Kiyana Scolaro
Oakland,CA
Summary
Customer Support Quality & Retention Leader with over 7 years of experience in quality assurance and operational excellence. Expertise in developing and implementing QA frameworks, including scorecards and automation workflows, to enhance member satisfaction and close performance gaps. Proficient in utilizing data insights for coaching and cross-functional collaboration, driving measurable improvements. Background in social services enhances skills in de-escalation and motivational interviewing, fostering empathetic leadership while achieving results.
Overview
12
12
years of professional experience
Work History
Member Support & Retention Specialist
JumpstartMD
10.2024 - Current
- Ensured exceptional customer service by promptly addressing inquiries and resolving issues.
- Managed member accounts with precise record-keeping and strict adherence to compliance standards.
- Developed and implemented an enhanced onboarding process, leading to increased satisfaction rates.
- Created retention strategies to boost customer loyalty and minimize churn.
- Facilitated resolution of client concerns to maintain positive experiences.
- Conducted regular audits and data reviews to uphold service excellence.
- Oversaw management of over 8000 members, ensuring efficient operations.
Office Manager / Member Care Coordinator
JumpstartMD
03.2023 - 10.2024
- Oversaw daily office operations, inventory management, and workflow optimization.
- Streamlined communication between departments to enhance collaboration.
- Monitored productivity to implement process improvements enhancing efficiency.
- Followed up on billing and payment processes to ensure positive client relationships.
- Collaborated cross-functionally to elevate client experience and satisfaction metrics.
Regional BHRT Assistant
JumpstartMD
03.2023 - 2024
- Managed over 450 client accounts across multiple regions, enhancing service delivery.
- Coordinated patient appointments, updated medical records, and distributed pharmaceutical samples efficiently.
- Supported physicians during procedures, ensuring optimal performance and patient safety.
- Facilitated patient education to promote understanding of treatment plans and health management.
Skills
- Retention and experience strategy
- De-escalation and motivational interviewing
- Quality assurance and automation
- Data-driven metrics
- Cross-functional collaboration
- People leadership and coaching
- Multi-channel support
- Problem solving
- Team building
- Performance evaluation
- Customer relations
Background
Social Services & Client Advocacy
2017 – 2023
- Supported diverse populations by de-escalating crises and performing effectively in high-intensity situations.
- Built trust by listening closely and turning client concerns into clear, actionable plans.
- Held teams accountable to high standards of care and follow-through.
Customer Support & Office Management
2013 – 2025
- Delivered responsive, accurate support while managing daily operations across multiple organizations.
- Implemented process improvements that reduced response times and increased customer satisfaction.
Timeline
Member Support & Retention Specialist
JumpstartMD
10.2024 - Current
Office Manager / Member Care Coordinator
JumpstartMD
03.2023 - 10.2024
Regional BHRT Assistant
JumpstartMD
03.2023 - 2024