Client Experience Specialist with SaaS Expertise

Marlise C. Fausto

480-***-**** • *****************@*****.*** • Goodyear, AZ

Summary

High-performance Client Experience Specialist with over 14 years of experience delivering exceptional, high-touch support and advocacy in complex professional environments. Expert in SaaS-driven customer experience, utilizing tools like Salesforce and DialPad to optimize telephonic support systems. Proven track record of employing active listening to resolve complex service needs and translating client feedback into product improvement advocacy.

Work Experience

Client Services Representative November 2022 – April 2025 SONORA QUEST LABORATORIES, PHOENIX, AZ

Lead high-volume telephonic support optimization, managing complex incoming and outgoing communications while maintaining 100% HIPAA and data privacy compliance.

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Advocate for client needs by providing high-touch verbal and written communication regarding laboratory service requirements and technical results.

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Resolve complex service inquiries and Test-In-Questions (TIQ) alerts by utilizing SaaS CRM resources and internal troubleshooting platforms.

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Optimize operational efficiency by analyzing daily and monthly performance metrics to drive continuous service improvement and quality data integrity.

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Two Physicians/Location Surgery Coordinator October 2021 – August 2022 ENTICARE ENT, CHANDLER & GILBERT, AZ

Embrace a high-performance approach to multi-location scheduling, managing complex surgical timelines and emergency service requests.

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Optimize the insurance verification lifecycle, ensuring accurate legal and financial documentation for all patient service engagements.

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Lead the digitization of surgical documentation, entering post-operation data into electronic records with meticulous attention to detail.

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Resolve billing and insurance discrepancies by acting as a liaison between clients and external financial institutions.

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Customer Care Administrator May 2021 – September 2021 ROBSON HOMES, PEBBLE CREEK CONSTRUCTION, GOODYEAR, AZ Optimize telephonic support for warranty services, managing ticket assignments and ensuring high-touch resolution for homeowner inquiries.

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Advocate for timely service delivery by updating stage tracking systems and managing legal correspondence with homeowners.

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Utilize the Hyphen SaaS platform to manage the full lifecycle of warranty tickets, ensuring efficient case resolution.

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Lead the maintenance of superintendent call logs using AS400 systems to ensure data accuracy and workflow transparency.

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Preceptor/Trainer & Scheduler/Travel January 2012 – April 2021 CANCER TREATMENT CENTER OF AMERICA, GOODYEAR, AZ

Optimize complex scheduling for follow-up visits, imaging, and chemotherapy cycles using active listening to understand unique patient needs.

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Lead travel arrangement logistics for patients, ensuring a seamless experience through high-touch service and advocacy.

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Build and maintain high-performance relationships with clinical teams to streamline service delivery and improve patient outcomes.

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Education

Cosmetology in Cosmetology January 2004

GATEWAY TECHNICAL COLLEGE, KENOSHA, WI

High School Diploma January 2002

ANTIOCH COMMUNITY HIGH SCHOOL, ANTIOCH, IL

Additional Skills

Technical Skills & SaaS Platforms: Salesforce, SaaS, DialPad, AS400, Hyphen CRM, Telephonic Support Systems, Case Management Software, Data Analytics

Client Advocacy & Support: Customer Support, Legal Services Support, Active Listening, Client Advocacy, High-Touch Service, Call Center Operations, Product Improvement Advocacy Professional Operations: HIPAA Compliance, Insurance Verification, Performance Metrics, Staff Training, Process Optimization, Strategic Problem Solving

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