Customer Support Coordinator Resume Arlington, VA - Hire IT People

SUMMARY:

Results - driven customer service professional with more than 10 years’ experience ensuring problem resolution, achieving customer satisfaction and increased retention.
Open and clear communicator at all levels with strategic vision and disciplined execution.
Highly skilled in addressing customer concerns with speed, accuracy and professionalism.
Unwavering commitment to customer satisfaction, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Customer Support Coordinator

Responsibilities:

Processed incoming cases to Customer Support team via Salesforce, telephone, and email to ensure courteous, timely, and effective resolution of clients’ issues, while regularly communicating case status updates to clients.
Assisted with transition of new healthcare system accounts onto network, which at times could include over 1,000 healthcare professionals’ records.
Collaborated with management to effectively manage priorities, issues, communications, client expectations, and progress.
Coached immediate team members on internal processes to improve customer service initiatives.
Developed and implemented operational procedures that were utilized across all customer support coordinator staff.

Confidential, Rockville, MD

Client Operations Team Lead

Responsibilities:

Delegated tasks to four team members on daily basis, set goals and reviewed team members work prior to sending to the Quality Assurance team for analysis.
Ran daily and monthly reports to track and review team metrics and shared reports with upper management.
Reviewed Electronic Data Interchange error reports to ensure enrollment data integrity.
Formed valuable relationships with industry leaders including Kaiser Permanente.

Confidential

Client Operations Specialist

Responsibilities:

Reviewed and processed clients’ requests for new enrollment, terminations, eligibility changes and billing issues regarding client accounts in a timely manner.
Partnered with groups, brokers and account managers as needed to research and resolve issues.
Beta tested new policies and procedures to ensure consistency of results prior to releasing to Client Operation management.

Confidential, Rockville, MD

Executive Assistant

Responsibilities:

Performed and oversaw all administrative functions, including managing daily calendar coordinating appointments, filing, mail screening, answering telephone and faxing.
Utilized QuickBooks to record all business transactions for tax purposes and to generate various financial reports.
Drafted and typed letters, memos and patient correspondence.