Valerie Jackson
Houston,TX
Summary
Adept at driving customer satisfaction and team productivity, I leveraged proactive approaches and innovative problem-solving at Innovative Office Solutions to enhance support systems and client retention. Skilled in staff training and task delegation, my strategies significantly improved service response times and fostered a culture of continuous improvement.
Overview
14
14
years of professional experience
Work History
Product Support Supervisor
Innovative Office Solutions
08.2018 - 08.2024
- Collaborated with sales teams to coordinate seamless transitions of new clients into the support system, minimizing potential disruptions during onboarding phases.
- Developed and maintained strong relationships with clients for better customer satisfaction and retention.
- Established an escalation process to ensure timely resolution of critical issues affecting customers'' operations.
- Created a culture of continuous improvement by introducing innovative problem-solving techniques that resulted in enhanced productivity levels among staff members.
- Coordinated cross-functional collaboration with product development teams, providing input on product improvements based on customer feedback.
- Managed a team of product support specialists, ensuring timely resolution of customer issues.
- Implemented strategies to reduce response times for customer inquiries, enhancing overall customer experience.
Technical Support Representative
Sutherland Global
08.2015 - 07.2018
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
Reimbursement Specialist
Genetec Inc
11.2010 - 11.2013
- Provided exceptional customer service when responding to patient inquiries about reimbursement status and procedures.
- Identified trends in reimbursement denials, recommending process improvements to minimize future occurrences.
- Supported company objectives by maintaining compliance with all relevant state and federal regulations governing medical billing practices.
- Advanced internal communication channels by sharing best practices among colleagues, fostering an environment of continuous learning and improvement.
- Maintained comprehensive knowledge of healthcare billing practices, staying current on industry updates and changes in regulations.
- Contributed to increased team productivity by consistently meeting or exceeding individual processing goals.
- Coordinated with insurance providers to verify customer's policy benefits in relation to claims.
- Improved departmental accuracy through meticulous attention to detail while reviewing claims submissions.
Education
Bachelor Of Applied Science - Business Administration And Management
Blinn College
Brenham, TXSkills
- Team motivation
- Staff Training and Development
- Ticket management
- Task Delegation
- Customer satisfaction measurement
- Proactive Approach
Timeline
Product Support Supervisor
Innovative Office Solutions
08.2018 - 08.2024
Technical Support Representative
Sutherland Global
08.2015 - 07.2018
Reimbursement Specialist
Genetec Inc
11.2010 - 11.2013
Bachelor Of Applied Science - Business Administration And Management
Blinn College
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