Customer Service Success
Resume:
Alba Ferro
Details
*********@***.***
Skills
Customer Service
Timelines
Medical Software
Troubleshooting (Problem
Solving)
Communications
Customer Satisfaction
Electronics
Presentations
Filing
Milestones (Project Management)
Salesforce.Com
Customer Success
Professionalism
Technical Assistance
Electronic Filing System
Customer Support
Billing
Project Documentation
Project Implementation
Workflows
Healthcare
Project Management
Profile
With over 13 years of exceptional experience in implementing EDI systems, providing support, and delivering outstanding customer service, I am a seasoned EDI Implementation Coordinator. Known for my exceptional organizational skills, methodical approach, and ability to effectively manage daily milestones, I have successfully overseen high-performance teams throughout my career. Employment History
EDI Implementation Coordinator (Promotion), CompuGroup Medical US
(Acquired EMDs)
JANUARY 2 0 1 9 — PRESENT
• Organized project implementation resources and leveraged expertise to assist organizational roll-out.
• Evaluated and defined internal and customer needs, implementing processes to address requirements.
• Led custom product training and deployment to meet organizational goals.
• Cultivated project timelines, documentation, processes, and updates to develop and manage tactical plans.
• Closely collaborated with project members to identify and quickly address problems.
• Responsible for new client projects, ensuring customers have a greater understanding of the billing workflow within Aprima while training and reviewing their issues on a weekly basis to ensure customer success
• Provided support to clients needing assistance with EDI-related issues affecting their billing and collections.
• I worked directly with customers to inform them about the benefits and limitations of claims, eligibility, and ERA functions within Aprima.
• Trained new employees
EDI Implementation Specialist (Promotion), EMDs (Acquired Aprima Medical Software)
JANUARY 2 0 1 8 — PRESENT
• Focused solutions on industry-specific workflows, client bases, and protocols, tailoring implementations to client needs.
• Configured, installed and handled troubleshooting tasks for a variety of different applications
• Delivered an exceptionally high level of professionalism and support to each client, upholding the company's commitment to service.
• Explained complex, technology-related issues in basic, understandable terms to clients.
• Suggested solutions to developing problems during the project so the correct modifications could be made.
• Responded to customer inquiries and provided technical assistance over the phone.
• Generated reports within the Aprima software to track billing performance and analyze trends for clients.
• Helped in implementing and developing training documentation to provide to clients.
Languages
English
Spanish
Senior EDI & Implementation Analyst, Aprima Medical Software JANUARY 2 0 1 0 — PRESENT
• Provided support to customers who needed assistance with EDI-related issues affecting their billing and collections.
• Worked directly with clients to inform them about the benefits and limitations of claims, eligibility, and ERA functions within the Aprima software.
• Responded to inquiries regarding EDI issues with enrollment, claims, payments, and/or clearinghouse activities.
• Understanding of 835 and 837 message structures.
• Answered customer support inquiries via specialized ticket tracking platforms such as Salesforce.
• Managed service follow-up communications, confirming satisfactory resolution of customer's service requests via email and phone.
• Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback
• Responded to incoming tickets via Salesforce to address client support needs
• Created process documentation to supply clients in order to assist with their success.
Education
Liberal Arts and General Studies, University of North Texas, Denton Richland College, Dallas
High School Diploma, Richardson High School,, Richardson J UNE 1 9 9 0
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