Donald Horton
Ashland City,TN
Summary
Hardworking Client Support Specialist with terrific problem-solving and troubleshooting skills. Engaging and personable to promote a "client first" mentality and dedicated to contributing to team-based environments.
Overview
9
9
years of professional experience
Work History
Client Support Representative
Humboldt Merchant Services
04.2022 - Current
- Streamlined support processes for increased efficiency and improved response times.
- Maximized support resources by effectively utilizing knowledge base articles, FAQs, troubleshooting guides, and other tools to resolve client issues quickly.
- Increased client retention rates through consistent follow-up and relationship building efforts.
- Assisted in the development of new training materials to better prepare incoming support representatives for success in their roles.
- Enhanced customer satisfaction by promptly addressing and resolving client concerns.
- Maintained detailed records of client interactions, documenting all relevant information for future reference and analysis.
- Worked closely with team members to maintain a positive, supportive work environment that fostered collaboration and ongoing learning.
- Trained new hires in company policies, procedures, and best practices for providing top-notch customer support.
Delivery Driver
Multiple Networks
07.2020 - 04.2022
- Delivered packages to customer doorsteps and business offices.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
Contact Center Team Leader
Inovalon
07.2019 - 10.2020
- Enhanced customer satisfaction by implementing effective coaching strategies for team members.
- Improved team performance by conducting regular training sessions and sharing industry best practices.
- Analyzed performance metrics to identify trends and areas for improvement within the contact center operations.
- Set performance targets for team members, holding them accountable for meeting goals and celebrating successes together.
- Ensured quality service delivery by monitoring calls, providing feedback, and addressing areas for improvement.
- Boosted team morale and productivity with motivational techniques and clear communication of expectations.
- Conducted regular performance evaluations of team members to provide constructive feedback on strengths and opportunities for growth.
Medical Records Specialist Lead
Inovalon
01.2018 - 07.2019
- Followed up with medical staff regarding missing information in patient records.
- Tracked and monitored requests for medical records release.
- Supported specials request and resolving outstanding request.
- Supported project managers with various time sensitive request
- Assisted in training and supporting new call center
Medical Records Review Specialist
Inovalon
11.2017 - 07.2018
- Scheduled medical records request.
- Verify and clean provider infomation
Communication Center Representative
Inovalon
06.2015 - 11.2017
- Called health plan member's to support seeing a provider
- Scheduled appointments to see providers
- Bridging gap to find issues members may be facing in seeing a provider
Education
GED -
Maricopa Community Colleges - Gateway Community College
Phoenix, AZ03.2006
Skills
- Organization
- Documentation
- Data Entry
- Strong Work Ethic
- Client Relationship Building
- Interpersonal and written communication
- Support inquiry assistance
- Client rapport building
- Teamwork and Collaboration
- Customer Service
- Problem-solving skills
- Time Management
Timeline
Client Support Representative
Humboldt Merchant Services
04.2022 - Current
Delivery Driver
Multiple Networks
07.2020 - 04.2022
Contact Center Team Leader
Inovalon
07.2019 - 10.2020
Medical Records Specialist Lead
Inovalon
01.2018 - 07.2019
Medical Records Review Specialist
Inovalon
11.2017 - 07.2018
Communication Center Representative
Inovalon
06.2015 - 11.2017
GED -
Maricopa Community Colleges - Gateway Community College
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