Customer Support Specialist - Healthcare Tech Expert

Kala Faulkner

Austin, TX • 512-***-**** • ****.**********@*****.*** •

linkedin.com/in/kala-faulkner-b155201b5

Professional Summary

Customer Support Specialist with a background in healthcare and biotechnology, experienced in troubleshooting technical issues, documenting complex processes, and delivering empathetic, high-quality support in regulated environments. Skilled in phone, chat, and email-based customer communication, CRM documentation, and problem resolution. Adept at translating technical details into clear, actionable solutions that enhance customer satisfaction and system performance. Thrives in fast-paced, remote environments requiring analytical thinking, precision, and cross-functional collaboration.

Professional Experience

Member Services Coordinator

Curative Remote 11/2024 – Present

● Deliver responsive, high-quality support to 50–70 members daily through phone, chat, and email, increasing customer satisfaction by 15%.

● Resolve complex benefit and account issues in collaboration with multiple departments, improving first-contact resolution by 25%.

● Troubleshoot and resolve member portal and system access issues, documenting all interactions and solutions in CRM systems (HealthEdge, HelpScout).

● Create and maintain clear onboarding documentation, ensuring consistency and compliance with HIPAA standards.

● Recognized for clear communication and empathy when guiding members through complex healthcare processes.

Medical Lab Technician (Contract)

Ascension via Insight Global Austin, TX 03/2024 – 10/2024

● Served as a technical point of contact for resolving testing workflow issues; improved throughput by 20% through proactive troubleshooting.

● Documented recurring equipment and process issues, contributing data to quality improvement initiatives.

● Collaborated with IT and lab leadership to report and resolve instrument software errors, reducing downtime.

Research Technician (Contract)

Natera via BBSI Austin, TX 01/2024 – 03/2024

● Supported large-scale genomics operations with 100% sample traceability; logged technical incidents and escalated issues as needed.

● Identified and communicated process bottlenecks, contributing to onboarding documentation for new technicians.

● Provided feedback to improve LIMS functionality and user experience. Associate Scientist II

Sante Labs Austin, TX 06/2023 – 10/2023

● Provided internal client support for data and instrument issues, ensuring prompt documentation and resolution of technical concerns.

● Authored detailed test reports and SOPs, strengthening compliance with ISO 17025 standards.

● Supported cross-functional QA and R&D teams to improve data accuracy and report formatting.

Associate Scientist / Sr. Lab Technician / Lab Technician Molecular Templates Austin, TX 08/2021 – 04/2023

● Coordinated installation and calibration of laboratory instruments, assisting with PC setup and software configurations.

● Troubleshot hardware and software issues, collaborating with vendors to implement corrective actions.

● Developed SOPs and training documentation that reduced onboarding time for new hires by 40%.

Education

B.S. in Genetics & Cell Developmental Biology – In Progress Arizona State University

A.A.S. in Biotechnology

Austin Community College 2021

Technical Skills

● Customer Support: Phone, Email, Chat, Ticketing, CRM (HelpScout, HealthEdge, LIMS)

● Technical Troubleshooting: PC setup/configuration, software errors, instrumentation, connectivity

● Documentation & QA: SOPs, issue logs, root cause analysis, corrective action reports

● Communication: Clear written and verbal communication, de-escalation, empathetic engagement

● Regulatory Standards: HIPAA, CLIA, GLP, ISO 17025, GCP

● Tools: Microsoft Office Suite, LIMS, HealthEdge, HelpScout, Excel, Google Workspace

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