Tessa Leger

• Built the foundation for the company’s support team as the first support hire, including ticketing processes, workflow optimization, knowledge base creation, and onboarding materials for future hires
• Educate and empower healthcare providers through ticketing systems, chat, and email
• Create and maintain over 200 internal and provider-facing knowledge base articles
• Identify trends and insights to inform process improvements and enhance provider experience
• Implement metrics to ensure timely responses and resolutions for provider inquiries
• Collaborate cross-functionally to resolve product bugs, implement feature requests, and ensure credentialing and billing processes are accurate and on track

• Deliver exceptional customer experience by advising, guiding, and instructing customers for optimal use of Alma’s services
• Advocate for the customer by ensuring ongoing satisfaction and experience
• Improve overall customer satisfaction by identifying trends, root cause issues, and improvement opportunities
• Manage daily queue while regularly exceeding required metrics and QA scores
• Utilize Alma’s systems, product lines, and brand for effective workflows in daily customer operations

• Onboarded new hires to build confidence and proficiency in systems, tools, and workflows
• Strengthened team knowledge by training members on new company policies and operational processes
• Identified learning gaps by monitoring new team members across multiple locations and providing targeted support
• Developed and maintained over 100 internal knowledge base articles for a digital healthcare platform
• Collaborated with cross-functional stakeholders to align on product releases and process updates

• Educated members on program policies, enhancing overall understanding and engagement.
• Fostered a collaborative community through organized member events and activities.
• Managed communication channels, ensuring timely responses to member inquiries.
• Guided new members through onboarding consultations, facilitating smooth transitions.
• Provided administrative and technical support as primary contact for members.