Stefanie Huff
Phoenix,AZ
Summary
Personable and dedicated Customer Service Representative. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Member Success Specialist
Sonic Boom Wellness
05.2022 - 11.2023
- Provided technical support to customers using SaaS products.
- Assisted with product onboarding, including account setup, feature configuration, and troubleshooting.
- Monitored inbound calls, emails, chat messages, and other channels for incoming customer requests.
- Identified opportunities to improve customer experience through process optimization or automation.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Member Service Advocate
Optum Rx (United Health Group)
11.2021 - 05.2022
- Provided customer service to members regarding inquiries related to pharmacy benefits and coverage.
- Reviewed and processed prescription benefit requests from medical providers, pharmacies and members.
- Researched, identified and resolved discrepancies between claims processing systems.
- Adhered to HIPAA regulations when handling confidential information related to patients' medical records.
- Provided guidance on resolving complex pharmacy benefit matters.
Advisor | Mentor
Transcom (Apple)
01.2017 - 10.2019
- Provided technical support to customers on Apple products.
- Resolved customer issues through troubleshooting techniques and escalated unresolved problems to senior technicians.
- Analyzed customer inquiries and responded with timely solutions in professional manner.
- Conducted diagnostic testing to identify software or hardware issues and provided appropriate solutions.
- Provided remote assistance using remote access tools.
Tier 2 Technical Support Specialist
Dish Network
06.2013 - 05.2016
- Handled escalated calls from Tier 1 Technical Support Specialists.
- Provided guidance to Tier 1 Technical Support Specialists when needed.
- Analyzed customer inquiries and identified solutions for technical issues.
- Diagnosed system errors and performed troubleshooting steps.
- Maintained records of customer service requests and document problems and solutions in knowledge base database.
Education
Bachelor of Science - Psychology
Grand Canyon University
Phoenix, AZSkills
- Problem Resolution
- Multitasking
- Microsoft Office Expertise
- Critical Thinking
- Relationship Building
- Time Management
- Customer Service
- Product Knowledge
- CRM Software
- Technical Support
Certification
- Computer Applications Certificate
- Office 365 Certificate
- Zendesk Administrator Certificate
- Customer Relationship Management Expert Certificate
Accomplishments
- Zendesk Support Satisfaction Score: 98.7%
- Zendesk Support Satisfaction Rating: 100.0%
Timeline
Member Success Specialist
Sonic Boom Wellness
05.2022 - 11.2023
Member Service Advocate
Optum Rx (United Health Group)
11.2021 - 05.2022
Advisor | Mentor
Transcom (Apple)
01.2017 - 10.2019
Tier 2 Technical Support Specialist
Dish Network
06.2013 - 05.2016
Bachelor of Science - Psychology
Grand Canyon University
- Computer Applications Certificate
- Office 365 Certificate
- Zendesk Administrator Certificate
- Customer Relationship Management Expert Certificate
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