Professional Experience

Series B Clinicogenomics Data Company with a mission of unlocking the potential of human genomics data to change precision medicine. Joined the company as one of the original support team members.

• Senior Customer Support Representative

• Contributed to support knowledge database.
• Assisted in interviewing, onboarding and training new hires.
• Advanced troubleshooting of systems and software.
• Configured changes and updates to the software interface.
• Communicated the status of support tickets to customers and triaged tickets outside of CS scope.
• Building data analytics for Operations Team using Google's Looker BI tool.

• Customer Support Representative

• Built support infrastructure, policies, and procedures with the Customer Support Team, reporting directly into the COO.
• Gained a solid understanding of lab processes in the clinical genomics space.
• Participated in On-Call operations.
• Worked to establish relationships and trust with customers.
• Made adjustments to ticketing system in order to streamline operations.
• Worked with compliance to establish PHI proticols that aligned with information security goals
• Trained users in the use of LIMS and Provider Portal applications

Part of the Vyne Corporation, an electronic payment processing provider for dental practices.

• Customer Support Representative

• Assisted customer dental offices with installation, configuration and troubleshooting of claim management software.
• Trained new customers on the use of Remote Lite and the claim submission process.
• Troubleshooted networking and windows compatibility issues.
• Provided support in regards to the status of submitted claims and assisted customers in fixing issues with claim data.
• Worked with the Development Team on special projects designing UI enhancements.

Provider of technology-enabled education finance and business processing solutions that simplify complex programs and help millions of people achieve success.

• Customer Resolutions Specialist

• Contacted borrowers on behalf of the United States Department of Education.
• Used knowledge of current repayment plans and alternative options to help borrowers navigate the complicated topic of loan management and repayment.
• Used diplomacy and de-escalation skills to defuse negative or hostile conversations.
• Worked with a team to achieve goals set by management.

Specializing in the receivables and collections market through digital engagement platforms and fully integrated payment processing.

• Technical Communications Intern

• Converted software user help files to a format compatible with newly installed technical communications platforms.
• Revised content of user help files to align with updated software.
• Adapted editing activities to meet the emergent needs of the software development process.
• Completed training on Agile software development and Scrum.