Mikaela Webb
Rancho Mission Viejo,CA
Summary
Dedicated Customer Service Specialist with experience providing exceptional support via phone, email, and live chat. Adept at assessing customers' needs, with proven skills in maximizing customer satisfaction and retention, analyzing data reports, and solving complex problems. Am able to thrive in fast-paced, environments, and am highly experienced in creating effective processes, prioritizing daily tasks, and organizing workspaces. Excels at providing top-level support, result-based solutions, and maintaining relationships to ensure loyalty and company growth while maintaining confidential information.
Overview
8
8
years of professional experience
Work History
Customer Support Associate II
Klarity Health
02.2022 - 02.2023
- Answering phone and customer inquiries.
- Maintain confidential information.
- Responded to patients' inquiries using email, ticketing system, and live chat.
- Handled < 80 patient cases daily, consistently maintaining a rolling resolution metric rate of 96%.
- Reconciled patient billing disputes and inquiries.
- Processed insurance verification and Prior-Authorizations.
- Research and identify solutions to SaaS company startup pain points, increasing patient satisfaction by 42% within 1st-year of employment.
- Provided practitioners with feedback regarding patient appointments, treatment, and services.
- Trained new employees on company software, policies, and servicing live chat.
- Utilized customer service software to manage and track customer satisfaction and agent metrics.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Updated account information to maintain customer records using HIPAA-compliant EHR system.
- Implemented and developed customer service training processes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Approved and terminated customer contracts upon request.
Private Chef
Chef Services OC
01.2018 - 07.2021
- Assisted with answering phone and email.
- Helped run website and social media.
- Increased customer retention by 32%.
- Developed kitchen staff through training, disciplinary action, and performance coaching's.
- Interacted with guests to obtain feedback on product quality and service levels.
- Coordinated detailed menu plans based on customer dietary restrictions.
- Maintained records documenting grocery budget, menus, and time worked.
Caregiver
Emma Evans
01.2015 - 01.2018
- Organized 10-15 extracurricular activities for sports and classes, providing safe transportation to different events.
- Kept structured schedule.
- Provided developmentally appropriate activities for children that helped develop positive social abilities and life-long learning skills.
- Balanced family schedules every 7 days using online scheduling software increasing productivity by 23% weekly.
Education
High School Diploma -
Irvine High School
Irvine, CA06.2012
Skills
- Verbal communication
- Time Management, Task Prioritization & Organization
- Multi-tasking
- Customer Service & Conflict Resolution
- Leadership & Training
- Technical Support & Helpdesk
- Ticketing Systems & CRM
- Product knowledge
- Account Management
- Electronic Medical Records (EHR)
- HIPPA compliance
Timeline
Customer Support Associate II
Klarity Health
02.2022 - 02.2023
Private Chef
Chef Services OC
01.2018 - 07.2021
Caregiver
Emma Evans
01.2015 - 01.2018
High School Diploma -
Irvine High School
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