Customer Support Operations & Process Improvement
Resume:
Nadine N. Ngimndo
Columbus, OH • *************@*****.*** • 614-***-****
CUSTOMER SUPPORT OPERATIONS PROCESS IMPROVEMENT CRM & WORKFLOW SYSTEMS SERVICE DELIVERY LEADERSHIP
SUMMARY
Versatile and detail-oriented Customer Support and Operations professional with 7+ years of experience in customer service, client support, scheduling coordination, workflow management, and operational excellence. Proven ability to manage high-volume requests, resolve complex customer issues, support business systems, and improve service delivery processes. Experienced with CRM and ticketing platforms, including Salesforce, HubSpot, ServiceNow, Zendesk, and JIRA. Skilled in quality assurance, reporting and analytics, team coaching, process improvement, stakeholder communication, and cross-functional collaboration. Recognized for strong communication, problem-solving, adaptability, and delivering exceptional customer experiences in fast-paced environments.
HIGHLIGHTS
Customer service professional with experience supporting high-volume client requests and resolving issues efficiently
Skilled in handling customer inquiries across multiple channels, including phone, email, chat, and ticketing systems
Experienced using CRM platforms such as Salesforce and HubSpot to manage customer interactions and maintain accurate records
Strong ability to troubleshoot problems, resolve complaints, and deliver positive customer experiences Proven ability to manage competing priorities while maintaining accuracy and meeting service-level expectations
Experienced in quality assurance reviews, ticket auditing, and reporting to support operational performance Skilled at coaching and mentoring team members to improve service quality and process consistency Effective communicator with experience collaborating across departments to resolve issues and improve workflows
Detail-oriented with a strong focus on compliance, documentation, follow-through, and service excellence TECHNICAL SKILLS
CRM & Ticketing Platforms: Salesforce, HubSpot, ServiceNow, Zendesk, JIRA Project & Collaboration Tools: Asana, Workfront, Confluence, Slack, Zoom Microsoft Office Suite: Excel, Outlook, Teams, SharePoint, MS Project Reporting & Documentation: Ticket Auditing, Process Documentation, Knowledge Base Management CORE COMPETENCIES
Customer Service & Client Support Team Training & Coaching Issue Resolution & Problem Solving Stakeholder Communication
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Phone, Email & Chat Support Cross-Functional Collaboration Service Request Management Conflict Resolution & De-escalation Scheduling & Calendar Management Time Management & Multitasking CRM Systems Management HIPAA Compliance
QA Reviews & Reporting Customer Experience Management Process Improvement Workflow Optimization
Service Delivery Support Data Entry & Accuracy
Documentation & Record Keeping IT Compliance & Operation Remote Collaboration
EDUCATION
University of Akron, Akron, OH — BA, Criminal Justice, 2023 WORK EXPERIENCE
Lead Scheduling Coordinator / Customer Service Operations Epiphany Management Group - Akron, OH January 2019 - May 2026 Managed high-volume scheduling operations, coordinating daily appointments while optimizing provider utilization and workflow efficiency
Maintained accurate scheduling records and real-time calendar management using HubSpot, Salesforce, and CRM platforms
Verified patient demographics, insurance eligibility, and authorizations to support compliant billing and service delivery
Reduced no-show rates through proactive appointment confirmations, reminders, and follow-up communications
Resolved scheduling conflicts and urgent requests by prioritizing needs and reallocating resources to maintain service continuity
Collaborated with clinical and administrative teams to align scheduling activities with patient care priorities and operational goals
Maintained HIPAA compliance by safeguarding confidential patient information and adhering to regulatory standards
Managed cancellations, waitlists, and appointment backfill strategies to maximize provider productivity and minimize scheduling gaps
Supported administrative operations through data entry, reporting, record management, and documentation accuracy
Provided technical support to users and internal teams by troubleshooting system issues, resolving workflow challenges, and ensuring timely issue resolution
Managed and tracked service requests using Salesforce, ServiceNow, Zendesk, JIRA, and other ticketing platforms
Assisted with system updates, testing, validation, and data integration activities to ensure smooth platform performance and user experience
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July
Performed quality assurance (QA) reviews of service tickets to ensure accuracy, completeness, compliance, and adherence to service standards
Generated, maintained, and analyzed operational and ticketing reports to identify trends, monitor performance metrics, and support data-driven decision-making
Coached, trained, and mentored team members on customer service best practices, scheduling procedures, workflow processes, and system usage
Served as a resource for team members by providing guidance, answering process-related questions, and supporting continuous learning initiatives
Communicated project updates, issue resolutions, and system changes effectively to stakeholders and cross- functional teams
Maintained detailed documentation of service requests, incidents, resolutions, process improvements, and knowledge-based materials
Improved operational efficiency through process coordination, problem-solving, workflow optimization, and continuous service improvement initiatives
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