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Resume

2021-2023

Billing Specialist, Member Support @ Spring Health

·   Problem solves patient issues and creatively come ups with solutions that meet the patient’s and organization’s needs. 

·   Contributes to team development through participating in team problem solving, process creation and team meetings.

·   Works collaboratively with Spring's billing specialists, revenue cycle, and benefit teams to provide an excellent, streamlined patient experience.

2021-2023

Customer Support Manager @ Privy

·   Managed a team of three individual contributors through multichannel support; worked with each team member to grow their individual roles.   

·   Worked with Go to Market and Product leaders to provide feedback, shape new initiatives, and plan out new pricing for our merchants.

·   Assisted with merchant escalations as needed while working with my team to provide feedback.

2019-2021

Senior Billing Specialist @ Privy

·   Managed one individual contributor; provided quality assurance check-ins, identified coaching opportunities, and helped grow team member's career.

·   Proactively identified and addressed technical issues or bugs early on to prevent a greater impact.

·   Collaborated with other teams such as sales and customer success to ensure billing standards for all merchants.

·   Trained new members of support, success, and sales on billing procedures and points of escalation.

2019

Billing Specialist @ Privy

·   Educated merchants on billing processes and monitored all channels for customer communication, such as Zendesk and social media.

·   Researched credit card disputes to recover funds for Privy.

·   Ensured website documents and internal resources are up to date.

·   Ran trainings, workshops, or presentations around subject of expertise.

·   Developed new strategies for customer retention.

Additional Experience

GSN Games | Fraud and Risk Analyst  May. 2018 – Nov. 2018                                            
Staples | Analyst, LP Fraud Detection Oct. 2017 – May 2018                                                                                 

TicketNetwork | Fraud Prevention Specialist  Oct. 2016 – Oct. 2017                
                                                       

Brooks Brothers | International Authorizations Nov. 2013 – Oct. 2016                                                                                                              

Work Experience

2010-2011

Branford Hall | Paralegal Certificate

2008-2010

Asnuntuck Community College | Associate's Degree

Education

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