At NextGen Healthcare, I deliver Salesforce support to internal users, resolving an average of 20 tickets per day. I also developed and deployed a case-routing flow that replaced manual queue management and reduced administration time.
At Salesforce, I managed customer service issues and created knowledge base materials for customers and partners. I also assisted customers using predictive and generative AI tools, including Einstein Assistants.
At AMC Health, I led a six-month initiative to implement Salesforce Service Cloud and supported the Interactive Intelligence / Genesys phone system. I also served as Product Owner for a content team implementing disease management protocols through IVR, mobile, and web modalities.
At GE Healthcare, I maintained Siebel CRM and coordinated support and improvements for customer service tools. My work also included reporting and data analysis, and I administered the Jive Service Portal for customer ticket submissions.
