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Work Background
Real GeeksClient Success Manager
Dec. 2021Dallas, Texas, United States · Remote• Effectively manage customer relationships throughout the onboarding process, ensuring a positive start to the relationship and driving customer satisfaction.
• Successfully onboarded over 200 new clients, achieving a satisfaction rating of 96%.
• Developed and executed an engaging and effective onboarding experience, reducing client churn by 15%.
• Conducted analysis of the current client onboarding process and made recommendations for improvements, resulting in a satisfaction score increase from 82% to 96%.
• Advised new clients on company procedures and policies during the onboarding process, resulting in a decrease in department complaints by 20%.
• Collaborated with Client Marketing to launch effective marketing campaigns for clients, resulting in a 10% increase in customer satisfaction.
Charlotte's WebCustomer Success Specialist
Jul. 2019 - Nov. 2021Denver, Colorado, United States · Remote• Proactively engage with customers via phone, email, and chat, answering questions and providing product, service, and shipping information.
• Build and maintain strong customer relationships, fostering loyalty and driving repeat business.
• Resolve customer concerns by identifying core issues and offering effective solutions, reducing the escalation rate.
• Maintain detailed records of actions taken and conversations had, ensuring accurate and timely follow-up.
• Analyze customer feedback and report updates to management, ensuring a satisfactory consumer experience.
• Contribute to team effort by exploring new ways of collective efficiency while seeking opportunities for self and team improvement.
• Spearheaded training and mentoring opportunities for seasoned and oncoming specialists, driving team performance and success.
Bright HorizonsCustomer Success Manager
Jun. 2016 - May. 2019Broomfield, Colorado, United States · Remote• Guide clients with billing, reconciliation, funding requirements, and any other program concerns they have, ensuring timely and accurate resolution.
• Manage incoming calls for the EdAssist Tuition Assistance line of business, entering client application submissions, making academic advising appointments, etc.
• Educate clients on Bright Horizons' EdAssist program, policies, and procedures, and help them to understand any client-specific processes, documentation, and timelines.
• Complete appointment setting process for academic advising, place outgoing calls to Educational providers for employer tuition payments needs, and open cases as needed.
• Aid in training and mentoring opportunities for seasoned and oncoming specialists, driving team performance and success.
PharMericaClient Success Associate
Jul. 2015 - Jun. 2016Longmont, Colorado, United States · On-site• Verify accurate payer sources (Medicaid, Medicare, Insurance Plans, etc.) from facilities for daily/monthly bills.
• Reconcile past bills with current information from regular contact with Business Office Managers/Medical Records Department of facilities.
• Maintain accurate records of any credits, debits, and/or cancellations of transactions with AS400 (Medical Billing Program).
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