Open to opportunities

gelila zemene

@gelilazemene

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Customer Success & Support Specialist using data-driven problem solving in healthcare and tech.

Israel

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What I'm looking for

I’m looking for a customer success or support role where I can use my data-driven problem-solving, CRM/EMR expertise, and healthcare-informed empathy to resolve complex issues quickly, improve accuracy, and drive measurable client satisfaction.

I’m a customer-focused professional blending high-touch client care from healthcare with advanced technical training (Google Data Analytics, Java). I’m fluent in English, Hebrew, and Amharic, and I use a data-driven approach to resolve complex technical challenges and ensure client success.

Across roles from Dialysis Nurse to Claims Adjudicator and Customer Support, I’ve managed sensitive information and high-volume digital workflows—handling 250+ monthly customer cases with 99% accuracy, supporting 50+ inquiries daily via CRM, and delivering real-time data entry with EMR tools. I’m skilled at managing CRM/EMR systems, facilitating cross-functional communication, and using tools like Slack, Trello, and Zoom to keep support fast, accurate, and client-ready.

Experience

Work history, roles, and key accomplishments

Dialysis Nurse

Ichilov Hospital

Jan 2023 - Present (3 years 3 months)

Managed sensitive patient data for 10+ chronic patients daily, ensuring accuracy and compliance with healthcare regulations. Collaborated with care teams to update patient information and follow treatment protocols using EMR tools and real-time data entry.

Healthcare Compliance Cross Functional Communication

ER Clerk

Sheba Medical Center

Jan 2022 - Present (4 years 3 months)

Provided critical administrative support for ER teams by performing urgent data entry and managing patient records with 99% accuracy under high-stress conditions. Maintained clear, empathetic communication with medical staff and patients to support fast, accurate operations.

Administrative Support Data Entry

Claims Adjudicator

Harel Insurance

Jan 2022 - Present (4 years 3 months)

Processed and resolved 250+ monthly customer cases using digital and CRM-based systems, ensuring accurate and timely support. Provided technical and procedural guidance to clients and internal teams with 99% accuracy, improving customer satisfaction and departmental efficiency in a hybrid environment.

Claims Adjudication Customer Support Cross Functional Collaboration

Customer Support Representative

Tiv Taam Online

Jan 2018 - Present (8 years 3 months)

Resolved an average of 50+ customer inquiries daily via CRM platforms, phone, and digital channels while maintaining high customer satisfaction. Provided technical troubleshooting and guided users through complex online processes, escalating complex issues using CRM data and supporting service process improvements.

CRM Support Technical Troubleshooting Phone Support Process Improvement Customer Escalation Multilingual Communication