Open to opportunities

Melody User

@melodyuser

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Customer Success professional with 6+ years in healthcare tech.

United States

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What I'm looking for

I am seeking a role that fosters collaboration, innovation, and growth opportunities.

As a Customer Success professional with over six years of experience in healthcare technology and SaaS, I have honed my skills in resolving complex issues and managing B2B client relationships. My passion lies in creating efficient, scalable support experiences that drive user retention and enhance customer satisfaction. I thrive in dynamic environments where I can leverage my expertise to improve product and customer outcomes.

In my recent role as a Customer Success Representative at Leadr, I led customer support operations, achieving a remarkable 96% CSAT score. I collaborated closely with product teams to address technical challenges and implemented AI-powered support functions to streamline customer interactions. My previous experience at Sana Benefits further solidified my ability to manage high volumes of customer inquiries while maintaining a strong focus on quality service and satisfaction.

Experience

Work history, roles, and key accomplishments

Customer Success Representative

Leadr

Jun 2024 - Present (1 year)

Owned and managed customer support operations as a team lead, acting as the primary liaison for troubleshooting technical issues and driving platform adoption. Independently managed support chat and email queues while maintaining a 96% CSAT score across a B2B client base.

Customer Support Technical Troubleshooting CSAT Data Analysis SaaS

Customer Support Representative

Sana Benefits

Jul 2022 - Present (2 years 11 months)

Maintained accurate records of customer interactions using CRM software including Zendesk and Jira, handling multiple priorities such as incoming calls and tracking customer complaints. Provided customer support to an average of 60 customers daily via phone, email, and live chat, assisting with product inquiries, technical issues, and account management.

Customer Relationship Management (CRM)Zendesk Jira Customer Service Technical Support Customer Satisfaction Healthcare Claims Communication Zoom)Slack

Office Manager

ADHD Treatment Center

Jan 2019 - Present (6 years 5 months)

Facilitated patient and member experience by resolving issues related to clinic services, resources, and software, assisting an average of 20 clients per day. Managed a high volume of incoming calls and emails, responding promptly and professionally to patient inquiries and requests.

Scheduling Data Protection Insurance Verification Communication Google Workspace

Education

Degrees, certifications, and relevant coursework

Arizona State University

Bachelor of Social Work, Social Work

Completed a Bachelor of Social Work program at Arizona State University. Gained foundational knowledge and skills in social work practices and principles.