Salena Mergruen
Rowlett,TX
Summary
Seeking Client Support Specialist role with 7 years of experience in customer care and technical support. Excelled in providing client support for transportation and medical technology sectors, managing accounts, and ensuring product compliance. Skilled in data analysis, coaching, mentoring, and multi-state insurance claim handling.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Behavioral Therapist
Action Behavior Centers
09.2024 - Current
- Provided one-on-one Applied Behavior Analysis (ABA) therapy for neurodivergent clients in clinical setting.
- Implemented individualized treatment plans developed by clinical supervisors to serve patients with diverse needs.
- Developed and maintained clear, individualized documentation on each patient.
Customer Care Specialist
TransLoc
10.2022 - 01.2024
- Maintained and managed client accounts for various transportation applications, contributing to seamless user experiences and operational efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Directed customers to appropriate departments for additional support
Technical Support Specialist
Cepheid
09.2020 - 10.2022
- Delivered technical support for molecular diagnostic instruments, ensuring operational efficiency in laboratory and clinical settings
- Conducted comprehensive data collection from diagnostic equipment to inform service improvements, customer support strategies, and analyzed data to facilitate troubleshooting and enhance user experience.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
Compliance Specialist
MHW Ltd.
07.2019 - 06.2020
- Managed submission of alcoholic beverage labels to ensure adherence to U.S
- Government regulations, facilitating nationwide product launches and distribution
- Assisted in regulatory aspect of product introductions, guaranteeing alignment with state laws and contributing to seamless market entry of client offerings.
Service Representative
Geico
02.2016 - 06.2019
- Managed diverse range of car insurance claims across multiple jurisdictions, ensuring accurate determination of liability and fault
- Conducted comprehensive training for incoming service representatives, equipping them with necessary skills and knowledge for effective performance.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Education
Associate of Applied Science - Biotechnology
El Centro Community College
Dallas, TX06.2013
Skills
- Fluent in SQL
- Quality Assurance
- First Call resolution
- Data Entry
- Database Research
- Product Education
- Call center experience
- Documentation And Reporting
- Problem Resolution
- Customer Relationship Management
- Customer service excellence
- Product support
- CRM Software
- Complaint Handling
- Inbound Customer Service
Certification
Google Data Analytics Professional Certificate, Coursera, 2023
Timeline
Behavioral Therapist
Action Behavior Centers
09.2024 - Current
Customer Care Specialist
TransLoc
10.2022 - 01.2024
Technical Support Specialist
Cepheid
09.2020 - 10.2022
Compliance Specialist
MHW Ltd.
07.2019 - 06.2020
Service Representative
Geico
02.2016 - 06.2019
Associate of Applied Science - Biotechnology
El Centro Community College
Google Data Analytics Professional Certificate, Coursera, 2023
Similar Profiles
Mayckel HernandezMayckel Hernandez
Registered Behavior Technician at Action Behavior CentersRegistered Behavior Technician at Action Behavior Centers
DENI MCCONNELLDENI MCCONNELL
Registered Behavior Technician at Action Behavior CentersRegistered Behavior Technician at Action Behavior Centers
Mia MasonMia Mason
Registered Behavioral Therapist at Action Behavior CentersRegistered Behavioral Therapist at Action Behavior Centers