Support Specialist

• Jul 2023 - Present

Customer Success Specialist - Prior Authorzations

• Aug 2021 - Jun 2022

***Unfortunately apart of the companywide June 2022 layoffs*** Responsible for obtaining pre-certifications and pre-authorizations for procedures and medications, outpatient testing with other providers Monitors incoming patient orders and gathers information needed to complete the pre-authorization and scheduling of an order - Follow up on missing or incorrect information so patients receive the right reimbursement Assess accounts for completeness and accuracy Adherence to HIPPA & Medical Confidentiality laws Monitored metrics and developed actionable insights to improve efficiency and performance. Conducted training and mentored team members to promote productivity and commitment to friendly service. Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits. Created customer support strategies to increase customer retention. Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues. Maintained professional demeanor by staying calm when addressing unhappy or angry customers. Show less

Professional Trainer

• Aug 2019 - Dec 2020

Lead the exclusive Boarding School Program Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind. Scheduled and taught in class and online courses to increase learning opportunities. Developed effective training plans based on department needs and objectives. Delivered instructional presentations on equipment use, focusing on efficiency and safety. Tracked attendance and evaluated progress for assigned trainees. Monitored participant workflow and behaviors throughout training process. Educated clients on proper use of products and systems. Prepared and presented supplementary learning material to support structured lessons. Recruited and trained new members of guest service team. Analyzed team performance and identified opportunities for additional training. Completed and lead 400+ Board & Trains Provided support for lesson clients 1-on-1 Completed over 1000+ hours of client interaction through Go Home Lessons & Private lessons Cared for the facility & animals (dogs, horses, goats, etc.) Provided written documentation for each animal in our care Show less

Trainer Consultant

• Mar 2018 - Aug 2019

Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.Scheduled and taught in class and online courses to increase learning opportunities.Recruited and trained new members of guest service team.Identified and recommended staff for key positions and departments.Recorded and edited videos to facilitate remote learning.Prepared and presented supplementary learning material to support structured lessons.Supported productivity increase and business growth through new hire training and mentoring.Educated clients on proper use of products and systems. Show less

Team Lead

• May 2017 - Mar 2018

Pack Member

• Jan 2017 - Mar 2018

Operations Manager

• Oct 2015 - Jan 2017

Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.Prepared annual budgets with controls to prevent overages.Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.Introduced new methods, practices and systems to reduce turnaround time.Built and reviewed master service agreements to simplify and streamline contract negotiation process. Show less

Lead Front Desk Associate

• Jun 2015 - Oct 2015

Promoted to Operations manager in October 2015- Serves as the initial line of member care and services. Maintaining member accounts and serving as the first point of contact for any inquiries, changes or suggestions made by members. - Working with members in all issues to create a one contact resolution rate with the front desk. - Thorough understanding of all billing, control of cash deposits and account procedures. - Familiarization with ClearSpider and all inventory software and procedures. - Assists in managing member cancellation and freeze requests. - Manages and sets all retail and concession displays and items for each week. - Serves as second to Operations Manager for all Front Desk duties: - Communication Log check with each FDA - Email communication about procedure/policy updates to FDA's - Directing and coordinating all FDA's in their daily tasks and expected levels of performance. Show less

Games Advisor and Technical Support Specialist

• Jun 2013 - Jun 2015

Supporting players in Accounts and Billing inquiries as well as technical troubleshooting in every aspect. Achievements: Made Team Captain/Lead (2014) Social and Birthday Brigade Chair Assigned Pro Tempore Supervisory position: 2 weeks (Regular supervisor was out) Supporting players in Accounts and Billing inquiries as well as technical troubleshooting in every aspect. Achievements: Made Team Captain/Lead (2014) Social and Birthday Brigade Chair Assigned Pro Tempore Supervisory position: 2 weeks (Regular supervisor was out)

Games Advisor

• Jun 2012 - Jun 2015

Main Game of Support: Sims Secondary Titles: Battlefield, FIFA, NBA, Madden, Pogo Supporting players through chat and phone support: Billing, technical support, account, in-game and general inquiries Achievements: Team Lead: 2013-2014 (transition to SWTOR) Tier 3 backlog work: October 2013 - Jan 2014 Main Game of Support: Sims Secondary Titles: Battlefield, FIFA, NBA, Madden, Pogo Supporting players through chat and phone support: Billing, technical support, account, in-game and general inquiries Achievements: Team Lead: 2013-2014 (transition to SWTOR) Tier 3 backlog work: October 2013 - Jan 2014

Intellectual Property Specialist and Customer Service Rep

• Jan 2010 - Jun 2012

General Responsibilities: Inbound and outbound calls Answering 100+ customer inquiry emails per day Maintaining client information files/folders Working knowledge of trademark, copyright, and patent law Working knowledge of trademark, copyright, and patent paperwork intricacies. Ability to relay this information and what steps have to be taken to complete the process to customers in "laymen's terms." Keeping up with inter-office chat/communication to solve problems and keep current with policy changes. Show less

Customer Service Rep - Nutrition Advisor

• Aug 2007 - Jan 2010

Provided information and assistance in purchasing a range of nutrition supplements. Answered phone and email inquiries and assisted customers in all aspects of the purchasing, return or exchange of product Provided information and assistance in purchasing a range of nutrition supplements. Answered phone and email inquiries and assisted customers in all aspects of the purchasing, return or exchange of product