Product Technical Support II (Level P05)

Jul 2025 - Jul 2025

Provided personalized client support leveraging knowledge of Real Estate industry and OneSite product. Documented client interactions using Salesforce ticket system. Built client trust, delivered basic training, troubleshot integrated products to identify root causes, managed real-time solutions, and documented product knowledge related to HUD.

TEAM POC | Customer Advocate Specialist | Tech SaaS Technical Support Specialist

May 2021 - Apr 2025

Handled phone, email, and chat support, SaaS Technical Tier 1 Support, data entry, lead generation, content moderation, and cold calling. Served as Team POC responsible for daily monitoring, PTO tracking, and productivity reports. Trained and evaluated team members, monitored monthly scorecards, and advised team managers on performance issues. Used AU activity platform to monitor logins.

Customer Advocate

Sep 2018 - May 2021

Performed multiple roles including Grievance Coordinator, Grievance Intakes Specialist, Member Services Advocate, and Provider Services Advocate, delivering comprehensive customer support and grievance management.

Accounting Clerk

Jun 2003 - Mar 2004

Managed accounts receivable and accounts payable processes, skilled in credit and billing operations to maintain accurate financial transactions.

Billing Clerk

May 2001 - Jun 2002

Processed patient billing statements, monitored daily admissions, charged tickets, and paid doctors' fees. Prepared monthly HMO billing reports for reimbursement and coordinated with nurses and doctors regarding patient charges and fees. Provided frontline customer service.

Medical Secretary

Apr 2001 - Sep 2018

Assisted doctors and patients during clinic hours and managed personal and clerical tasks for two doctors, ensuring smooth clinic operations and patient support.

Credit and Billing Clerk

Sep 1998 - Mar 2001

Prepared monthly accounts receivable aging reports, debit and credit memo reports. Handled crediting and debiting of accounts and coordinated with branch managers regarding problematic accounts to ensure accurate financial records.