Experience

Grace Presbyterian Church Peoria IL
• Religious Institutions
• 1 - 100 Employee
• Grace Kidz

  • Sep 2014 - Present


Kareo

• Spain

• Customer Support Superstar, Level 2

  • Dec 2011 - Apr 2014

  • Lead a customer escalation project that monitors customer accounts on a daily bases and responds to any new support cases within 24 hours of the case being created. • Troubleshoot claim rejections that involve researching the claim in the EDI Viewer and clearinghouse portals, reviewing Kareo account and patient account settings, and escalating the issues through the appropriate channels to get the issue resolved. • Train customers and colleagues on how to set up and utilize various functions within the Kareo software. • Participate in testing of new software features before the launch of the update to customers. • Attended product development meetings to offer feedback that would allow the engineers to create a product that would be user friendly and incorporate customer requests. • Assist colleagues with cases in Salesforce that required further troubleshooting or responses from customers or clearinghouses.



HemoCue, Inc

• Customer Solutions Group Lead

  • May 2011 - Oct 2011

  • Investigated pricing discrepancies, delivery deficiencies, customer complaints, and order entry errors, and initiated credits based on investigation results.• Investigated processes for SOX compliance and provided final reports.• Acted as lead contact for FDA correction notifications and recall projects.• Served as the safety team representative to ensure approximately 30 employees met OSHA requirements and internal safety regulations.• Demonstrated extensive knowledge of the HemoCue Data Management product line including interfacing with electronic medical records and use of connectivity through multiple connectivity vendors such as Telcore and MIS.

• Technical Support Rep. Level 2

  • Sep 2008 - May 2011

  • Demonstrated extensive knowledge of the HemoCue Data Management product line including interfacing with electronic medical records and use of connectivity through multiple connectivity vendors such as Telcore and MIS.• Assisted customers with technical questions, instructions for use, and interpretation of package inserts.• Assisted customers with storage, shipping, handling, and temperature concerns.• Troubleshot and corrected product malfunctions and/or manufacturing issues over the phone.• Accompanied training specialists with on site trainings and product implementations.• Initiated returns of products for repair.• Assisted specific sales managers across the US by being an expert on company products and advising customers on the appropriate products based on their previous order histories to increase sales while ensuring customer satisfaction.• Maintained accurate database of thousands of client data and medical device warranty information for every analyzer manufactured. • Managed sensitive accounts that required unique pricing and products.

• Technical Support Rep.

  • Aug 2006 - Sep 2008

• Customer Service Rep

  • Apr 2004 - Aug 2006


Amazing Grapes
• United States
• 1 - 100 Employee
• Wine Server

  • Oct 2006 - May 2007