With a dynamic blend of technical prowess and customer-centric ethos; I bring forth a wealth of experience as a client support professional- specializing in various CRM platforms such as Slack, HubSpot, and Jira. My journey in the realm of Client Support and Sales Engineering has been marked by a relentless pursuit of understanding client needs, as well as delivering tailored solutions that drive satisfaction and results. Skilled in cold calling, B2B/B2C interactions, and adept at generating and qualifying leads; I thrive in both pre-sale and post-sale environments to ensure a seamless transition from prospecting to implementation. With a keen eye for market dynamics and a knack for data analysis, I can fulfill any business objective while fostering client relationships.
In my recent role as a Sales Engineer trainee at Careerist, I honed my abilities in leveraging CRM technologies to address client pain points effectively. In addition, my mentors at Careerist recognized my aptitude for executing a consumer-focused sales approach via my technical demonstrations; which earned me the ‘Extraordinary Intern Award’. My prior experiences at Bluestar Telehealth and Apex Systems, for example, equipped me with the agility to navigate diverse customer landscapes; consistently achieving high conversion rates and surpassing service excellence benchmarks. Noteworthy achievements include spearheading outbound lead generation initiatives, optimizing program enrollment rates, and maintaining stellar client satisfaction scores.
Driven by a passion for innovation and a commitment to excellence, I am propelled to utilize my skills for business growth and enhancing customer experiences. Furthermore, with a robust roster of competencies such as technical communication, relationship building, and problem-solving; I am eager to explore opportunities where I can make meaningful contributions to organizational success and client satisfaction. Let’s connect to explore synergies and unlock new possibilities together!
Dean’s List Recipient, Summa Cum Laude, and Franklin Honors Recipient
• Explored research methodologies to identify barriers and address challenges, ensuring an informed sales approach
• Developed Hubspot CRM demo, highlighting customization features that resonate with client needs and preferences
• Utilized advanced research methods, including business media and client reviews, to gather information about clients
• Recognized the value of CRM for businesses, gaining insights into its pivotal role in optimizing customer relationships
• Uncovered pain points and potential barriers, contributing to a more insightful and customer centric sales approach
• Voted and gifted the ‘Extraordinary Intern Award’ by Careerist’s tech mentors
• Generated 70-80 outbound and inbound leads monthly via phone communication, maintaining a conversion rate of 35%
• Collaborated with a 5-6 member team to achieve 100% monthly goal attainment, ensuring proficient coordination
• Conducted 20 weekly screenings for second-level customer support related to Bluestar services, resulting in a 15% increase in program enrollment rates
• Interacted professionally with providers and clients to coordinate resolutions for diverse inquiries
• Recognized for superior client interaction documentation, maintaining a personal NPS score above average by 10% compared to other agents
• Maintained an efficient standard of service by resolving 50 weekly calls, ensuring a 100% resolution rate for customer inquiries
• Achieved a 95% resolution rate with easy queries resolved within 1 to 2 minutes and complex issues within 10 to 20 minutes
• Facilitated customer satisfaction by requesting feedback and recommendations, resulting in a 15% increase in CSAT scores
• Navigated multiple computer programs (CTI, Avaya, and CoreMMIS) during each call to locate information regarding Traditional Medicaid benefits, social welfare programs, and healthcare-related actions
• Used comprehensive knowledge base and documentation repository to increase productivity and minimize response times
• Served as a friendly first point of contact for prior authorizations, claims, and coverage concerns
• Assisted over 100 members weekly with health insurance benefits, explaining complex terms, and checking policy coverages, achieving a 99% member satisfaction rate
• Conducted prior authorizations, validated information with insurance companies, achieved commission targets for upselling, and converted 5-10% of members to different insurance products
• Achieved the highest QA score in the MSR1 department, ranked #1 by VP of Customer Engagement for outstanding performance and high-quality service
• Managed multiple CRM systems (CMS, Broker Office, Beacon/Zendesk, Five9) to upsell services, converting 15-20% of members and increasing client retention by 10%
• Managed multiple CRM systems (UltraCart, FSI, and Ring Central) to process orders and resolve product-related inquiries
• Used proven techniques to increase sales and promote high-value products
• Praised by supervisor for deescalating client-related conflicts promptly
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