ERIENNE REESE

Supported clients with installation and configuration of DentalXChange (DXC) desktop applications, ensuring successful setup and functionality.

Troubleshot and resolved technical issues related to claims processing, eligibility, ERA, uploads, and patient statements.

Managed and resolved escalated cases from tier-level support teams, including claim traces, file format issues (.TIF, .TXT), and claim rejections.

Partnered with the Sales team to address escalated client issues and deliver timely resolutions.

Documented all client interactions, troubleshooting steps, and outcomes in Salesforce in compliance with security and service standards.

Onboard new clients by guiding them through initial setup, ensuring smooth adoption of services while adhering to established SLAs.

Resolve technical problems through effective internal troubleshooting techniques, enhancing the user experience.

Use ticketing systems, such as Zendesk and Jira, to manage and process support actions and requests.

Provide front-line support for Web-based SaaS applications, assisting clients with account setup, platform navigation, feature utilization, and issue resolution.

Document customer interactions in detail within the case management system, ensuring comprehensive records are maintained for future reference.

Respond to customer calls and emails to answer questions about products and services.

Develop strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.

Communicated with providers and patients to resolve group dental insurance claims and billing issues in accordance with HIPAA privacy and security regulations.

Followed up on unresolved claims to ensure timely resolution while maintaining confidentiality of protected health information (PHI).

Delivered support via phone and email using tools such as Jira, Citrix, and Microsoft Office Suite, ensuring accurate documentation and secure data handling.

Researched and analyzed complex dental claims to determine appropriate next steps in alignment with regulatory compliance guidelines.

Identified billing discrepancies, processed adjustments, and completed data entry for claims processing with high accuracy.

Actively listened to customer concerns, resolving inquiries efficiently and updating account records with the most current information.

Educated patients and providers on billing procedures, payment processing, and benefit policies while maintaining strict HIPAA compliance.

Customer Support Team Lead

(January/2018 – May/2020)

Coached new team members on service techniques and provided scoring through quality assurance program.

Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.

Assisted with monitoring daily operations and call metrics using Salesforce CRM to ensure workflow efficiency and service quality.

Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.

Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives when needed.

Senior Customer Support Representative

(May/2016 – December/2017)

Recruited and enrolled students into healthcare programs while supporting virtual student onboarding.

Managed high volume inbound and outbound calls with prospective students interested in educational programs.

Coordinated with financial aid to promptly resolve enrollment issues.

Maintained customer satisfaction with forward-thinking strategies focused on student needs.

Utilized Salesforce CRM to manage customer interactions and track satisfaction, consistently meeting monthly performance goals.

Managed a high volume of inbound calls from homeowners that were in need of home repairs.

Set appointments for service repairs.

Connected with customers to address questions and resolve issues through phone and email.

Clarified customer issues and determined root cause of problems to resolve product or service complaints promptly.

Enhanced productivity levels by anticipating needs and delivering outstanding support.