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