Operations Specialist
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Experienced customer service representative with over five years of experience in telephone, email, and virtual customer service. Highly familiar with customer relationship management (CRM) systems and software, conflict resolution, and customer escalations. Excited to use my proven skills and customer enthusiasm to bring customer satisfaction efficiently and effectively to all of those I encounter while on the job.
Customer Support Operations Manager, CareRev 08/2019 – 2/2023
Lead daily Problem Management meetings with Application/Business/Development areas to track progress of error resolution tasks.
Created Social Media Content strategies and content for help articles and promotions on Instagram and TikTok.
Collaborate with cross functional teams within the Compliance, top-of-funnel Operations business teams and departments on implementation strategies and processes to deliver overall quality assurance.
Analyze data reports using Google Sheets, Mode, and internal database storage system.
Trained new hires and transitioning team members across multiple units and departments each quarter to promote cross-collaboration and skill sets.
Acted as a liaison for cross-functional business units during team trainings, calibration sessions, and leadership meetings, with members from QA, Sales, Product Owners, and Service teams.
Assist Accounting department with 30% cost reduction efforts in diagnosing and addressing system or technology issues for clients.
Maintain thorough knowledge of the CareRev app, 1099 contractor risks, policies, guidelines, and regulations to provide users accurate responses.
Created onboarding and shift promotions to increase user rentation by 20%
Call expired and outstanding account holders to verify details, answer questions, offer shift opportunities on the CareRev app.
Engage hospital, surgery, and ambulatory center stakeholders and maintain cohesive business relationships with clients and internal support teams to enhance workflows and improve customer experience.
Manage a remote team of 30+ national and international customer support representatives.
Account Specialist, Uber 12/2018 – 07/2019
Maintained thorough knowledge of onboarding promotions to provide customers with accurate responses.
Calmly manage and resolve user situations involving missed deposits and bounced payments.
Audit user deposits from Uber to mitigate theft and unauthorized shared accounts.
Achieved an average of 97% CSAT (customer satisfaction) goal each quarter for the department and maintained a 96% customer satisfaction survey rating.
Troubleshoot application and database performance issues and provide performance tuning services with educational references.
Compose detailed reports regarding incidents and/or discrepancies to management and leadership.
Marketing Intern, Expert Brand 01/2018 – 05/2019
Create B2B email marketing campaigns using Mail Chimp, writing creative copy, and working with graphic designers on brand imaging.
Data entry and organizing client contact information for email campaigns.
Managing the social media page using organic methods to grow their following via Instagram, Twitter, and Facebook
Hawaii Pacific University - Bachelors in Strategic Advertising, Public Relations, and Mass Communications
