Summary
Skills
Overview
Work History
Education
Timeline
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Mikaela Webb

Mikaela Webb

Customer Support Specialist
Mission Viejo,CA

Summary

Dedicated Customer Service Specialist with 8+ years of 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.

Skills

  • Strong Verbal & Written Communication
  • Complex Problem-Solving
  • Time Management, Task Prioritization & Organization
  • Quality Assurance
  • Multi-tasking
  • Customer Service & Conflict Resolution
  • Leadership & Training
  • Technical Support & Helpdesk
  • Ticketing Systems & CRM
  • Product knowledge
  • Account Management
  • Electronic Medical Records (EHR)

Overview

8
8
years of professional experience

Work History

Customer Support Associate II

Klarity Health
, Remote
07.2021 - Current
  • Responded to patients' inquiries using email, ticketing system, and live chat.
  • Handled < 80 patient cases daily, consistently maintaining 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.

Customer Success Specialist

Study.com
, Remote
12.2017 - 07.2021
  • Created and implemented processed focused on customer retention; improved retention rate 43%.
  • Presented technical presentations and webinars to demonstrate product features and benefits.
  • Worked with customers and engineering to implement agent workflows that increased customer satisfaction and reduced hold times to less than 60 seconds.
  • Provided exceptional customer support to internal staff and external customers; clarifying customer issues to determine root cause of problems and resolve product or service complaints.
  • Assisted customers in troubleshooting product issues and provided timely technical support.
  • Wrote detailed technical documentation for company products.

Private Chef

Chef Services OC
Lake Forest, CA
01.2018 - 07.2021
  • Implemented and enforced food safety, sanitation, and hygiene policies to protect diners and kitchen staff.
  • Increased customer retention by 32%.
  • Prepared delicious, fresh, and visually appealing entrees for discerning customers
  • Handled high-volume rush periods with organized approach and excellent cooking abilities
  • Prepared and cooked over
  • Developed kitchen staff through training, disciplinary action, and performance coaching's.
  • Monitored stock of food items, supplies, and equipment and placed orders to maintain optimal levels of performance.
  • Interacted with guests to obtain feedback on product quality and service levels.
  • Kept kitchen equipment properly maintained and monitored usage to prevent breakdowns
  • Operated and maintained kitchen equipment with focus, maintaining OSHA safety and sanitation standards.
  • Coordinated detailed menu plans based on customer dietary restrictions.
  • Maintained records documenting grocery budget, menus, and time worked.

Caregiver

Emma Evans
Costa Mesa, CA
01.2015 - 01.2018
  • 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.
  • Managed laundry duties, preserving clothing using specialized stain-removing techniques.
  • Kept home environment neat, clean, and optimal for children's development, minimizing germs and contaminants with daily scheduled sanitization.
  • Boosted academic success, helping with homework, projects, and test preparation; improving overall grade average to 80%.
  • Worked with parents to develop and implement discipline programs to promote positive behavior.
  • Organized 10-15 extracurricular activities for sports and classes, providing safe transportation to different events.

Education

High School Diploma -

Irvine High School
Irvine, CA
06.2012

Timeline

Customer Support Associate II

Klarity Health
07.2021 - Current

Private Chef

Chef Services OC
01.2018 - 07.2021

Customer Success Specialist

Study.com
12.2017 - 07.2021

Caregiver

Emma Evans
01.2015 - 01.2018

High School Diploma -

Irvine High School

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Mikaela WebbCustomer Support Specialist