Biography

Profile

Customer Service and Technical Support Manager with 15 years’ experience providing web, phone, and face-to-face technical support. Creative problem solver with proven record in building relationships and increasing client satisfaction.

EXPERIENCE

Client Operations Manager                                    2008 – present

*****  – BUFFALO, NY

Deliver positive client outcomes through cross-functional collaboration with company President, as well as Sales, IT, and Customer Support departments. Responsible for management of Customer Support representatives, including: recruitment, onboarding, training, staff development, scheduling and workload delegation. Participate in team-based process development, providing input on client needs to guide design of software system functionality, aesthetics, and navigation.

  • Improved client retention by about 10% and lowered client attrition over 10%.
  • Spearheaded a recent company-wide SOC II type II security audit that resulted in a favorable review with no exceptions. Led the effort from project initialization to completion to minimize demand on company President.
  • Initiated boilerplate materials and generated technical content to improve efficiency of the Request for Proposal (RFP) response process and grow client base.

 

Medical Resource Management – Ancillary                                                  2006 – 2008

***** – AMHERST, NY

Facilitated healthcare provider claim processing by answering client questions and assisting with authorizations for healthcare services in accordance with Independent Health company policy. Maintained active knowledge of HIPAA and other insurance policy guidelines to deliver outstanding service.

 

TECHNICAL SUPPORT SUPERVISOR – INTERM                                                            2004 – 2004

**** – BUFFALO, NY

Mentored, coached, and oversaw a team of 25-30 people. Provide training to agents to enhance product and policy knowledge. Motivated the teams and provided a contact for conflict resolution

 

EDUCATION

SUNY POLYTECHNIC INSTITUTE

Computer Science     2001

  • Courses Taken Toward Degree

SUNY SULLIVAN COUNTY COMMUNITY COLLEGE

Associates Degree    1999

  • Honors Program

 

Skills & Aptitudes

  • Customer needs assessment
  • Team management
  • Project management
  • Microsoft Office Suite
  • Account management
  •  Process Improvement
  •  15+ years technical support experience