Karely Teran
Tucson,AZ
Summary
Customer Success and Healthcare Support Specialist with 3+ years of experience in patient-facing roles, account management, and customer lifecycle engagement. Proven ability to retain clients, upsell services, and drive satisfaction within healthcare environments. Skilled in SaaS platforms, CRM tools, and data-driven reporting to identify risk, improve client outcomes, and exceed KPIs. Passionate about transforming the U.S. healthcare system, particularly mental health care accessibility and quality.
Experienced with managing customer relationships and delivering exceptional support to ensure satisfaction and loyalty. Utilizes effective communication and problem-solving skills to address client needs and implement solutions. Track record of fostering strong collaborations and adapting to dynamic environments for continuous improvement.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Customer Success Specialist
Nationwide Vision
Tucson, AZ
09.2020 - Current
- Serve as the primary point of contact for patients and clients, providing support across scheduling, medical verification, and billing inquiries.
- Manage patient accounts and maintain accurate data in CRM platforms, contributing to high levels of retention and patient satisfaction.
- Identify opportunities to upsell services (e.g., additional exams, eyewear upgrades) based on patient needs, driving additional revenue.
- Monitor and track key performance indicators including appointment volume, patient satisfaction, and service completion rate.
- Use data reconciliation and reporting to highlight service issues or delays and ensure prompt resolution.
- Coordinate onboarding and orientation for new patients, guiding them through healthcare processes and insurance options.
- Collaborate with internal teams to ensure compliance, efficiency, and seamless communication across departments.
- Applied 80/20 analysis to scheduling data; trimmed average wait time 15%.
- Ran weekly A/B tests on upsell scripts, boosting capture rate from 18% → 25%.
Call Center Agent
Alorica
Tucson, AZ
05.2020 - 07.2020
- Delivered excellent customer service via phone, quickly resolving inquiries for Capital One customers.
- Escalated issues when necessary while maintaining professionalism and empathy.
Recovery Team Lead
JCPenney
Tucson, AZ
07.2017 - 03.2020
- Supervised team operations and ensured a positive customer experience on the floor.
- Trained new hires and supported store operations, contributing to a 5-star service rating.
- Implemented peer feedback huddles, raising floor CSAT to top-quartile ranking.
Education
High School Diploma -
Salpointe Catholic High School
Tucson, AZSkills
- SaaS Platforms & CRM Systems
- Microsoft Office Suite (Excel, Word, Outlook)
- Data Visualization & Reporting
- Appointment Scheduling & Medical Billing
- Upselling & Customer Retention
- Bilingual: English & Spanish
- SMART goal setting & reporting
- Lean process optimization
- Customer segmentation
- CRM software
- Sales support
- Cross-functional coordination
Languages
Spanish
Native or Bilingual
Timeline
Customer Success Specialist
Nationwide Vision
09.2020 - Current
Call Center Agent
Alorica
05.2020 - 07.2020
Recovery Team Lead
JCPenney
07.2017 - 03.2020
High School Diploma -
Salpointe Catholic High School