Celeste O’Brien

415-***-****

ad1jiq@r.postjobfree.com

Member Support Manager Yes Health, Inc. September 2021 - December 2022

● Lead a team of 5 to support our members with in app use, device use, and program requirements

● Worked with 8 different insurance providers to support our members with program use/requirements

● Managed Salesforce reporting for 3 departments while closing 500 cases per week

● Supported members daily via phone, email and in app Retail Operations Specialist TruLocal, Inc. September 2020 – March 2021

● Managed 3-5 product categorization/taxonomy projects per week for new members

● Managed 65-85 accounts weekly with onboarding and continued to support when launched supporting the member with retail logistics, advice on product sales, refunds, exchanges, etc.

● Internally identify gaps and areas of improvement in the product and process, document, and advocated for solutions with the onboarding process

● Supported members daily via phone, email and through chat Project Manager/Launch Coordinator AudienceView (formerly Vendini) May 18 - 2019 - April 2020

● Managed 80-100 accounts weekly to onboard with $500,000 value

● Worked with 5 departments to get a member launched

● Trained and managed 2 interns

● Maintained up-to-date project information in Salesforce

● Streamlined new processes for onboarding new accounts

● Worked with 4 different programs to launch members Member Support Specialist Vendini August 2016 – May 2018 (promoted into above roles during acquisitions)

● Responded to inbound inquiries via email, phone, and chat to troubleshoot technical support issues. Averaging a closed daily case count of 75 per day

● Assisted members with program, device and support needs

● Documented and updated member account information in Salesforce Customer Support Representative & Scheduler Cagwin & Dorward August 2014 - August 2016

● Answered 90+ calls daily, including appointment scheduling and service inquiries

● Collaborated with 4 departments on multiple internal projects

● Designed and implemented landscape maintenance and tree care contracts for customers. Averaging 100 a week

● Completed all data entry and order processing requests while ensuring a high level of quality for multiple departments