Noelle West
San Jose,CA
Summary
Dynamic Manager with extensive experience in process implementation and innovation management. Recognized for exceptional problem-solving skills and a robust understanding of organizational policies and procedures. Expertise in employee performance evaluation and project oversight has led to significant improvements in operational efficiency. Committed to driving continuous improvement and fostering a culture of innovation.
Overview
20
20
years of professional experience
Work History
Manager, Customer Support Specialists
Health Gorilla
Mountain View
02.2022 - Current
- Company Overview: (SAAS)
- Managing and directing a team of four highly skilled Customer Support/Technical Specialists remotely
- One-on-one meetings with staff to provide feedback and mentoring
- A point of escalation for all issues related to customer and technical support
- Ensured the support team received clear direction and leadership daily
- Identifying areas within the department where procedures and systems may be improved
- Responsible for gathering and distributing informational reports to management monthly
- Ensure that customer service levels are met
- Develop and refine SOPs for customer and technical support
- Recruiting and training of new employees
- Document pain points for sharing with other departments within the organization
- Collaborate closely with other departments to resolve complex client inquiries daily
- Providing customers with comprehensive technical support and product assistance
- (SAAS)
Reimbursement Patient Access Specialist
Guardant Health
Redwood City
08.2020 - 02.2022
- Company Overview: (Biotech)
- Receive and respond to telephone and email inquiries from physician offices, insurance companies, sales representatives, and patient’s inquiries
- Check incoming requisitions for insurance, Medicare, Medical, etc
- Patient eligibility
- Contact clients and patients to obtain or verify billing data
- Contact clients and patients with information on our Financial Assistance Program
- Export data from LIMS; upload data into various applications for benefits eligibility and patient information
- Document all phone calls and follow up activities
- Contact physicians and other medical personnel to obtain missing information pertaining to billing
- Adhere to Standard Operating Procedures (SOP’s) pertaining to Client Services requirements
- Perform quality checks to ensure accuracy of data entry
- Appropriately field calls for reimbursement and billing
- Other administrative duties
- Verify incoming requisitions for payment type and data accuracy
- (Biotech)
Customer Service Manager
IGeneX, Inc.
Milpitas
01.2019 - 04.2020
- Company Overview: (Biotech)
- Leading and maintaining a highly skilled team of 5 Customer Service Representatives
- Implemented call center within the three customer-facing departments, Billing, Customer Service, and Specimen Processing
- Monitored daily call stats and provided real-time feedback to staff as well as individual coaching when needed
- Monthly one on one’s with staff to provide feedback and mentoring
- Performed staff competency assessments and provided group and individual goals to staff
- Point of escalation for all customer service issues
- Provided clear leadership and directions to the customer service team on a daily basis
- Actively identifying areas where procedures and systems can be improved within the Customer Service department
- Responsible for writing/updating Customer Service SOP's
- Responsible for gathering and distributing informational reports on a monthly basis to management
- Hiring of new staff/training and development
- Assist with call’s and provided support when necessary
- Attended monthly board meetings to provide updates on the Customer Service Department
- Assisted the lab personnel with receiving, unpacking, and recording patient samples upon receipt
- HIPAA trained and certified
- (Biotech)
Customer Operations and Services Manager
CardioDx Inc.
Redwood City
12.2017 - 01.2019
- Company Overview: (Biotech)
- Leading and maintaining a highly skilled team of 7 Customer Service Representatives in California and North Carolina
- Point of escalation for all customer service issues
- Provided clear leadership and directions to the customer service team on a daily basis
- Monitored daily call stats and provided real-time feedback to staff as well as individual coaching when needed
- Monthly one on one’s with staff to provide feedback and mentoring
- Performed staff competency assessments and provided group and individual goals to staff
- Actively identifying areas where procedures and systems can be improved within the Customer Service department
- Responsible for writing/updating Customer Service SOP's
- Responsible for gathering and distributing informational reports on a daily basis to customer service and management team
- Hiring of new staff/training and development
- Primary contributor to development of new ERM for lab and COS integration
- Actively worked with quality control on quality assurance procedures to ensure that Customer Operations and Services was consistently compliant with applicable local, state and federal accessioning requirements
- Assisted lab personnel with receiving, unpacking and recording patients’ samples upon receipt
- Bi-weekly meetings with Lab Manager to ensure both Customer Operations and Services and the lab were working cohesively together
- Provided updates to the CEO, on major projects assigned to the department
- HIPAA trained and certified
- (Biotech)
Customer Operations and Services Supervisor
CardioDx Inc.
Redwood City
01.2013 - 12.2017
- Company Overview: (Biotech)
- Ensures adequate phone coverage, including making decisions regarding scheduling changes
- Ensure proper training of personnel, as well as assisting with writing work instructions following department policies and processes
- Support staffing through candidate evaluations, conducting interviews and collaborating on staffing decisions
- Field incoming calls regarding a wide variety of topics such as general company information, blood draws instructions, basic information about CardioDx’s test, product complains and questions about test results and reimbursement
- Motivate Customer Service team to exceed both individual and department goals
- Work closely with Laboratory Operations to receive and accession all new blood samples that arrive daily
- Point of escalation for all customer service issues
- Work with clinical customer and patients to resolve missing or inaccurate information provided on Test Requisition Forms
- Execute inventory shipments, track subsequent movements in the field and research/resolve discrepancies
- Provide support for field based Genomic Sales Specialists
- HIPAA trained and certified
- (Biotech)
Sr. Customer Support
Picarro, Inc.
Santa Clara
08.2011 - 01.2013
- Company Overview: (Environmental Device)
- Responds to and investigates customer inquiries, concerns, and issues via phone, fax, and e-mail in a timely and courteous manner
- Manages the order entry process from obtaining the purchase order, comparing it to the quote and invoice
- Receives, records, and routes customer orders/changes in an appropriate manner
- Generates or amends contracts
- Enter new part numbers or update existing part numbers with accurate hierarchy and other details into ERP/billing system
- Assist with requests on pricing, shipping, product availability, terms and conditions, stock issues & order expedites
- Creates invoices and ensures invoices are free of financial and factual errors
- Understand payment and freight terms
- Handle customer complaints and problems
- Collaborate both with Sales team, Operations and other departments such as Finance and Shipping to find the best way to resolve issues
- (Environmental Device)
Lead Customer Operations and Services Representative
CardioDx Inc.
Redwood City
06.2010 - 08.2011
- Company Overview: (Biotech)
- Field incoming calls regarding a wide variety of topics such as general company information, blood draw instructions, basic information about CardioDx’ s test, product complaints and questions about test results and reimbursement
- Work closely with Laboratory Operations to receive and accession (data entry) all new blood samples that arrive daily
- Work with clinical customers and patients to resolve missing or inaccurate information provided on Test Requisitions Forms
- Execute inventory shipments, track subsequent movements in the field and research/resolve discrepancies
- Provide support for field-based Territory Managers
- Responsible for gathering and distributing informational reports on a daily basis to the management team
- (Biotech)
Product Support Specialist
ArthroCare Corporation
Sunnyvale
07.2005 - 06.2010
- Company Overview: (Biotech, Medical Device)
- Primary contact for Product Support, Customer Service and Technical Support, as well as Logistics needs for the entire ArthroCare line of products
- Responsible for managing and resolving all customer complaints and issues
- Manage RMAs (return material authorization) for customers needing product repairs or product returns
- Perform in depth research on complicated and large returns from customers
- Contact customers if any changes or service issues arose with their order
- Follow up on logistics issues, including lost, late or missing items in shipments directly to the customer
- Provide in depth technical and product support to customers (sales agents) when needed on all product lines
- Responsible for Product Training and Continuous Education on all Arthrocare Products to the Customer Service Department either on site or via Web Ex
- Assist with the implementation of current operating system, SAP
- Responsible for writing and updating current Policies and Procedures
- Assist with setting up the RMA infrastructure
- Train incoming specialists including managers on RMA policies and procedures
- (Biotech, Medical Device)
Education
Diploma -
Wilcox High School
Business Management -
De Anza College
Skills
- Proficient in Microsoft Office
- Experienced Visio User
- Zendesk Customer Support Management
- Service Desk Optimization Using Jira
- Salesforce Proficiency
- WABAN LIMS Proficiency
- MELIMS Proficiency
- Proficient in Slack
- Skilled in Atlassian Applications
Timeline
Manager, Customer Support Specialists
Health Gorilla
02.2022 - Current
Reimbursement Patient Access Specialist
Guardant Health
08.2020 - 02.2022
Customer Service Manager
IGeneX, Inc.
01.2019 - 04.2020
Customer Operations and Services Manager
CardioDx Inc.
12.2017 - 01.2019
Customer Operations and Services Supervisor
CardioDx Inc.
01.2013 - 12.2017
Sr. Customer Support
Picarro, Inc.
08.2011 - 01.2013
Lead Customer Operations and Services Representative
CardioDx Inc.
06.2010 - 08.2011
Product Support Specialist
ArthroCare Corporation
07.2005 - 06.2010
Diploma -
Wilcox High School
Business Management -
De Anza College
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