New York, New York, United States
At Stellar Health, my role as a Customer Support Representative enables us to bridge gaps in healthcare through outstanding client support and product knowledge. We tackle complex issues, ensuring a seamless experience for providers and patients. With a BA in Women and Gender Studies from Pace University, my academic background enriches my approach to customer engagement, infusing empathy and inclusivity into every interaction.
- Efficiently manage customer inquiries and issues using Zendesk ticketing system - Collaborate with cross-functional teams via email and Slack to resolve customer concerns promptly - Document and track reported bugs using Jira to ensure timely resolution and improved product quality - Provide exceptional customer support by addressing inquiries, troubleshooting technical issues, and delivering solutions promptly - Continuously strive to enhance customer satisfaction through effective communication and problem-solving skills
- Be the first line of contact for customers to ensure that all clients are successful and delighted by their Everlaw experience - Collaborate with teammates to solve complex client tickets and improve the overall customer experience - Be a subject matter expert in certain areas of the product and continue to deepen knowledge of the platform overall - Have a strong relationship with the Product and Engineering teams to drive product improvement
- Guided healthcare providers on the Headway platform to use new technologies by handling inquiries regarding billing, scheduling, and credentialing via Zendesk communication - Investigated internal processes of insurance claims through Optum, Oscar, Aetna, Blue Cross Blue Shield, Cigna portals and Change Healthcare Database - Managed client and provider information including schedules, files, and forms in a confidential manner -Cross collaborated with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness through Slack, Shortcut, or Zoom - Documented processes and logging technical issues, as well as customer compliments and complaints through Nolt -Collected, tracked, and analyzed customer feedback and suggest improvements to internal team based on the insights gathered - Measured metrics such as NPS to gauge how the brand is performing on CX performance parameter
- Primary advisor for a cohort of 30+ students - Facilitated social media focused internship program for students to learn how to create content for their personal and professional social media accounts - Conducted regular one on one sessions with students to form positive and productive relationships Provided student attendance outreach through phone calls, texts, and letters - Mentored 10+ student council members to plan events that met the recreational, cultural, and social needs of the school community such as prom, holiday events, and field trips - Prepared and co-facilitated 30+ workshops on various topics such as: student leadership, LGBTQA+ club, mental health education, overall wellness, and career exploration
- Oversaw day to day operations for student center such as answering phone calls, greeting and assisting students and staff, sending out weekly newsletter - Maintained consistent and frequent postings on Instagram about upcoming events, meet the staff, and social justice awareness - Developed and facilitated psycho-educational workshops for over 2,000 students, staff, and faculty in one academic year - Introduced and created active and passive programming for over 50+ students and faculty Trained 100+ new students and staff in university peer education program - Expanded 15 week training module increasing emotional intelligence, self efficacy, and individual development for students