TRENEE HANSLEY

• Developed client relationships through proactive outreach, regular check-ins, and continued follow-up.
• Collaborated with internal teams such as sales, engineering, and marketing to develop customized solutions for customers' needs.
• Monitored customer activity to proactively address potential issues before they arise.
• Ensured customers were informed of any changes or updates related to their accounts or products.
• Responded promptly to all incoming inquiries from clients regarding product information or support requests.
• Facilitated communication between various departments in order resolve complex customer issues.
• Developed strong customer relationships to encourage repeat business.
• Solicited feedback from customers on their experience with products or services.
• De-escalated customer interactions by providing alternative solutions to issues.
• Maintained an in-depth knowledge of industry trends, competitors, and market conditions to provide strategic advice to clients.
• Provided product training and support to clients, enhancing their understanding and utilization of the company's software.
• Managed a portfolio of 50-60 key accounts, ensuring high levels of customer satisfaction and retention.

• Technical Support: Serves as first point of contact via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Demonstrates advanced product knowledge to solve customer issues.
• Devises incisive workarounds and resolutions for IT-related problems.
• Documents repair processes and helped streamline procedures for future technical support actions.
• Relationship Building: Develops and maintains strong relations with customers to meet quality expectations.
• Communication: Keeps customers informed about issue resolution progress and provides updated estimated times of resolution on ongoing basis.
• Works with internal team member to help resolve issues and deliver accurate information to customers.
• Continuous Improvement: Performs a variety of duties and responsibilities with accuracy and speed making sure to meet time-sensitive deadlines
• Consistently achieves the established performance KPI metrics for the role

• Continuous Improvement: Corrected excessive claim turnaround times (that were severely impacting quality) by identifying and championing process- simplification strategies. Resulted in turnaround time reduction from 30 days to 10 or fewer and customer satisfaction rating improvement from 80% to 95%
• Customer Service: Influenced profitable contract renewals by delivering customer service excellence. Earning recognition from high-profile clients for strong customer orientation
• Relationship Building: Liaised between employers and claimants building rapport to influence timely receipt of critical documentation and claim resolution. Leveraged appreciation for diversity and deep emotional intelligence to effectively manage cases
• Coaching & Mentoring: With the heart of a customer service representative, regularly volunteered to onboard new hires, transferring them to successful customer service II reps. Developed a series of templates to get new hires quickly up to speed
• Data Analytics: Tracked data to optimize workload distribution and qualify.

Gained valuable experience providing service to patients in a busy medical setting. Scheduled appointments, managed confidential patient records, and represented medical practice in a courteous and professional manner

• Medical System & Terminology: Knowledgeable in medical terminology, including terms used to describe body systems, chronic and infectious diseases, and surgical treatments
• Technical Industry Knowledge: Tech-savvy with experience accessing electronic health records (EHR), voice recognition software, and transcription software
• Written Communication: Organized with strong administrative, file management, and transcription skills. Health Insurance Portability and Accountability Act (HIPAA) – Adheres to the national standards for electronic health care transactions, the Privacy Rule, and the Security Rule
• Medical Billing and Health Insurance: Demonstrated understanding of the types of health insurance and the reimbursement process, including episode-of-care and fee-for-service methodologies
• Electronic Medical Records: Established knowledge of how to document administrative health information using electronic health record (EHR) software.