Tierney Geller

- Prioritize single message resolutions for patient

- Provide thoughtful, expert, destigmatizing, and gender-affirming care that celebrates and enhances the quality of life for every individual.

- Understand patient's personal circumstances while being empathetic to their needs

- Contact providers with patient information while assuring the patient will be in contact at the provider's earliest availability

- Manage appointment bookings

- Collect vitals and onboard patients

- Managed platforms such as Yotpo, Delighted, Instagram DM's, CSAT scores and KPI information.

- Create and implement training for new hires both on internal and external teams

- Work closely with operations and logistics team to ensure our customers are provided the most accurate information

- Handled all escalated customer inquirers via text, email, phone, live chat, and Zendesk.

- Reported weekly CSAT scores to our team members and reported to our CEO with information.

- Provided weekly training with third party agents on new product launches, releases, walked them through ways of improvement, etc.

- Collected NPS information