LaRinda Wagner
Gatesville
Summary
Results-driven professional with a proven track record in customer service, time management, and trend analysis. Skilled in troubleshooting complex issues and developing effective solutions that enhance operational efficiency. Exceptional verbal and written communication abilities foster strong relationships and drive collaboration, consistently exceeding performance goals. Committed to delivering high-quality results while adapting to dynamic environments.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Portal Service Desk Analyst I- MyChart
Nordic Consulting
Gatesville, TX
09.2025 - 05.2026
- Delivered high-quality customer and technical support to healthcare patients, resolving portal access, EHR, mobile device, and connectivity issues across multiple healthcare clients.
- Investigated and troubleshot patient-reported issues through phone, email, and ticketing channels, using analytical problem-solving to achieve timely resolutions and improve patient experience.
- Educated patients on portal workflows, including appointment management, billing functions, proxy access, and telehealth platforms such as Zoom.
- Managed and documented support cases within ITSM platforms, escalating critical issues appropriately while ensuring HIPAA compliance and adherence to service desk best practices.
Client Services Technical Support Specialist I
Availity, LLC
Gatesville, TX
08.2024 - 08.2025
- Resolved a wide range of customer issues, including login assistance, password resets, account unlocks, and troubleshooting failed X12 transactions.
- Submitted support tickets on behalf of callers and provided guidance on navigating the Availity portal and understanding available services.
- Conducted thorough research on reported issues, tracked progress on known problems, and followed up with customers to ensure timely and effective resolutions.
- Assist providers and billing personnel in denials, requests for documentation, disputes and rejections of claims.
Licensed Insurance Agent
Progressive
Gatesville, TX
02.2023 - 04.2024
- Achieved and consistently exceeded monthly and quarterly insurance sales goals by 30% or more through detailed product and service knowledge.
- Established strong customer relationships with regular outreach and follow-ups to maintain high satisfaction rate.
- Assisted clients in choosing appropriate insurance policies based on their needs and financial situation resulting in a saving of 10% or more on their current policies.
Sr. Content Provider Technical Support
Apple Inc.
Austin, TX
11.2017 - 02.2023
- Engaged with cross-functional teams, including internal and external engineers, to analyze and resolve multifaceted problems.
- Assessed customer experience levels and modified technical support methods to ensure effective assistance.
- Directed calls with clarity and precision, utilizing strong communication and decision-making abilities.
- Delivered expert-led training on company policies and procedures to equip new technical support representatives with essential knowledge and skills.
- Helped users via telephone and email to diagnose and triage problems with a 95% first-resolution ticket close rate.
Guest Experience Service Supervisor
Starwood Hotels and Resorts
Austin, TX
06.2015 - 12.2017
- Constructed and implemented test calling procedures for over 2,800 lines twice a year to ensure compliance with standards including messaging and routing to correct lines. Subsequently, this resulted in the reduction of paid phone numbers by 21% that were not being used.
- Adapted and created messaging within the reservation system for associates to improve performance in metrics as well as provided first-level support for properties to convey time-sensitive information.
- Trained and worked closely with global centers to audit, clean, and support integration to a new platform for the intranet utilized by all associates resulting in an 80% completion rate 1 month in advance of the goal.
Sales and Services Supervisor
Starwood Hotels and Resorts
Austin, TX
06.2011 - 06.2015
- Utilized metrics and all available systems effectively to coach associates to improve conversion, handle time and efficiency to achieve a 13% or more improvement across all metrics.
- Executed daily opening and closing procedures to company standard.
- Evaluated staff performance, communicating feedback, and setting personal goals.
- Created a positive work environment that fostered teamwork and encouraged open communication.
Quality Assurance Analyst
Starwood Hotels and Resorts
Austin, TX
04.2010 - 06.2011
- Demonstrate thorough knowledge of current Starwood call handling processes and the Customer Conversation Guide
- Establish proven success with personal results using the Customer Conversation Guide
- Monitor chats, emails, and recorded calls for all call-taking departments
- Complete evaluations via Starwood-approved quality monitoring systems - Witness and NICE with a 98% evaluation quality.
- Exceeded daily, weekly, and monthly productivity and calibration targets around all Quality Dept activities. Maintained 98% calibration target: a full 13% above goal.
Education
Vocational Education and Training - Medical Billing & Coding
Central Texas College
Killeen, TX06-2024
Bachelor of Arts - Mass Communications
California College San Diego
San Diego, CA12-2008
Associate of Arts - Mass Communication
Orange Coast College
Costa Mesa, CA06-2006
Skills
- Zendesk/Salesforce
- SaaS implementation
- Customer engagement
- Account management
- Leadership
- Quality Assurance
- Customer Relations
- Developing KPIs for support teams
- Technical assistance expertise
- Developing talent through mentorship
Certification
- Property & Casualty License
- Certified Professional Coder
- January 2024 to January 2025
- The CPC certification validates the expertise of medical coders in assigning accurate medical codes for diagnoses, procedures, and services provided to patients in a variety of healthcare settings, such as hospitals, clinics, and physician offices.
- Insurance Producer License
Timeline
Portal Service Desk Analyst I- MyChart
Nordic Consulting
09.2025 - 05.2026
Client Services Technical Support Specialist I
Availity, LLC
08.2024 - 08.2025
Licensed Insurance Agent
Progressive
02.2023 - 04.2024
Sr. Content Provider Technical Support
Apple Inc.
11.2017 - 02.2023
Guest Experience Service Supervisor
Starwood Hotels and Resorts
06.2015 - 12.2017
Sales and Services Supervisor
Starwood Hotels and Resorts
06.2011 - 06.2015
Quality Assurance Analyst
Starwood Hotels and Resorts
04.2010 - 06.2011
Bachelor of Arts - Mass Communications
California College San Diego
Vocational Education and Training - Medical Billing & Coding
Central Texas College
Associate of Arts - Mass Communication
Orange Coast College