Open to opportunities

Kamryn Palombo

@kamrynpalombo

Customer Success Specialist transforming high-volume support into retention, loyalty, and solution-oriented customer experiences.

United States

Message

What I'm looking for

I’m looking for a customer success role where I can de-escalate and resolve issues fast, drive retention and KPIs (FCR/CSAT), and use Salesforce/Zendesk to improve outcomes—while collaborating cross-functionally to make a real difference.

I’m an energetic and empathetic Customer Success Specialist with 10+ years of experience transforming customer interactions into meaningful, solution-oriented connections. I’m known for de-escalating challenging situations, turning around at-risk customers, and building loyalty through trust and education.

I excel in high-volume, multi-channel support—handling phone, email, and chat with clarity, empathy, and accuracy. I consistently drive KPI achievement with a focus on FCR, CSAT, QA scores, and metrics, while documenting every interaction to support smooth follow-through.

Most recently, I’ve managed high-volume patient calls remotely, scheduling and rescheduling appointments and guiding patients through intake questions with professionalism. Earlier roles in pharmacy customer support and member support strengthened my ability to resolve insurance and billing concerns while maintaining a calm, solution-first approach.

I also bring a software development background, including Associate Java Developer and Associate Full Stack Developer experience, where I collaborated with cross-functional teams and troubleshot complex system issues. That blend of customer-focused service and technical problem solving helps me translate needs into workable, reliable outcomes.

Experience

Work history, roles, and key accomplishments

Current

Patient Access Representative

Current

Omni Interactions

Jan 2026 - Present (6 months)

Managed high-volume inbound patient calls with empathy, ensuring scheduling accuracy and timely service. Scheduled/rescheduled appointments, documented interactions, and coordinated with departments to support escalated needs.

Patient Scheduling Case Management Customer Documentation De escalation

Member Support Specialist

Outlier

Oct 2024 - Jan 2026 (1 year 3 months)

Provided high-touch pharmacy support, resolving insurance and billing concerns while maintaining a calm, solution-oriented approach to retain customers. Collaborated on service workflow improvements to reduce waiting times and improve customer satisfaction.

Customer Support Pharmacy Insurance & Billing Support Customer Retention Conflict Resolution De escalation Account Management Documentation

Associate Java Developer

CGI Federal

Sep 2022 - Oct 2024 (2 years 1 month)

Collaborated on enterprise healthcare-adjacent software while handling sensitive data with accuracy and compliance awareness. Troubleshot complex system issues and delivered problem resolution under pressure.

Java Enterprise Software Development System Troubleshooting Debugging & Compliance Problem Solving Critical Thinking

Associate Full Stack Developer

IBM

Apr 2021 - Sep 2022 (1 year 5 months)

Built user-facing applications in cross-functional teams, strengthening communication and collaboration. Contributed to development and maintenance of software features from design through implementation.

User Facing Applications Cross Functional Collaboration Communication Teamwork App Feature Implementation

Customer Support Specialist

Little Verons

Oct 2011 - Apr 2021 (9 years 6 months)

Delivered consistent customer service over a decade by building lasting client relationships through trust and attentiveness. Processed transactions accurately and trained new staff on service best practices and point-of-sale systems.

Customer Service Client Relationships Transaction Processing Staff Training Point of Sale Reliability