Dedicated and customer-focused professional, seeking to leverage expertise in customer service and technical support in a remote, fast paced environment. Adapt at troubleshooting, resolving complex issues, and ensuring customer satisfaction.
Overview
7
7
years of professional experience
Work History
Lead Office Assistant
AccentCare
05.2020 - Current
Managed inbound customer inquires through chat, email. and ticketing systems, ensuring timely and professional responses.
Provided detailed information and troubleshooting steps for customers experiencing issues with products or services.
Followed up with customers to ensure issues were resolved to their satisfaction.
Worked closely with the product and technical teams to communicate and escalate technical problems.
Assisted in maintaining up to date knowledge bases and FAQs to support customers effectively.
Contributed to team goals by meeting or exceeding key performance metrics measured by response times, first touch resolution and customer satisfaction.
Managed schedules and deadlines to ensure timely completion of projects and assignments for the team.
Trained new hires on company procedures, systems, and software, ensuring seamless integration into the team.
Boosted employee satisfaction by addressing concerns, providing support, and fostering a positive work environment.
Customer Support Specialist
Get Insured
07.2024 - 02.2025
Provide exceptional customer service via live chat, email, and ticketing systems, handling inquiries, complaints, and product issues effectively.
Troubleshoot technical issues, offering clear and concise solutions to customers and escalating complex cases when necessary.
Utilize ticketing software to track, prioritize and resolve support requests in a timely manner.
Collaborate with other departments to ensure a smooth resolution of customer issues and to improve overall customer experience.
Maintain a positive and empathic attitude, ensuring customer satisfaction at all stages of the support process.
Document customer interactions and feedback in Zendeck to assist in process improvements and product updates.
PHC Supervisor
Assist Med
03.2024 - 08.2024
Managed budgets responsibly while ensuring adequate staffing levels to meet the evolving needs of the patient population served.
Improved patient satisfaction by implementing efficient workflows and streamlining communication processes.
Increased health literacy among patients through targeted educational initiatives and community outreach efforts.
Ensured timely completion of care plans for all patients through diligent monitoring and proactive follow-ups with providers.
Provided information with Medicaid and Medicare to help provide for clients who needed personal care.
Increased employee retention rates by addressing concerns promptly while offering competitive compensation packages based on merit and performance achievements.
Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
Front Office Coordinator
Woodland Springs Pychiatric Hospital
09.2018 - 03.2024
Handled financial transactions responsibly, collecting copayments and processing payments with attention to detail.
Improved patient relations by proactively addressing concerns or complaints with professionalism and empathy.
Supported administrative tasks such as filing, data entry, and document management to maintain an organized office environment.
Managed high call volumes effectively, addressing patient inquiries and resolving issues promptly.
Developed strong relationships with patients, providing empathetic support and assistance throughout their visit.
Contributed to a positive team atmosphere by assisting colleagues when needed, fostering a supportive work environment for all employees.
Managed inventory of office supplies, ensuring adequate stock levels were maintained for efficient daily operations.