Michaela Daniels
Columbus,OH
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Success Specialist
Beyond Finance
10.2022 - 03.2026
- Managed a high-volume inbound/outbound call queue, providing empathetic, solution-focused support to clients navigating complex financial hardship programs.
- Applied active listening and de-escalation techniques to manage upset or distressed clients, maintaining professionalism and composure under pressure while restoring client confidence.
- Educated clients on product features, processes, and available options, demonstrating the communication clarity and training aptitude needed for onboarding new software users.
- Collaborated with cross-functional teams to resolve client issues effectively.
Retention Specialist
Breezeline
05.2020 - 07.2022
- Handled a full queue of inbound customer service calls, resolving inquiries, order changes, and cancellation requests with empathy and a first-call resolution focus, mirroring the support workflow of a SaaS client helpdesk.
- Retained at-risk clients through professional negotiation, identifying root concerns and presenting tailored solutions that balanced client satisfaction with company objectives.
- Maintained composure and positivity when handling difficult or dissatisfied clients, building rapport and trust that reduced churn and supported long-term retention goals.
Claims Representative
Humana
05.2015 - 03.2020
- Provided detailed program, benefits, eligibility, and claims information to members and providers via inbound calls, building foundational experience in healthcare client communication that directly aligns with hospice and pharmacy support.
- Researched and resolved claim inquiries, including denials, reconsiderations, and payment explanations, within established timeframes, ensuring provider satisfaction and compliance.
- Developed strong documentation habits and professional phone presence in a highly regulated healthcare environment, laying the groundwork for excellence in client-facing SaaS support.
Education
Associate of Science - Computer & Information Science
Cincinnati State Technical & Community College
Cincinnati, OH05-2020
Skills
- Inbound & Outbound Call Handling
- Client Relationship Management
- SaaS Troubleshooting & Support
- CRM & Salesforce
- De-escalation & Conflict Resolution
- Cross-functional Collaboration
- Knowledge Base Documentation
- Client Retention & Satisfaction
- MS Office Suite (Word, Excel, PowerPoint)
- Google Workspace
- Remote & Self-Directed Work
- KPI Achievement
Timeline
Customer Success Specialist
Beyond Finance
10.2022 - 03.2026
Retention Specialist
Breezeline
05.2020 - 07.2022
Claims Representative
Humana
05.2015 - 03.2020
Associate of Science - Computer & Information Science
Cincinnati State Technical & Community College