Stefanie Huff
Glendale,AZ
Summary
Customer Support and Member Advocacy Specialist with a proven track record of maintaining high satisfaction ratings across SaaS, healthcare, and technical support platforms. After a planned career pause for family caregiving, I am fully prepared to return to the workforce. Skilled in Zendesk administration, complex issue resolution, and delivering empathetic, high-quality member care in fast-paced environments.
Overview
13
13
years of professional experience
3
3
Certifications
Work History
Career Break
Family Caregiver
01.2024 - Current
- Managed household operations, family scheduling, and full-time caregiving responsibilities.
- Maintained and updated core professional skills in customer support systems, CRM tools, and self-paced technical learning.
Member Success Specialist
Sonic Boom Wellness (Premise Health)
Remote
05.2022 - 01.2024
- Leveraged Certified Zendesk Admin skills to manage support workflows, ticketing, and account administration efficiently.
- Consistently maintained a 90%+ customer satisfaction (CSAT) rating by delivering fast, high-quality member support.
- Authored Knowledge Base (KB) articles and instructional videos to streamline user onboarding and drive self-service resolution.
- Managed core platform operations, including Smart Card data loading and user account configurations.
- Drove member adoption and client engagement across corporate wellness programs and SaaS features.
- Collaborated with internal teams to resolve technical platform issues and improve the overall member experience.
Member Service Advocate
Optum Rx United Health Group
Remote
11.2021 - 05.2022
- Assisted members with prescription benefits, medication coverage, and formulary options while maintaining top-tier satisfaction scores.
- Resolved high-volume inquiries regarding prescription orders, claims, and prior authorizations with market-leading accuracy and resolution speed.
- Maintained low average handle times (AHT) while accurately documenting member interactions in compliance with HIPAA standards.
- Guided members step-by-step through digital self-service tools, online account management, and mail-order delivery tracking.
- Partnered with clinical, pharmacy, and billing teams to quickly resolve complex coverage disputes and delivery delays.
- De-escalated sensitive healthcare calls with empathy and efficiency to ensure continuous access to essential care.
Technical Support Advisor | Mentor
Transcom
Remote
01.2017 - 10.2019
- Provided technical support for Apple products, including iPhone, iPad, Mac, Apple Watch, and iOS/macOS systems.
- Diagnosed and resolved complex hardware and software issues, guiding customers step-by-step through clear, easy-to-follow instructions.
- Resolved high-volume inbound inquiries regarding account recovery, Apple ID management, cloud syncing, and device setups.
- Documented customer cases and technical steps accurately in internal ticketing systems while ensuring data privacy.
- Guided users through self-service options, system updates, factory resets, and software installation.
- De-escalated frustrated customers with patience and empathy, ensuring a high-quality customer experience and brand loyalty.
Technical Support Representative
Dish Network Corp
Alvin, TX
06.2013 - 05.2016
- Assisted customers with technical troubleshooting for satellite TV, receivers, remotes, and equipment setup.
- Resolved high-volume inquiries regarding signal issues, channel packages, billing, and account management.
- Documented customer interactions and troubleshooting steps in the CRM ticketing system accurately and efficiently.
- Guided customers step-by-step through self-service options, system resets, and device configurations over the phone.
- Partnered with field technicians and Level II support to escalate and resolve complex technical or signal outages.
- De-escalated frustrated callers with patience and clear communication to ensure customer retention and satisfaction.
Claims Care Representative
Safelite Auto Glass
Remote
03.2024 - 06.2024
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues, enhancing customer satisfaction.
- Facilitated scheduling of appointments for auto glass repairs and replacements, ensuring a smooth customer experience.
- Maintained accurate records of customer interactions and transactions using CRM software.
- Coordinated with team members to streamline workflow and enhance service delivery.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Assisted customers in scheduling appointments for auto glass repairs and replacements.
Skills
- Zendesk (Admin Certified) & CRM Ticketing Systems
- Knowledge Base Creation & Documentation
- Microsoft 365 & Google Workspace
- Asana & Workflow Management Tools
Technical & Tools
- High-Volume Issue Resolution & Inquiry Management
- De-escalation & Empathetic Communication
- Customer Satisfaction (CSAT) & Quality Assurance
- User Onboarding & Digital Tool Guidance
Customer Experience & Support
Timeline
Claims Care Representative
Safelite Auto Glass
03.2024 - 06.2024
Career Break
Family Caregiver
01.2024 - Current
Member Success Specialist
Sonic Boom Wellness (Premise Health)
05.2022 - 01.2024
Member Service Advocate
Optum Rx United Health Group
11.2021 - 05.2022
Technical Support Advisor | Mentor
Transcom
01.2017 - 10.2019
Technical Support Representative
Dish Network Corp
06.2013 - 05.2016
Bachelor of Science - Psychology
Grand Canyon University
Certifications & Professional Development
- Zendesk Certified Administrator (2022)
- Customer Relationship Management (CRM) Expert Certificate
- Microsoft Office 365 & Computer Applications