Tonya Clark
Jefferson,LA
Summary
Goal-oriented Client Success Manage is adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring 17 years of experience and take on a challenging new role.
Overview
22
22
years of professional experience
Work History
Client Service/Success Manager
Impact Behavioral Health Service
08.2015 - 05.2023
- Provide exceptional support and suggestions on a client-by-client basis
- Achieved an average of 98% CSAT goal each quarter by proactively monitoring customer satisfaction
- Provide confidential support via live chat, email, and face-to-face
- Escalate customer feedback to senior staff
- Investigate sensitive matters adhering to company guidelines
- Take ownership of a fast-paced work environment successfully reaching target goals
- Maintained a high level of understanding regarding industry trends, legislation, compliance, and competitor activity.
- Assisted clients with strategic processes and provided them with the necessary tools to achieve success.
- Utilized customer feedback to inform changes and improvements to customer success plans.
Billing Reimbursement Specialist
Froedtert & Medical College Of WI
06.2001 - 06.2015
- Partnered with merchants to organize critical goals by streamlining key components
- Maintained workload statistics and other data for departmental records.
- Analyzed accounts for various requests and accounted for resolution.
- Utilized multiple PC applications throughout day.
- Trained department employees in proper billing and accounting procedures.
- Monitored and documented accounts receivable trends and account-specific profitability.
- Created documents in accordance with payer guidelines and submitted to appropriate parties.
- Guided office staff on how to effectively complete prior authorization forms and appeals documentation to achieve positive results.
- Collaborated with customers to resolve disputes.
Service Flow Coordinator
Froedtert & Medical College Of WI
06.2010 - 06.2015
- Trained staff
- Prepared weekly schedules
- Prepared simple, routine memoranda letters, labels, routine manuscripts, and correspondence.
- Maintained workload statistics and other data for departmental records.
- Engaged with other leaders throughout the day.
- Collaborated with internal departments to ensure a positive rapport was established
- Utilized CRM software to document, manage, and track customer accounts
- Reconciled and entered clinic and surgical data with less than a 3% margin of error
- Triage account records and inquiries via phone or email
Education
University of Phoenix
2008
Skills
- PROFESSIONAL SKILLS
- Adaptability
- Exceptional Communication
- Customer Service
- Critical thinking
- Multitask
- Problem Solving
- Risk Management
VOLUNTEER
VOLUNTEER EXPERIENCE
Second Harvest of Greater New Orleans
- Food Distribution
- Community engagement
- Increase support for the neighboring community.
- Participated in volunteer orientations and training sessions to learn about organizational changes and mission updates.
Cultural Aid NOLA
- Community food distribution, toiletries, and household products
- Participated in community events and activities to increase awareness of available social services.
- Assisted in the implementation of community support services in alignment with needs.
Timeline
Client Service/Success Manager
Impact Behavioral Health Service
08.2015 - 05.2023
Service Flow Coordinator
Froedtert & Medical College Of WI
06.2010 - 06.2015
Billing Reimbursement Specialist
Froedtert & Medical College Of WI
06.2001 - 06.2015
University of Phoenix
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