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Work Background
BizzyCarCustomer Success Specialist
Jan. 2024Become Subject Matter Expert (SME) on how BizzyCar products work from process to technology and how to best derive value from them. Collaborate with sales as needed including joining meetings. Lead customer onboarding process to educate them on the value of our products while, guarantee alignment of expectations, configure their web portal in a bespoke manner, and help them succeed. Lead additional customer trainings to protect and/or increase customer value. Lead account reviews to stay ahead of value-creating opportunities and retention threats and convert renewals and upsell opportunities. Act as the voice of the customer by actively listening to customers, diligently documenting feedback, and frequently coordinating with technical or other business teams to help resolve customer concerns and bring them value through product improvements. Review customer support tickets to ensure satisfaction and performance. Create and implement new processes within the Customer Success team. Review customer data daily in proven and novel ways to identify opportunities for value creation. Review customer journey of accounts to identify threats and prioritize accounts. Ideate and present value creation account opportunities to management. Present retention threats to management. Present customer product/service feedback to management.
Prolitec Inc.Technical Lead
Nov. 2022United StatesServe as the go-to resource for technical escalations, providing guidance and support to ensure timely resolution of complex customer inquiries and issues. Develop and implement strategies to optimize the efficiency and effectiveness of the customer service department, including process improvements and workflow optimization.
Using Zendesk, handle inbound customer calls, emails, and live chat messages from customers who have either: already purchased and are now seeking rapid and courteous answers about how to set up and use the product; or are interested in the product and have inquiries about what it is and how it works. Respond to customer inquiries on company’s social media platforms and other ecommerce channels. Manage Subscriptions within the Shopify Recharge App. Build Reports and Dashboards to visualize data on customer interactions and agents metrics in Salesforce Monitor key performance metrics and analyze data trends to identify areas for improvement and track team performance. Act as a liaison between customers and Quality & Engineering, advocating for customer needs and driving resolution of technical issues. Monitor and troubleshoot app issues using Mixpanel and Ayla
CisionImplementation Consultant
May. 2022 - Dec. 2023Plan, organize and direct the completion of projects in an organized and timely fashion. Identify customer goals and research brands, competitors, and industries to provide recommendations for set-up and best practices within the platform, as well as establish project timelines. Build comprehensive and accurate news searches for customers using Boolean logic. Organize and lead a series of phone and web conference calls throughout the project to deliver platform
and feature training, workflow recommendations, transcribe meeting notes and provide strategic guidance for customers. Manage internal communication on all project progress and status with thorough documentation and organization in Salesforce. Collaborate with all appropriate internal teams to deliver a world class customer experience and help drive the product forward by sharing customer feedback. Build customer trust and deliver high quality customer service.
Nepris Inc.Operations Support Analyst
Oct. 2020 - May. 2022Serve as a first line of contact for user inquiries; respond, investigate or forward so that customers receive timely and accurate responses. Real time interactions and training with teachers and volunteer presenters over video, email, Zendesk. Assisting parents, students, teachers and volunteers with account questions, updates and general questions via chat support. Provide Zoom technical support to clients while hosting and moderating Zoom meetings. Proactively contact and follow up with users regarding technology and scheduling readiness. Provide administrative support for company website by assisting users with account access, account information and subscriptions. Conduct troubleshooting or communicate requirements of user technology relative to using Nepris or Zoom Cloud Meetings. Maintain database of user and session information via company admin system and Salesforce Complete and maintain accurate records of communications, issues, resolutions. Work closely with customer engagement, sales team, and marketing teams to keep them abreast of any issues with customers by analyzing data and updating and reviewing reports via Salesforce. Maintain an understanding of how products are accepted by users and develop corrective action to aide adoption or report quality, performance, competitive issues. Review volunteer applicants by evaluating professional biographies relative to educator requests to complement the Nepris matching algorithms.
Northside HospitalFinancial Counselor
Sep. 2017 - Feb. 2020Lawrenceville, GAResponsible for obtaining all Prior Authorizations for the treatment of patients as requested. Verifies insurance is active and valid through benefits verification and investigation. Updates insurance and demographic information. Appeal for retroactive prior authorizations as needed. Provides patients with proper counseling on alternative options in instances where insurance has denied financial coverage.
Genesis Healthcare SystemBilling Assistant
Nov. 2014 - Jan. 2017Norcross, GAManage a book of Hospice accounts and form trusting business relationships with clients. Perform regular auditing and analysis of all accounts via excel spreadsheets, ad-hoc reports, and pivot tables to ensure accurate billing and contract data. Review invoices to ensure that they are correct and bill on time. Follow-up on delinquent accounts
Posting / adjusting payments and assisting the Billing Manager with contract renewal negotiations. Attending monthly analytical meetings with company CEO to discuss company progress and strategies. Provide supervisory support to the customer service team. Assist with social media management and copywriting for company site.
Anthem Blue CrossCustomer Care
Jan. 2007 - Jun. 2012Columbus, Georgia AreaSpeak to various customers and affiliates of the doctors and hospitals offices. Attain accurate knowledge of both provider and customer contracts established with Blue Cross to effectively assist callers with any questions regarding benefits and claim processing. Identify reasons for claim denials and assist members and providers in taking the necessary steps to file an appeals if the denial is being disputed. Protect the privacy of client medical records and appropriately screen all parties interested in obtaining said records, in accordance to the Health Insurance Portability and Accountability Act (HIPAA). Assist in processing and/or adjusting medical claims.
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