Marnie Ricci

• Achieved a 98% satisfaction rate in managing customer service inquires and complaints by providing prompt and thorough resolutions.

⦁ Managed 60+ daily communications across drivers, vendors and internal teams.

• Developed and maintained organized filing systems to ensure quick access to critical documents.
• Researched and resolved informational gaps and documentation inconsistencies.
• Provided Tier 1 support for drivers, support staff, vendors and internal teams.
• Managed all travel logistics, enhanced administrative efficiency by implementing new procedures increasing team productivity.
• Drafted and prepared professional correspondence, reports, presentations, using Microsoft Office Suite, Word, Excel, Power Point.
• Escalated urgent issues throughout using internal messaging system, reducing response time by 40%.
• Managed scheduling and coordination of meetings for executive team to enhance operational efficiency.

• Handled 80+ inbound patient calls daily regarding benefits, billing, and scheduling; maintained 98% customer satisfaction score.
• Utilized EPIC EMR to verify insurance, update patient records, and schedule appointments.
• Escalated urgent issues to clinical staff using internal messaging system, reducing response time by 25%.
• Ensured full HIPAA compliance on every interaction during patient intake and support.
• Provided Tier 1 support for patients navigating telehealth services, login issues, and prescription portals.
• Tracked, documented, and followed up on over 300 cases using Zendesk and Salesforce CRM.
• Delivered empathetic service to vulnerable patients, averaging 4.9/5.0 satisfaction score.
• Contributed to updating internal knowledge base and new hire training guide.
• Resolved client inquiries efficiently, leading to substantial improvements in response times and increased client retention.
• Partnered with healthcare teams to streamline patient communication, ensuring timely updates and improved service delivery.
• Managed patient inquiries and appointment scheduling using electronic health record systems.
• Facilitated communication between patients and healthcare providers to enhance service delivery.

• Completed 16-week intensive training on medical customer service, including HIPAA, EMR systems, and conflict resolution.

⦁ Shadowed senior agents and handled mock and live calls with supervision, receiving certification of completion.

• Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
• Utilized CRM software to track client interactions and maintain accurate records.
• Assisted in developing training materials aimed at enhancing team performance in client service operations.
• Collaborated with team members to enhance service delivery processes and improve client satisfaction.