Resume

2021-2023

· 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

· 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

· 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

· 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.

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

2008-2010