I am a customer support and customer experience leader with extensive experience managing customer inquiries, resolving escalations, and improving service delivery across healthcare, technical support, sales, and operational environments.
I have led remote and onsite teams, coached employees, developed performance improvement plans, and supported training and onboarding initiatives. My leadership approach emphasizes accountability, clear communication, and employee development.
I am skilled at handling complex and sensitive customer matters while maintaining accurate records, protecting confidential information, and adhering to HIPAA requirements. I have worked closely with clinical teams, insurance providers, clients, vendors, and internal operations departments.
Throughout my career, I have used performance metrics, quality monitoring, root-cause analysis, and workflow optimization to improve team effectiveness and customer satisfaction. I have also contributed to measurable results in sales performance, call reduction, and operational consistency.
I bring strong written and verbal communication, relationship management, problem-solving, and cross-functional collaboration skills. I am seeking remote customer support management or customer experience leadership opportunities where I can build high-performing teams and deliver exceptional service.
Managed complex customer inquiries and escalations through telephone and written communication. Documented customer interactions, outcomes, and trends to support accurate tracking and operational efficiency.
Coordinated with cross-functional teams to resolve customer concerns and service requests. Maintained customer and insurance records while complying with HIPAA and confidentiality requirements.
Processed and registered more than 1,000 patient referrals, ensuring accurate demographic, insurance, and consent information.
Resolved registration and service issues in collaboration with physicians, nurses, and medical assistants. Maintained electronic health records and managed high-volume requests while preserving accuracy and timely resolution.
Managed customer requests and concerns while ensuring timely, accurate service delivery. Coordinated with clients, appraisers, and internal support teams to resolve issues and meet service-level expectations.
Monitored open orders, identified delays, and conducted proactive follow-up to support successful fulfillment. Built strong customer relationships through consistent communication and problem-solving.
Trained and mentored 10 established employees and 27 newly hired team members, supporting staff development and operational consistency.
Served as a primary customer contact for operational and reimbursement support. Conducted insurance verification and prior authorization investigations and coordinated with internal teams and distribution partners for patient product fulfillment.
Managed customer relationships, resolved service issues, and provided timely follow-up through telephone and email communications.
Identified customer needs and recommended solutions to improve satisfaction and retention. Achieved sales targets while managing multiple customer accounts and competing priorities.
Generated approximately $25,000 in monthly revenue and earned Monthly Top Revenue Awards for five consecutive years.
Managed high-volume customer interactions while maintaining professionalism, productivity, and customer satisfaction. Built customer relationships through needs assessment, effective communication, and issue resolution.
Supervised and coached a team of 20 technical support agents, establishing performance expectations and accountability. Conducted individual coaching sessions and team meetings to identify skill gaps and improve performance.
Developed action plans that increased monthly sales performance by 30%. Managed escalated customer concerns and follow-up strategies that reduced inbound calls from dissatisfied customers by 25%, while collaborating with operations leadership to improve team effectiveness.
Associate of Applied Science (AAS), Business Administration
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