Position: Care Operations, Product Operations, Customer Support
Category: Support
English level: fluent
Years of experience: 9

• Cut First response & Resolution speed in a team of 8 people from days to hours 
• Established new communication channels with Customers
• Build Inner product Knowledge base
• Build a system to report issues to QA and work out batch solutions 
•  Crated full set of Standard operating procedures for my role 
•  Build and held two week Onboarding training for new hires
Clinical Operations Auth TL, Elemy (2020-2022) 
Prior Authorization Associate (2022)
Clinical Ops Auth Associate (2020)
Assisted in overseeing the daily operations of the Clinical Ops Auth department. Provided direction to staff to ensure the daily workflow and objectives are met. Interviewed & Trained new team members. Developed and wrote Standard Operation Procedures to identify the workflow. Developed Clinical Operations Dashboard to support the authorization and re-auth process by tracking progress with insurance carrier, and ensuring that service interruptions are avoided and determinations are documented. Researched and worked on escalated accounts and issues with payors. Initiated and obtained authorization for ABA services. Coordinated SCAs, Appeals and Denials for cases. 
• Building and Documenting Processes 
• High volume workflow 
• Administration skills 
• Automation & Performance review 
• Building remote workflow

Head of Customer Service, Readdle (2015 - 2016)
In charge of Beta Program, Readdle, 2014 - 2015
Customer Support Rep, Readdle (2012 - 2014)
(Team of 8 people) 
Analysed, planned, organised, controlled and troubleshoot work activities of the team. Improved customer support standards, processes and procedures. Created and coached Beta support team. Coached & trained team members, held monthly assessments.
• Cut First response & Resolution speed
• Established new communication channels
• Support automation
• Inner product Knowledge base
• Worked closely with QA on batch solutions

Assistant Content Manager, Vicman (2011 - 2012)
Maintained vendors database & generated new sales leads for 2 projects. Followed up on leads, sales, holding correspondence and negotiations. Created and managed product page (wordpress, minor html markup); copyedited and proofread promo content provided by vendor.