflow efficiency.
• Delivered real-time support for drivers facing delivery challenges.
• Onboarded and trained new employees to ensure compliance with operational standards.
• Maintained payroll and personnel records utilizing Workday and ADP systems.
• Conducted training sessions to reinforce process standards and expectations.