Maleka Thompson

I’m a Customer Support and Operations professional with 5+ years of experience supporting high-volume client inquiries across healthcare, legal, and telehealth environments. I’m known for strong communication, attention to detail, and delivering efficient, empathetic support in fast-paced, high-growth settings.

In my current role as a Senior Care Support Coordinator at Spring Care, I act as a primary point of contact for escalations, resolving complex scheduling, platform, and documentation issues across phone, chat, and email. I document support cases accurately in CRM systems to ensure clear issue tracking and resolution, and I support users with account setup, scheduling, and troubleshooting telehealth platforms while maintaining a 98%+ QA score. I also collaborate with Clinical Operations, Product, and Engineering teams to identify workflow improvements and recurring support issues.

Previously at Cerebral, I managed high-volume patient appointment scheduling across multiple providers, coordinating rescheduling, cancellations, and follow-ups while keeping calendar accuracy strong. Before that, as a Legal Administrative Coordinator for a Municipal Court, I managed high-volume judicial calendars and coordinated scheduling across judges, attorneys, law enforcement, and defendants to prevent conflicts and maintain efficient operations. Across roles, I consistently combine case/ticket management, conflict resolution, and cross-functional documentation to improve service workflows.