Customer Support

RENATA DRUSKO

*******@*****.*** • 814-***-**** • Los Angeles, CA

Over 10 years experience serving clients by building relationships and delivering precise support. I am looking to use my education, my training on strategic customer care, along with my skills collected in technical customer support and recruiting to expand horizons in my next position.

Experience

National Recruitment Manager

Maxim Healthcare Group

Jun 2021 - March 2022 (9 months)

● Utilized databases and job postings to seek out qualified HIM (Healthcare Information Management) professionals for placement on remote, local, and travel contracts nationwide in medical coding and billing, auditing, compliance, and CDI.

● Screen new hire candidates via telephone interviews and electronic assessments.

● Create and edit candidates' resumes specific to experience and position details.

● Managed onboarding process to ensure a timely start date according to metrics and client satisfaction.

● Monitor and manage production and quality of contracted employees to ensure client and company standards are being met.

● Investigate and resolve employee relations issues.

● Build and maintain a professional network with employers, candidates, and contracted employees.

● Negotiate terms of contract with new hire candidates, including hourly and or salary wages.

● Counsel, guide, and train employees regarding company policy, procedures, and HIM knowledge.

Lead Customer/Technical Support Representative (In-office & Remote) Intellect

Mar 2017 - May 2021 (4 years 3 months)

● Served as the lead representative for Customer Support and troubleshooting configurations/technical issues for a variety of companies including medical devices, labs, aerospace, manufacturers, and more.

● Mapped out timelines with new customers during onboarding and implementation calls and developed a plan for success with execution.

● Assisted clients with configuration suggestions to precisely support their business workflows and quality management.

● Build long term relationships starting with onboarding and implementation to optimize the customer experience, satisfaction, and utilization of the product while reducing the rate of attrition.

● Completed Strategic Customer Care trainings with Sandler™ Trainings.

● Dedicated attention to pleasing clients and ensured clear communication and understanding through screen-share, phone calls, and email.

● Installed the Intellect software on internal support and clients' servers by setting up websites on IIS and databases on SQL.

● Managed servers for internal and customer support, established scheduled tasks, applied SQL patches, administered customer FTP, and applied licenses according to contracts and payments.

● Demoed integrations with Zapier and Sharepoint software to clients for upsale opportunities.

● Advocated for the customers by submitting bug fixes and enhancement requests.

● Administrated, designed, and maintained both internal and customer-facing knowledgebase software.

● Documented new knowledge and processes for the support team and customers.

● Successfully screened, interviewed, hired, and trained Customer Support team members to assist with the growing client base.

● Created reports on support statistics and improved Intellect’s overall SLA.

Automobile Salesperson

Seneca Motors Inc

Jun 2007 - Jan 2017 (9 years 6 months)

● Attended the car lot with paying attention to inventory, maintenance, legal procedures, sales, and customer accounts at a part time capacity.

● Participated in classes regarding state laws for renewal of the PA vehicle sales license.

● Organized the purchase of auto parts, transportation of vehicles, and renewed legal paperwork.

● Assisted customers both in person and over the phone on sales, payment, and more inquiries.

● Utilized the company website and online marketplaces to advertise for sales. Prevention Coordinator

Coalition Pathways

Aug 2014 - Dec 2015 (1 year 5 months)

● Worked to prevent and reduce teen drug use by changing knowledge, attitudes, skills and behaviors and helping to provide adults, youth, and families with the capacities they need to secure healthy, drug- free lifestyles.

● Developed Lead & Seed teams with multiple grade levels at Corry Area School District.

● Presented information and educated the students on the dangers of drug and alcohol abuse.

● Created logic models and action plans for the Lead & Seed events.

● Disseminated information to the public about various topics at events in Erie County.

Education

Mercyhurst University

B.S. Public Health; Information Technology Minor 2012 - 2016

● Captain of Women's Golf Team 2016

● Co-founder and elected treasurer of university's BSU

● Overall 3.6 GPA

Skills

Written & Verbal Communication • Customer Service • Information Technology • Microsoft Word • Zapier • Microsoft Teams • Webex • Zoom • Skype Business • Canva • Trello • Sharepoint • Asynchronous Work • PowerPoint • SQL Server • Time Management • Microsoft Excel • Teamwork • Adaptability • Leadership • Project Management • Problem-solving • Database Management • QMS • Reporting • Troubleshooting

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