David Taranto
Waltham,MA
Summary
Highly motivated customer support representative with management & technical experience who is eager to become an asset to a thriving company with advancement opportunities.
Overview
20
20
years of professional experience
Work History
SERION Support Executive
Clarivate Analytics
01.2015 - 01.2022
- Provided technical and navigational support to clients that conduct trademark searches on SERION platform
- Answered all client questions in a professional, timely and courteous manner via phone calls, emails, and chats
- Administrative work such as contract management, invoicing, runbooks & other training materials…etc
- Responsible for hiring and training of all new SERION Support Executives
- Assisted with all other tasks that can help improve the team, department, and company whenever needed.
Billing Issue Resolution Specialist (Promoted August, 2012)
MultiPlan, Inc.
01.2008 - 01.2014
- Independently reviewed and resolved practitioner and hospital claims and client EOBs to determine whether the allowed payment was appropriate
- Participated in the training and coaching of new employees to make sure reps have the proper knowledge, materials, and confidence to be successful on the Service Operations team
- Assisted my own team of six representatives by answering call center questions and taking supervisor calls
- Handled inbound and outbound calls at high speed of rate to ensure callers were satisfied with their questions and issues
- (Received about 65-75 calls per day) Resolved and input provider/client requests into tracking system according to established guidelines
- Ensured proper, accurate records, files, and databases are set up and maintained.
Relationship Marketing Team Leader (Promoted August, 2005)
PCF, New England
01.2002 - 01.2007
- Responsible for ensuring the success of the Relationship Marketing Group by providing the necessary resources, support, guidance, coaching and direction of up to 20 Relationship Marketing representatives
- Participated in the hiring, training, and coaching of agents to develop a well-rounded and effective team
- Forecasted hours and staff as needed for outbound calling to achieve goals for calling hours, penetration rate, and sales/contact rate
- Coordinated department resources to ensure organizational goals and objectives are achieved
- Utilized CMS & Davox systems to manage RMG Agent’s productivity in inbound & outbound calls to ensure call center metrics are met for speed of answer, service level, and abandonment rate
- Contributed to retention efforts through outbound calling for collections, credit card upgrades, and stop saves.
Education
Computer Science Major -
Middlesex Community College
Bedford, MASkills
- Conflict resolution
- CRM software experience
- Technical proficiency
- Client relationship building
Management Training
- Management Skills Training Seminar – 02/01/2007
- URAC & HIPAA Training Seminar – Completed Yearly 2008-2014
- Interview Training Seminar – 11/01/2015
- Efficient Time Management Training Course – 04/01/2018
- Creating a Positive Customer Experience – 12/01/2019
- Inside Sales – Training Course – 01/01/2021
- Protecting Against Ransomware – 06/01/2022
Timeline
SERION Support Executive
Clarivate Analytics
01.2015 - 01.2022
Billing Issue Resolution Specialist (Promoted August, 2012)
MultiPlan, Inc.
01.2008 - 01.2014
Relationship Marketing Team Leader (Promoted August, 2005)
PCF, New England
01.2002 - 01.2007
Computer Science Major -
Middlesex Community College