Janae Tuck
Tracy,CA
Summary
Motivated and results-driven professional with over 6 years of proven expertise in technical support and customer experience within the SaaS sector. Eagerly pursuing a challenging role as a Customer Support Manager, where I can strategically apply my leadership skills to elevate the support experience for users, surpassing performance metrics and contributing to the overall success of the organization.
Overview
10
10
years of professional experience
Work History
Accounts Receivable Specialist
Sprouts Grocery Inc.
01.2022 - Current
- Led and advised process improvement projects, identifying and resolving issues independently.
- Managed operational aspects of accounts receivables, cash applications, and accounting related to allowances for bad debt and sales allowances.
- Utilized High Radius, SFDC, Workday, and Zuora to successfully navigate a variety of systems.
- Prioritized and led a portfolio of high-value accounts, ensuring timely payment and resolution.
- Implemented customized collection strategies for enterprise-level clients, driving lower AR balances.
- Conducted regular financial health assessments for assigned strategic accounts.
- Collaborated with Sales Pros to gain insights into client expectations and challenges.
- Analyzed financial documents and billing information to identify discrepancies and resolve issues promptly.
- Provided insights to sales teams on customer payment behavior and potential risks.
- Met with Senior Leadership weekly to discuss past-due AR and presented comprehensive reports on collection performance.
Customer Support Manager
Chevron Federal Credit Union
10.2017 - 11.2023
- Led a dynamic technical support team at Chevron FCU, ensuring exceptional service delivery to end customers.
- Successfully managed and mentored a small team, exceeding technical support goals and enhancing overall customer satisfaction.
- Collaborated with cross-functional teams to implement innovative solutions and technologies, contributing to a streamlined customer journey.
- Maintained a deep understanding of the credit union's products and services, providing technical guidance to team members and internal stakeholders.
- Achieved and surpassed SLAs, CES, CSAT, FCR, and TTR metrics consistently, demonstrating a commitment to excellence.
- Fostered a positive and collaborative team environment, emphasizing both technical troubleshooting skills and soft skills development.
Patient Access Representative
O'Connor Hospital
01.2016 - 01.2017
- Greeted and assisted patients with the registration process, ensuring accurate and up-to-date information.
- Verified patient insurance coverage and obtained necessary authorizations for medical procedures.
- Scheduled patient appointments, coordinating with various departments to optimize scheduling efficiency.
- Collected co-payments and provided financial counseling to patients, explaining billing processes and options.
- Collaborated with medical staff to address patient inquiries and resolve any registration-related issues.
- Maintained confidentiality and adhered to HIPAA regulations in handling patient information.
- Provided exceptional customer service, addressing patient concerns and ensuring a positive experience.
Claims Specialist
Fidelity Home Warranty
01.2014 - 02.2016
- Assessed and processed home warranty claims, ensuring accuracy and completeness of documentation.
- Collaborated with homeowners, contractors, and service providers to gather necessary information for claims resolution.
- Conducted thorough investigations into the validity of claims, analyzing policy coverage and contractual obligations.
- Coordinated with repair professionals to schedule and oversee service appointments for claim resolution.
- Maintained detailed records of claims processing, ensuring compliance with company policies and industry regulations.
- Communicated claim status and resolution details to homeowners, providing timely updates and addressing inquiries.
- Collaborated with the customer service team to address escalated issues and enhance customer satisfaction.
- Participated in training sessions to stay updated on industry regulations, product knowledge, and claims processing techniques.
Education
Associate of Arts In Behavioral And Social Sciences -
Chabot College
Bachelor of Science - Finance
California State University - East Bay
Hayward, CA2023
Skills
- Microsoft Office
- Fraud detection and prevention
- Investigation and analysis
- Risk assessment
- Compliance and regulatory knowledge
- Customer Service
- Sales and relationship management
- Credit Analysis
- SQL
- Electronic medical records systems
- HIPAA Compliance Certification
- Knowledge of medical terminology and insurance billing and coding
- Zuora
- High Radius
- Credit and Collections
- Audit Procedures
Timeline
Accounts Receivable Specialist
Sprouts Grocery Inc.
01.2022 - Current
Customer Support Manager
Chevron Federal Credit Union
10.2017 - 11.2023
Patient Access Representative
O'Connor Hospital
01.2016 - 01.2017
Claims Specialist
Fidelity Home Warranty
01.2014 - 02.2016
Associate of Arts In Behavioral And Social Sciences -
Chabot College
Bachelor of Science - Finance
California State University - East Bay