Open to opportunities

Ariana Houghtaling

@arianahoughtaling

Customer operations and quality specialist driving billing accuracy, workflow improvements, and excellent customer experience.

United States

Message

What I'm looking for

I am seeking a remote or hybrid role where I can improve customer experience, standardize workflows, ensure billing accuracy, and collaborate cross-functionally to drive measurable operational improvements.

I am a Customer Operations, Quality, and Financial Support professional with 13+ years supporting provider-facing teams, customers, and internal stakeholders in fast-paced, remote environments. I excel at quality monitoring, workflow improvement, performance analysis, billing and claims support, and maintaining data integrity across CRM, ERP, and EHR systems.

At Lashify I deliver high-volume, multi-channel support while conducting quality monitoring, auditing customer and payment data, and partnering cross-functionally to implement process improvements that reduce repeat contacts and elevate CSAT. At Instacart I led and coached in-store shopper teams, managed operational reporting, reconciled transactions, and served as a primary escalation point to maintain service standards.

I bring disciplined attention to accuracy, discretion, and calm execution in complex operational environments, and I am skilled at translating audit findings into trainings, SOPs, and measurable workflow improvements that improve customer and patient experiences.

Experience

Work history, roles, and key accomplishments

Current

Senior Concierge Specialist

Current

Lashify

Mar 2023 - Present (2 years 10 months)

Delivered high-volume omnichannel customer support while conducting quality monitoring, auditing CRM/ERP data, and implementing cross-functional improvements that reduced repeat contacts and improved CSAT.

Customer Support CRM Data Auditing Process Improvement Cross Functional Collaboration Reporting

In-Store Shopper Manager

Instacart

May 2016 - Jun 2023 (7 years 1 month)

Led and coached a large team of in-store shoppers, managed onboarding/training and performance metrics, and reconciled transactions to improve operational accuracy and customer satisfaction.

Team Leadership Training Performance Monitoring Escalation Management Process Improvement Customer Experience

HR Data Entry & Customer Service Assistant

The Bridge of Central Mass

May 2011 - May 2017 (6 years)

Entered and audited patient and financial claim data with HIPAA compliance, supported billing/claims follow-up, and assisted with EHR implementation to improve data quality and staff adoption.

Data Entry EHR Billing HIPAA Payment Posting Data Quality Staff Training

Education

Degrees, certifications, and relevant coursework

Quinsigamond Community College

Associate Degree in Science, Business Administration

Completed an Associate Degree in Science with focus on Business Administration, covering foundational business principles and administrative practices.