# Amos User

Amos User is a remote worker on Himalayas, Senior Customer Care Specialist at NetSuite (Oracle), based in United States.

Source: https://himalayas.app/@amosuser7

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 34k+ USD |
| Job categories | Customer Support Specialist |
| Skills | Customer Support, Tier 2 escalation, Healthcare SaaS, Case research, Case Reconstruction, Root Cause Analysis, HIPAA compliance, PHI Compliance, Customer Satisfaction (CSAT), First Contact Resolution (FCR), SLA Adherence, Knowledge Base Management, Self Service Content Development, Workflow Improvement, Exception Handling |

## About

```text
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

### Senior Customer Care Specialist (current)

NetSuite (Oracle). Jan 2022 - Present

```text
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%.
```

Skills: 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

```text
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%.
```

Skills: Salesforce, Zendesk, Case-Management, Insurance-Verification, Onboarding, Product-Training, Defect-Resolution, Self-Service-Content, Telehealth-Support, HIPAA-compliance

## Education

### Osun State College of Technology

Associate of Financial Accounting, Management Science

```text
Associate of Financial Accounting in Management Science from Osun State College of Technology.
```

## Tech stack

- Salesforce
- Zendesk
- NetSuite

To contact Amos, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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