Customer Success Leader in Healthcare Tech & SaaS

Customer Success Manager / Client Account Manager — Healthcare Tech & SaaS

Claude J. Barnes

Riverview, FL • 813-***-**** • ***************@*****.***

PROFESSIONAL SUMMARY

Customer Success & Client Support professional with 10+ years of experience across healthcare services, remote IT support, and member/client account coordination. Proven track record in case management, retention, vendor and stakeholder communication, and high-volume issue resolution. Seeking a remote role in healthcare technology, SaaS customer success, or insurance-support platforms.

CORE SKILLS

Customer Success • Client Account Management • Case Resolution

Remote Support • CRM & Ticketing Systems • Stakeholder Communication

Onboarding & Member Support • Retention & Relationship Management

Healthcare & Insurance Operations • Cross-Team Coordination

PROFESSIONAL EXPERIENCE

AAA — Certified Travel Consultant Tampa, FL • 2017–2024

• Managed long-term member relationships and complex travel cases across phone, email, and CRM channels

• Handled 40+ client follow-ups with timely callbacks for travel itineraries and service resolutions

• Served as primary liaison between vendors, carriers, and customers to resolve service, billing, and policy issues

• Provided benefits education, proactive follow-ups, and escalation support to drive member retention

• Coordinated resolutions with internal operations teams and documented actions within CRM workflows

Concentrix (Apple Support) — Remote IT Support Representative Remote • 2014–2016

• Delivered remote technical troubleshooting and account assistance in a high-volume support environment

• Focused on first-contact resolution while maintaining empathy and quality standards

• Documented tickets, escalations, and resolutions using CRM/ticketing tools

• Guided users through software setup, device configuration, and account security workflows

Healthesystems — Customer Service Representative Tampa, FL • 2008–2011

• Supported Workers Compensation program members and healthcare/insurance partners

• Performed accurate case documentation, eligibility verification, and workflow coordination

• Provided benefit information, claim and service updates, and structured follow-up outreach

• Ensured timely resolution while maintaining compliance and data accuracy standards

EDUCATION

SNHU — Bachelor of General Studies (2014–2017)

Fortis College — Associate of Science (2012–2014)

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