Client Success & Support Specialist
Resume:
MICHELLE RICHARDSON
Client Success & Support Agent
609-***-**** *********@*****.*** Trenton, United States EMPLOYMENT HISTORY
Partner Support Specialist at Constant Contact
October 2023 - Present, Remote
Achieved rapid career advancement from Tier 1 to Partner level within 12 months, showcasing strong performance and leadership.
Surpassed company KPIs and quality assurance standards, consistently maintaining CSAT scores and schedule adherence above 85%.
Delivered high-touch service to business partners, using Salesforce, Slack, and Five9 to enhance retention and strengthen customer loyalty. Fostered strong relationships with business partners, ensuring a collaborative approach to service delivery and problem-solving.
Created clear and effective email marketing content that resonated with target audiences and improved campaign performance.
Customer Support Agent (Temporary Contract) at Insight Global — Allivet Veterinary Supplies
June 2022 - August 2022, Remote
Proactively learned the email workflow, enhancing service delivery beyond initial live chat training.
Managed and responded to 30+ emailed customer inquiries regarding products, services, and company information, ensuring accurate and timely communication. Collaborated with team members to address recurring customer concerns, leading to a 25% reduction in complaint escalation.
Analyzed customer data to identify and resolve shipping, returns, and missing orders issues, implementing effective solutions that improved satisfaction by 32%. Maintained detailed records of customer interactions to inform future service strategies.
Patient Access Representative at Clinical Health Network For Transformation (CHN)
February 2021 - November 2021, Remote
Handled 30-40 patient calls daily via RingCentral CXOne, achieving service level and handling time benchmarks.
Ensured 100% confidentiality of patient, employee, and company information in strict accordance with HIPAA regulations.
Educated customers on billing, payment processing, and support policies, enhancing clarity in financial communications.
Demonstrated strong interpersonal skills, fostering a positive and supportive environment for patients and colleagues.
Telemedicine Registration Specialist at Southern Jersey Family Medical Centers, Inc.
January 2020 - November 2021, Remote
Developed and optimized the Telehealth Pilot workflow, enhancing efficiency in patient visits.
Presented the new workflow to the board of directors, showcasing leadership and effective communication.
Conducted comprehensive training for the team, ensuring seamless adoption of the new process.
Monitored and analyzed workflow performance, leading to continuous improvement and operational excellence.
Maintained accurate records of patient interactions, contributing to data-driven decision-making.
Expertly handled 30+ calls or telehealth appointments daily. SUMMARY
Client Success & Support Agent with 15 years of experience, proficient in Healthcare and SaaS. Deep expertise in the healthcare domain and remote support services. Thrive in startup and scale-up environments. Possesses leadership experience managing globally distributed teams. Worked with renowned companies such as Constant Contact and Clinical Health Network For Transformation. Biggest strengths include Customer Service Excellence, Client Relations, Conflict Resolution, and Workflow Optimization. Passionate about creating streamlined workflows and delivering superior patient and client satisfaction.
EDUCATION
GED
Hamilton Township Board of Education, Township of
Hamilton, NJ
Court Transcript Proofreading
Proofreading Anywhere
Digital Scoping Fundamentals
Digital Scoping School Online Self-Study
Anatomy and Pathophysiology Certificate of
Completion
AAPC
Medical Terminology Certificate of
Completion
AAPC
QA Reporting (Quality Assurance) Training
ARC Editing and Writing Services
Virtual Assisting Training
VA Networking
General Proofreading
Proofread Anywhere
HOBBIES
Organizing projects and Bullet Journaling
Unit Secretary at Capital Health
September 2015 - January 2021, Trenton
Spearheaded initiatives that increased engagement efforts, showcasing strong problem-solving and leadership skills.
Achieved a 17% reduction in discharge time by collaborating on the new discharge process implementation.
Evaluated and refined existing protocols, contributing to a 75% decrease in operational delays.
Mentored junior staff on best practices, fostering a culture of continuous improvement within the unit.
Monitored supplies and maintained equipment, reducing waste by 16%. SKILLS
EMR/EHR Systems CRM Software Email Marketing
Conflict Resolution Training and Development KPI Achievement Regulatory Compliance (HIPAA, Medicare, Medicaid)
Workflow Optimization Problem Solving Communication Skills Adaptability Data Analysis Typing SaaS Knowledge
Remote Support Services Automations Inbox management Customer/patient service Communication Time management Organization Project management Creativity Dependability Detail orientation General Proofreading
Court transcript proofreading General/medical transcription AI tool proficiency IT knowledge Growth Microsoft office Google workspace Messaging platforms Social media
EXTRA-CURRICULAR ACTIVITIES
Volunteer at Distributed Proofreaders
June 2026 - Present
Volunteer to proofread literature previously typed through this organization Proofread and edited literature for clarity and accuracy, enhancing the quality of published materials.
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