Fayo Omer
Toronto,Canada
Summary
Results-driven and technically adept professional with a strong interest in AI-driven customer support and competitive intelligence. Experienced in leveraging AI tools and systems to improve performance, streamline workflows, and enhance customer satisfaction. Skilled in training, tuning, and governing AI agents to ensure fast, reliable, and accurate support responses, while also handling complex escalations when necessary.
Overview
6
6
years of professional experience
Work History
Technical Support Specialist (SaaS)
Elation Health
02.2024 - Current
- Manage customer inquiries and resolve technical issues by applying strong analytical skills to identify root causes and implement effective solutions, ensuring prompt and accurate resolutions.
- Own and resolve complex cases end-to-end, reducing resolution time by 30% and ensuring clients fully utilize platform features, leading to long-term product adoption and reduced churn.
- Collaborate with cross-functional teams to analyze recurring issues and client feedback, providing data-driven recommendations to enhance internal processes and improve service delivery.
- Led the strategic launch and continuous optimization of the Fin AI agent within our Intercom billing support platform, driving a 35% improvement in customer query resolution time.
- Leverage AI-powered training techniques to engage with clients, delivering personalized solutions and educational resources that address technical challenges, ensuring they fully optimize the platform.
Customer Experience and Inside Sales Representative
MakeSpace
09.2021 - 11.2022
- Served as the main point of contact for client inquiries, scheduling, and workflow management, ensuring exceptional service delivery and a seamless customer experience through timely and efficient support.
- Proactively identified upsell opportunities by understanding clients evolving needs contributing to revenue growth.
- Launched a pilot self-service library with FAQs, knowledge base articles, and step-by-step guides, iterating based on user feedback to improve adoption and usability before full rollout.
- Coordinated with internal teams to resolve client issues efficiently, tracking and reporting client feedback and needs to drive process improvements.
- Proactively engaged with clients through regular check-ins to anticipate their needs, mitigate potential risks, and maintain high levels of product adoption and engagement which resulted in higher renewal rates.
Patient Care Coordinator
Allevio Healthcare
08.2019 - 08.2021
- Provided proactive support and troubleshooting, acting as a main point of contact for patients, resolving issues, answering questions, and ensuring timely follow-ups to enhance overall satisfaction and engagement.
- Led patient education on treatment plans, assessed financial eligibility, and coordinated appointment scheduling and services, ensuring smooth transitions and continuous access to care across multiple healthcare providers.
- Collaborated with cross-functional teams (medical, technical, and administrative) to streamline patient workflows and improve care efficiency.
- Spearheaded a patient flow optimization project, reducing wait times by 20% and significantly enhancing both patient satisfaction and operational efficiency.
Education
Bachelor of Health Studies -
York University
Toronto, ON05-2020
Skills
- Client relationship management
- SaaS solution proficiency
- Meticulous attention to detail
- User feedback analysis
- Collaborative project engagement
- Advanced problem solving
- Proficient in CRM systems
- KPI monitoring and reporting
- Needs Assessment
- Remote Work & Video Training (Zoom, Slack, Gong, Asana)
- Skilled in tech applications
Timeline
Technical Support Specialist (SaaS)
Elation Health
02.2024 - Current
Customer Experience and Inside Sales Representative
MakeSpace
09.2021 - 11.2022
Patient Care Coordinator
Allevio Healthcare
08.2019 - 08.2021
Bachelor of Health Studies -
York University