Tina Zadron
Aurora,CO
Summary
Results-driven technical and customer support professional with 10 years of experience. Proven track record as a Highest Performer, excelling in problem-solving and delivering exceptional service. Thrive in fast-paced environments, maintaining data confidentiality and building positive relationships through strong communication and conflict resolution skills.
Overview
10
10
years of professional experience
Work History
Member Support Specialist
Hotel Engine
09.2020 - 09.2022
- Consistently recognized as top performer, awarded Highest Performer each quarter.
- Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated with cross-functional teams to address complex issues, resulting in seamless member interactions.
- Proactively identified potential issues affecting members and escalated them to appropriate departments for swift resolution.
- Assisted in the development of training materials for new hires, boosting overall team proficiency levels within the department.
- Contributed to the improvement of member retention rate by delivering exceptional support experiences.
- Maintained detailed records of all member interactions, ensuring accurate documentation for future reference or follow-up actions needed.
- Served as a liaison between internal departments including billing, technical support, sales and marketing when necessary to resolve customer escalations.
- Increased first-call resolution rates by utilizing comprehensive knowledge of company policies and procedures.
- Assisted with the implementation of new support software tools, leading to more efficient case management and improved customer experience.
- Nurtured a positive work environment that promoted collaboration among colleagues and fostered a culture focused on continuous improvement.
- Managed high call volumes while maintaining a professional demeanor and providing accurate information to each caller.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Conducted regular audits of support tickets, ensuring all cases are assigned and resolved in a timely manner.
Call Center Representative
Denver Health
01.2013 - 01.2021
- Received 15 Hero of the Heart Awards for outstanding customer service.
- Set a record by resolving 260 customer issues in one shift, consistently delivering exceptional customer service.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Trained new personnel regarding company operations, policies and services.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Handled sensitive patient information with accuracy and confidentiality, ensuring compliance with HIPAA regulations.
Education
Associate of Science -
Community College of Denver
Denver, COSkills
- Extensive experience in SaaS customer support
- Patience and composure
- Exceptional communication
- Sales Support
- Transaction Processing
- Call Documentation
- Billing Adjustments and Refunds
- Identifying and implementing process enhancements to improve operational efficiency
- Problem-solving aptitude
- Effective collaboration with global teams to maintain productivity
- Customer Data Confidentiality
- Proficient in help-desk tools like Zendesk, CRM systems, EPIC, Salesforce, Slack, Outreach, Stripe and Hyperspace with a proven ability to quickly adapt to new technologies
Timeline
Member Support Specialist
Hotel Engine
09.2020 - 09.2022
Call Center Representative
Denver Health
01.2013 - 01.2021
Associate of Science -
Community College of Denver
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