Customer Support Specialist - SaaS & Technical Troubleshooting

STEPHANIE GIROIR

205-***-**** • ***********@*****.*** • Killen, AL

Summary

Expert Customer Support Specialist with over 10 years of experience providing high-impact technical assistance in fast-paced environments. Highly proficient in SaaS Customer Support and Technical Troubleshooting, with a proven track record of delivering excellence across Live Chat, Phone Support, and Email Support channels. Dedicated to enabling customer success through expert product knowledge and efficient Time Management.

Work Experience

Customer Service April 2025 – Present

NOVITAS SOLUTIONS, REMOTE

Resolve complex Medicare provider inquiries regarding claim denials through Technical Troubleshooting and Phone Support.

•

Maintain deep subject matter expertise on evolving Medicare regulations to enable accurate and timely claim resolutions.

•

Document detailed interaction logs and ticket notes to ensure continuous improvement and compliance with internal audit standards.

•

Empathize with providers during high-pressure situations, providing a professional experience while solving systemic billing issues.

•

Customer Service Chat Representative July 2023 – Present MEDCOST, REMOTE

Manage multiple concurrent Live Chat sessions while maintaining expert-level product knowledge and high- quality response standards.

•

Enable customer success by providing real-time Technical Troubleshooting and guiding users through complex platform features.

•

Implement active feedback from Quality Assurance audits to consistently exceed goals for handle times and resolution accuracy.

•

Streamline internal documentation processes for common technical inquiries to reduce response latency and improve efficiency.

•

Call Center Agent February 2022 – May 2024

STATLINX, REMOTE

Applied Scheduling Industry Expertise to coordinate doctor appointments and manage patient workflows within a hospital ecosystem.

•

Resolved high volumes of patient inquiries via Phone Support and Email Support, consistently improving customer satisfaction ratings.

•

Maintained operational efficiency in a fast-paced environment by multitasking between scheduling systems and internal databases.

•

Performed regular Ticket Audits on scheduled appointments to ensure data integrity and alignment with office manager requirements.

•

Customer Service Representative September 2021 – January 2022 EVERISE, REMOTE

Resolved complex insurance coverage disputes with empathy while maintaining professionalism under high- stress conditions.

•

• Enabled expert-level regulatory guidance by successfully passing the state insurance licensing examination. Documented customer feedback to assist in the identification of recurring service issues and systemic improvements.

•

Customer Service Representative September 2015 – November 2019 SITEL, HAMILTON, USA

Acted as a technical resource on the escalation line to provide advanced troubleshooting support beyond standard floor capabilities.

•

Resolved escalated customer conflicts by applying active listening and expert product knowledge to find win-win solutions.

•

Maintained high levels of productivity while responding to diverse requests across multiple industry-specific software systems.

•

Customer Service Representative February 2013 – November 2017 DULUTH TRADING COMPANY, REMOTE

Managed the end-to-end customer lifecycle, including order placement, returns, and complex exchanges using multiple retail systems.

•

Education

Cosmetology in Cosmetology January 1997

BEVILL STATE, HAMILTON, AL

Additional Skills

Core Customer Support: SaaS Customer Support, Technical Troubleshooting, Live Chat, Phone Support, Email Support, Conflict Resolution, Empathy

Operations & Methodology: Time Management, Active Feedback Implementation, Ticket Audits, Quality Assurance (QA), Written Communication, Documentation Technical & Industry Knowledge: Scheduling Industry Expertise, Multi-system Navigation, CRM Software, Medicare Claim Clarification, Insurance Regulatory Compliance Certifications

• Insurance Licensing - State of Alabama (October 2021) Management Classes

• 7 Habits

• Franklin Covey leadership classes

Contact this candidate