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Amos User

@amosuser7

Senior Customer Care Specialist at NetSuite resolving healthcare SaaS escalations, with 98% CSAT and 92% first-contact resolution.

United States

Message

At NetSuite (Oracle), I resolve complex healthcare SaaS escalations and maintain a 98% CSAT score and 92% First Contact Resolution rate. I reconstruct case histories to find root causes and work with clinical, billing, and IT teams on complex issues.

I also authored self-service knowledge base content and drove workflow changes that cut average resolution time by 25%. At Alleva, I supported behavioral-health organizations, partnered with product and engineering on urgent defects, and maintained 95% FCR.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Care Specialist

Current

NetSuite (Oracle)

Jan 2022 - Present (4 years 8 months)

Served as escalation resource for 70+ daily cases from healthcare organizations, resolving complex issues and maintaining 98% CSAT and 92% FCR. Authored self-service content and drove workflow changes that cut resolution time by 25%.

Salesforce Zendesk NetSuite Case Management Root Cause Analysis HIPAA compliance Knowledge Base Authoring Telehealth Support SLA Tracking Cross Functional Collaboration

Customer Care Specialist II — SaaS / Behavioral Health

Alleva

Nov 2020 - Oct 2022 (1 year 11 months)

Handled escalated technical and general support cases for behavioral-health organizations, resolving issues beyond front-line scope. Maintained 95% FCR and 97% positive rating while authoring self-service articles that lifted self-help usage by 10%.