Diamond McCullough
Customer Success Specialist at School Pathways- Claim this Profile
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Sign Languages Native or bilingual proficiency
Topline Score
Bio
Credentials
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Google Project Management Certificate
CourseraApr, 2023- Nov, 2024 -
Confronting Bias: Thriving Across Our Differences
LinkedInSep, 2022- Nov, 2024 -
Onboarding and Adoption Best Practices for Customer Success Management
LinkedInJul, 2022- Nov, 2024 -
Project Management Skills for Leaders
LinkedInJul, 2022- Nov, 2024 -
Avoiding Common Pitfalls in Customer Success Management
LinkedInJun, 2022- Nov, 2024 -
Customer Success Management Fundamentals
LinkedInJun, 2022- Nov, 2024 -
Managing Project Stakeholders
LinkedInJun, 2022- Nov, 2024 -
What Is Scrum?
LinkedInJun, 2022- Nov, 2024
Experience
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School Pathways
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United States
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Education Administration Programs
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1 - 100 Employee
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Customer Success Specialist
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Jul 2022 - Present
Managing incoming requests through various channels (calls, emails and chat* (TBD on chat timing)) • Work all correspondences and follow ups via HubSpot • Recognize individual customer service needs and resolve their inquiry, provide and maintain follow ups when necessary • Maintain and update customer related information in HubSpot • Provide resolutions at the first point of contact, avoiding transferring the call or having to call client back if possible • Continue to learn and grow in product knowledge of all areas of School Pathways offerings • Escalate "at risk" accounts to management immediately • Work with a sense of urgency to get resolution • Respond to all inquiries within 1 business day • Escalate bug and troubleshooting issues to tier 2 and management within the same day • Adhere to process and procedures set forth by management • Any other tasks and duties as deemed appropriate by the executive team at School Pathwavs Show less
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Brown & Brown
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United States
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Insurance
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700 & Above Employee
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Insurance Processor
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Jan 2021 - Apr 2022
• Processed insurance claims promptly to effectively intake client files, resulting in a 90% claims approval rate. • Trained all new staff on company guidelines and processes to maintain a 100% compliance rate. • Executed the transition to new software after obtaining credentials to train the team, reducing processing time by 20%. • Managed customer relations to become a trusted advisor to the client, increasing customer satisfaction ratings by 15%. • Processed insurance claims promptly to effectively intake client files, resulting in a 90% claims approval rate. • Trained all new staff on company guidelines and processes to maintain a 100% compliance rate. • Executed the transition to new software after obtaining credentials to train the team, reducing processing time by 20%. • Managed customer relations to become a trusted advisor to the client, increasing customer satisfaction ratings by 15%.
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Grossmont-Cuyamaca Community College District
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United States
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Higher Education
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100 - 200 Employee
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Admissions Coordinator
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Jan 2020 - Dec 2020
• Executed the update of over 1,000 files with sensitive information via a remote format to ensure timely paperwork turnover, resulting in a 30% reduction in errors. • Directed a training program to introduce a new online platform during 100% remote work, resulting in a 15% increase in employee proficiency. • Built relationships with students to manage student retention, resulting in a 25% increase in retention rates. • Executed a successful program to identify the best way for employees to transition to in-person work while minimizing transition issues, resulting in a 10% reduction in employee stress levels. Show less
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Nu Ear Hearing Aid Center
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San Diego County, California, United States
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Director Of Operations
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Feb 2016 - Nov 2019
• Verified, researched, and completed all client paperwork and insurance claims to bill for reimbursement while broadening the customer base, resulting in a 20% increase in client retention. • Led the development of new processes to ensure a proficient changeover when the office switched client retention software (CRM), resulting in a 15% increase in employee productivity. • Increased professional and technical knowledge by attending educational workshops and networking with medical groups aligning with their mission and vision, resulting in a 10% increase in industry knowledge. • Resolved system and reimbursement issues with insurance companies and raised the percentage of approved claims to 100%, resulting in a 25% increase in revenue. • Managed interactions between clients and the provider to ensure client retention, resulting in a 20% increase in client satisfaction. Show less
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Gaslamp Urgent Care
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United States
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Retail
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Medical Billing Specialist
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Feb 2012 - Jun 2013
• Managed the transfer of over 500 paper client medical records to EHR • Submitting Claims to be transferred to the billing department • Maintained the office with the implementation of onboarding and organizational focused practices. • Managed the transfer of over 500 paper client medical records to EHR • Submitting Claims to be transferred to the billing department • Maintained the office with the implementation of onboarding and organizational focused practices.
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Education
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2021 - 2023
California State University, Los Angeles
Bachelor's degree, Health Communication -
2019 - 2021
Grossmont College
Associate's degree, Communication, General -
2012 - 2013
UEI College
Medical billing and coding, Healthcare -
Coursera
Google Project Management
Community
