Tannaz Khojasteh

Experienced media professional and key client manager with an exceptional customer service pedigree. Skilled at optimizing workflow, streamlining processes, enhance efficiency, fostering cross-departmental collaboration, and successfully managing, and growing accounts. Skilled in building strong, long lasting client relationships, with a passion for driving innovation and ensuring seamless operations across multiple clients and accounts.

Customer Service Specialist at RuleMed LLC (2024-11 – Present)

• Provided exceptional customer service by assisting patients with post-surgical and durable medical equipment (DME) needs.
• Created and maintained patient profiles within the company portal, ensuring accurate demographic, insurance, and medical information.
• Verified insurance coverage and entered diagnosis (ICD) codes and other required documentation for processing medical equipment orders.
• Contacted patients to assess their recovery needs and coordinate appropriate medical equipment, including knee braces, shower chairs, mobility aids, and other physician-prescribed supplies.
• Worked closely with healthcare providers and insurance companies to obtain required documentation and facilitate timely order fulfillment.
• Assisted with medical billing activities, insurance verification, and resolving billing-related questions.
• Generated daily and weekly reports to monitor patient orders, insurance status, billing activity, and workflow performance.
• Maintained accurate records while ensuring compliance with HIPAA and company policies.
• Collaborated with clinical and administrative staff to ensure patients received equipment promptly and received excellent ongoing support.

Senior Account Manager at Deluxe (2020-12 – 2024-10)

• Client Management: Acted as the primary contact for key clients, coordinating asset acquisition from content providers and third-party labs to ensure timely delivery in line with SLAs. Managed client relationships and conducted quarterly business reviews.
• Team Leader: Led a team of seven, delivering hands-on training for both current and evolving workflows. Served as the primary escalation point for resolving complex issues and optimizing processes.
• SVOD Digital Supply Chain: Managed daily communication and content delivery for major clients, including AT&T, Charter, Shaw, and Rogers, ensuring seamless operations.
• High-Volume Content Management: Managed the end-to-end delivery of over 4,000 titles daily, from ingestion to final distribution across Set Top Boxes, CE devices, video game consoles, PCs/Macs, and mobile platforms (iOS and Android). Managed accelerated deliveries for Nex day Air TV.
• Project Management: Led the onboarding and integration of new clients onto the Deluxe platform, creating Statements of Work (SOWs), while coordinating with engineering and operations for service launches.
• Escalation Liaison: Acted as the primary point of contact for escalations, urgent requests, and rejections. Proactively identified potential issues, providing feedback, and effectively communicating solutions to internal teams and clients.
• Account Management: Oversaw key client accounts, managing all aspects of customer relationships and account growth across multiple platforms, including SVOD and adult features.
• Timely Delivery & SLA Compliance: Ensured on-time delivery and adherence to SLAs, mitigating penalties, and managing over 40,000 episodic and feature titles per month.
• Quarterly Business Reviews (QBRs): Led quarterly business reviews for each account, driving strategic discussions and performance assessments.

Account Manager at Deluxe (2015-05 – 2020-12)

• Provided daily support to assigned customers, maintaining a strong focus on excellent service and customer satisfaction.
• Collaborated with third-party content providers and customers to build and maintain relationships, ensuring timely delivery of assets and files in compliance with policies.
• Identified late or at-risk titles/assets, proactively escalating issues to the Content Operations team and monitoring their resolution and delivery.
• Coordinated with internal teams to prioritize and ensure on-time delivery of all customer deliverables, based on daily work schedules and SLA requirements (Quick Turn, Next Day Air, New Releases, etc.).
• Oversaw the ordering, tracking, and fast-tracked delivery of high volumes of digital content for AT&T.

CLIENT SERVICE REPRESENTATIVE at Technicolor (2010-02 – 2015-04)

• Managed various project-based responsibilities, including onboarding new clients, overseeing post-production mastering services, and coordinating tape duplication, audio layback, and digital file deliveries to meet client needs efficiently.
• Delivered over 10,000 digital files monthly for Sony trailer clients.
• Collaborated closely with production managers to prioritize and schedule orders, ensuring timely fulfillment of client deadlines.
• Maintained constant communication with internal and external clients to successfully complete tasks.
• Reviewed and approved invoices, working directly with the billing department to ensure accuracy.
• Resolved rejections, managed potential late deliveries, and addressed technical issues.
• Simultaneously coordinated multiple trailer workflows, such as localization of 2K content, clean edits, and forced narrative edits.
• Managed the mastering and delivery of file-based content for VOD/EST and cable platforms.
• Served as team manager backup, distributing tasks, acting as the primary client contact, and supporting team operations.
• Served as the primary contact for purchase orders, research requests, shipping requirements, and other client inquiries.
• Trained and mentored new team members for Sony trailer operations.

– Pasadena City College (2001-06)