Selena Betts
Chamblee,GA
Summary
Proactive Customer Support Specialist with 4+ years of experience in software support, customer engagement, and healthcare operations. Adept at resolving technical and non-technical customer inquiries with efficiency and empathy. Skilled in troubleshooting, technical documentation, and fostering customer satisfaction. Eager to leverage technology and customer relationship management skills in a dynamic, fast-paced environment.
Overview
5
5
years of professional experience
Work History
Client Service Analyst
Dogwood Veterinary Specialty & Emergency
07.2023 - Current
- Enhance customer satisfaction and retention through proactive problem-solving and empathetic service delivery, guiding customers on available services and medical procedures specific to their needs.
- Traveled to local veterinary clinics to develop and nurture relationships, enhancing client base by 15% and driving referral growth
- Document client interactions and streamline case resolution across multiple channels via phone, email, and in-person while providing effective communication, collaboration, and customer service.
- Streamlined operations by implementing a multi-channel communication approach, ensuring timely resolution of inquiries and seamless coordination between pet owners, veterinary professionals, and insurance companies.
- Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
- Improved accuracy of patient data with meticulous record-keeping in veterinary practice management software.
- Worked effectively in fast-paced start-up environments.
Claims Adjuster
ManyPets Inc.
08.2022 - 07.2023
- Delivered technical and consultative support to policyholders, maintaining a 98% quality assurance rating.
- Facilitated strong relationships with policyholders and veterinary clinics, ensuring a seamless claims process and high client retention and customer satisfaction rates
- Conducted data analysis on claims trends, contributing to process improvements that reduced claim processing time by 10%
- Enhanced customer experience by providing clear and concise claim summaries, resolving conflicts, and proactively following up on inquiries
- Skilled at working independently and collaboratively in a team remote environment.
Front End Developer Apprenticeship
Quotum Technologies
01.2023 - 05.2023
- Collaborated on resolving software-related issues, contributing to enhanced functionality and system performance.
- Developed and maintained detailed technical documentation for software projects, aiding troubleshooting processes.
- Created and optimized responsive web pages, meeting project timelines and enhancing user engagement on client websites
Veterinary Assistant
Southern Veterinary Partners
08.2021 - 08.2022
- Utilized healthcare technology to manage workflows, ensuring seamless communication and task prioritization.
- Provided detailed client education on healthcare procedures, improving client understanding and satisfaction.
- Assisted in coordinating surgical procedures and diagnostic imaging, improving workflow efficiency by reducing preparation time
Veterinary Assistant/Customer Service Representative
VCA Inc.
01.2020 - 08.2021
- Diagnosed and resolved client issues related to appointments and procedures, maintaining high customer satisfaction.
- Improved internal system efficiency by accurately managing customer data and medical records.
- Enhanced client engagement and trust by providing detailed explanations of veterinary procedures
- Collaborated closely with support staff to address customer inquiries swiftly
Education
Bachelor of Science - Health Sciences
Spelman College
Atlanta, GA05.2021
Skills
- Customer Relationship Management (CRM)
- Customer Service Excellence
- Multi-Channel Communication
- Problem-Solving
- Conflict Resolution
- Technical Troubleshooting
- Remote Technical Support
- Data Analysis
- Product Knowledge
- Familiarity with Salesforce, Zendesk, and Slack
- Microsoft Office Suite
Timeline
Client Service Analyst
Dogwood Veterinary Specialty & Emergency
07.2023 - Current
Front End Developer Apprenticeship
Quotum Technologies
01.2023 - 05.2023
Claims Adjuster
ManyPets Inc.
08.2022 - 07.2023
Veterinary Assistant
Southern Veterinary Partners
08.2021 - 08.2022
Veterinary Assistant/Customer Service Representative
VCA Inc.
01.2020 - 08.2021
Bachelor of Science - Health Sciences
Spelman College
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