Summary
Overview
Work History
Education
Skills
Timeline
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Miranda Minkler

Kansas City,MO

Summary

Proven Customer Success Specialist with a track record of enhancing customer satisfaction and streamlining processes at Vertikal RMS. Leveraged CRM software and exceptional problem-solving abilities to reduce churn rates and improve team performance. Recognized for building strong customer relationships and achieving key performance metrics, demonstrating both technical proficiency and interpersonal skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level management position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

18
18
years of professional experience

Work History

Customer Success Specialist

Vertikal RMS
09.2011 - 01.2024
  • Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
  • Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
  • Implemented process improvements that resulted in increased efficiency within Customer Success team.
  • Streamlined onboarding processes, reducing time-to-value for new customers while maintaining high levels of satisfaction.
  • Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
  • Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
  • Reduced churn rates by identifying at-risk customers and implementing targeted retention strategies.
  • Mentored new hires within Customer Success team contributing towards overall improvement in team performance and cohesion.
  • Improved response times by streamlining support processes and prioritizing urgent requests.
  • Delivered detailed reports on account progress/health allowing management to make informed decisions about resource allocation.
  • Updated account information to maintain customer records.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Worked with customers and engineering team to determine equipment needs and system requirements.
  • Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
  • Managed a portfolio of key accounts, ensuring timely issue resolution and consistent communication with stakeholders.
  • Promoted a positive brand image by consistently delivering exceptional customer service experiences.
  • Recognized as top performer, consistently meeting or exceeding key performance metrics for department.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Set aggressive targets for employees to drive company success and strengthen motivation.

Administrative Assistant

ENS Dental Labatory
02.2009 - 08.2011
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Created and maintained databases to track and record customer data.
  • Executed record filing system to improve document organization and management.
  • Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
  • Processed customer orders accurately and within agreed timeframes to meet service standards.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Receptionist/Medical Records Clerk

Mid-American Physicians MAP
06.2006 - 02.2009
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Helped patients complete necessary medical forms and documentation.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Managed high call volumes, directing calls to appropriate departments while maintaining polite and professional demeanor.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Maintained current and accurate medical records for patients.
  • Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
  • Completed patient referrals to other medical specialists.
  • Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
  • Streamlined appointment scheduling for improved patient flow and reduced wait times.
  • Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
  • Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
  • Maintained patient records systems by archiving, scanning and indexing important documents and files.
  • Sorted and distributed incoming and outgoing medical records.
  • Reviewed medical records for completeness and filed records in alphabetic and numeric order.

Education

No Degree - Medical Transcription

Brown Mackie College
Lenexa, KS
03.2022

High School Diploma -

Bonner Springs High School
Bonner Springs, KS
05.1998

Skills

  • Report Generation
  • Team Development
  • Computer Proficiency
  • Microsoft Office Suite
  • Critical Thinking
  • Microsoft Excel
  • Data Entry
  • Microsoft Outlook
  • Customer Relationship Management (CRM)
  • Staff Training
  • Conflict Resolution
  • Account Management

Timeline

Customer Success Specialist

Vertikal RMS
09.2011 - 01.2024

Administrative Assistant

ENS Dental Labatory
02.2009 - 08.2011

Receptionist/Medical Records Clerk

Mid-American Physicians MAP
06.2006 - 02.2009

No Degree - Medical Transcription

Brown Mackie College

High School Diploma -

Bonner Springs High School

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Miranda Minkler