Michael Santangelo
Easton
Summary
Team-oriented professional with extensive experience in customer support and quality assurance. Proven ability to manage materials, paperwork, and financial transactions efficiently. Strong relationship-building skills combined with a self-motivated approach to problem-solving. Committed to enhancing business processes through effective investigation of customer complaints and adherence to quality standards.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Library Media Specialist
Westport Public Schools
Westport
09.2023 - Current
- Managed library resources and maintained an organized collection for student access via data entry.
- Developed engaging lesson plans to teach information literacy skills to students.
- Collaborated with teachers to integrate technology into classroom instruction.
- Implemented digital cataloging systems to streamline library operations and access.
- Directed catalog, media and instructional services in library.
- Attended conferences and subscribed to trade publications to maintain current knowledge of field.
Patient Support Specialist
Iqvia
Remote
01.2022 - 08.2023
- Maintaining high individual performance scores by exceeding KPI expectations on 6 out of 7 weekly metric targets (‘meeting’ on 7th)
- Assist customers with copay and general processing errors while delivering hold times 38% better than the team average and 97.6 customer satisfaction score average.
- Adjudicate rejected claims for pharmacists with average call time 3% faster than goal.
- Provide superiors with innovative solutions to refresh the navigation system and reduce call times.
- Completed pharmacy verification contracts, and EOB documentation while providing live support for Pfizer, and UCB patients & pharmacies.
Radiologic Technologist
Advanced Radiology
Stamford
09.2019 - 01.2022
- Partnered with physicians and managers to drive procedure throughput and deliver high levels of client satisfaction.
- Identified procedural inefficiencies and suggested creative solutions or process changes to management.
- Created and disseminated protocol manual to guide technologists and reduce patient exam time.
- Automated phone screening process during pandemic to reduce customer wait time, eliminate call redundancy, and improve overall patient satisfaction.
- Mentored students through clinical rotation and educated them on x-ray and fluorographic equipment.
Sales & Marketing
Shindig Lighting
Bridgeport
01.2012 - 09.2019
- Maintained social media accounts / website including but not limited to content creation, branding, and digital marketing.
- Delivered strong sales results through deep knowledge of products and pricing strategies.
- Modified client packages to resolve on-site objections and change orders.
- Spearheaded small teams to meet or exceed installation deadlines.
- Obtained and maintained up-to-date knowledge of the company's business functions, work processes and systems and proactively seeks process efficiencies and improvements. Keeps abreast of industry trends and technologies.
Education
B.S. - Radiologic Sciences
Quinnipiac University
Hamden, CT01.2018
B.S. - Business Administration
Five Towns College
Dix Hills, NY01.2011
Skills
- Account management and CRM
- Customer success and retention
- Inventory management
- Microsoft Office Suite proficiency
- Sales operations and merchandising
- Technical support expertise
- Team leadership skills
- Website development and WordPress
- Canva
Certification
- R.T. (R) ARRT (Radiologic Technician License)
- Hubspot Certifications (Content & Social Media Marketing, Email Marketing, & Digital Advertising)
Timeline
Library Media Specialist
Westport Public Schools
09.2023 - Current
Patient Support Specialist
Iqvia
01.2022 - 08.2023
Radiologic Technologist
Advanced Radiology
09.2019 - 01.2022
Sales & Marketing
Shindig Lighting
01.2012 - 09.2019
B.S. - Radiologic Sciences
Quinnipiac University
B.S. - Business Administration
Five Towns College
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