Experience

Wheels

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Partnerships and Policy Associate

  • Apr 2023 - Present



Front of the Pack

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Success Lead

  • Dec 2021 - Jan 2023

  Reported KPIs in weekly stakeholder meetings Handled escalated and complex customer cases with personalized service. Improved customer satisfaction and customer reviews by 75% Created streamlined procedures with the Operations team to improve customer satisfaction. Used customer feedback to enhance existing products and improve website traffic. Oversaw our social media platforms and managed a team of agents to respond to all inquiries, messages, and comments. Reported KPIs in weekly stakeholder meetings Handled escalated and complex customer cases with personalized service. Improved customer satisfaction and customer reviews by 75% Created streamlined procedures with the Operations team to improve customer satisfaction. Used customer feedback to enhance existing products and improve website traffic. Oversaw our social media platforms and managed a team of agents to respond to all inquiries, messages, and comments.



Wheels

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Success Specialist

  • Aug 2020 - Dec 2021

  • Maintain and enhance customer satisfaction by providing ongoing, proactive support throughout the customer life cycle; Keep track of all defaulted accounts and ensure agents continue to follow up. • Resolve complex administrative problems, saved valuable time, and increased productivity in the organization. • Collect missing payments from past due accounts and ensure if payment is not collected. • Act as the first point of contact for customer training, data conversion, setup/configuration, and problem-solving. Show less



Pete Physical Therapy

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Operational Specialist

  • Jul 2019 - Aug 2020

  • On boarded new patients making sure to answer all questions about treatment plans and insurance related inquiries. • Handled scheduling of active patients and keeping up to date on charts and patient documentation. • Collected co-pays and handle patient EOBs. • Maintained medical records and reconcile account information. • Developed new processes to improve business functions and help create more efficient strategies. • On boarded new patients making sure to answer all questions about treatment plans and insurance related inquiries. • Handled scheduling of active patients and keeping up to date on charts and patient documentation. • Collected co-pays and handle patient EOBs. • Maintained medical records and reconcile account information. • Developed new processes to improve business functions and help create more efficient strategies.



Wag! Group Co.

• United States
• Consumer Services
• 700 & Above Employee

• Trust and Safety Manager

  • Oct 2016 - Apr 2019

  • Remained on call 24/7 to ensure all new cases were handled efficiently and timely.• Managed VIP accounts and ensured that any issue or problem was met with a solution and the continued use of the Wag! Platform.• Advised management on recommendations, and corrective actions on appropriate safety criteria to ensure safe operations.• Played a significant role in risk mitigation, and proactively identified and managed any potential issues while driving awareness of the relevant regulations and policies among peers.• Handled multiple escalated customers and collaborated with other teams to ensure improvements were made.• Supported call center by overseeing performance and establishing a positive call center environment and promoting staff development.• Implemented Zen Desk and worked with other managers to establish correct call and sms routing for a satisfactory end user experience.• Facilitated meetings with management and executives to discuss ways that safety could be improved.• Actively updated safety procedures to contribute to case success and a positive customer experience. Show less

• Customer Success Manager

  • Sep 2017 - Aug 2018

  • Developed success plans for customers that outlined their critical success factors, metrics for success, potential issues, and provided recommendations.• Coordinated department schedules to maximized coverage during peak hours.• Contributed to implementing a new CRM system (Zen Desk) including developing pathways for correct customer routing.• Executed a comprehensive engagement and communications strategy that proactively resulted in 20% improvement to customer satisfaction.• Maintained team's call quality standards, provided feedback, and developed performance improvement plans, resulting in 40% increase to call rates. Show less

• Customer Service Representative

  • Oct 2016 - Jun 2017

  • Provided primary customer support to internal and external customers in fast-paced start up environment.• Handled approximately 60 incoming calls, SMS, and emails from customer; provided exceptional listening skills to determine the nature of their call-in order to clearly and precisely addressed their inquiries professionally.• Effectively communicated using customer friendly and appropriate language to explained customer bills, payment issues and handled billing disputes consistent with company standards. Show less



Birchwood Caterers

• United States
• Hospitality

• Assistant Manager

  • Aug 2013 - Aug 2016

  -Managed a team of five to ensure all peak coverage time was covered. -Performed opening, closing and shift change duties accurately to keep restaurant working smoothly and ready to meet all customer needs. -Applied communication and problem-solving skills to resolve customer complaints and promote brand loyalty. -Continued a positive relationship with restaurant owner, which resulted in rehire year to year. -Managed a team of five to ensure all peak coverage time was covered. -Performed opening, closing and shift change duties accurately to keep restaurant working smoothly and ready to meet all customer needs. -Applied communication and problem-solving skills to resolve customer complaints and promote brand loyalty. -Continued a positive relationship with restaurant owner, which resulted in rehire year to year.