Customer Service | Technical SupportCustomer Service | Technical Support

Key Achievements:

As a Health Tech Support Specialist for AliveCor's Kardia products, I serve as the main point of contact for our users, bridging the gap between hardware technology, e-commerce support, and patient care. I rely on Zendesk every day as my core CRM to manage incoming tickets, emails, and live chats—leveraging macros for efficient responses while escalating complex software bugs or clinical portal issues to Tier 2. To handle order tracking and post-purchase inquiries, I dive directly into Shopify and BigCommerce to look up purchase histories, check shipment statuses across carriers like USPS or FedEx, update shipping details, manage KardiaCare subscriptions, and issue return labels (RMAs) or refunds for hardware like the KardiaMobile or KardiaMobile Card. On the technical side, I walk patients step-by-step through setting up their devices, pairing Bluetooth, navigating the Kardia app on iOS or Android, verifying phone compatibility, and guiding them on how to hold the device correctly for a clean EKG reading. Above all, I maintain strict HIPAA compliance to protect patient data (PHI) and carefully stick to non-clinical boundaries—delivering top-tier technical help without ever providing medical advice or diagnosing readings.

Key Achievements:

-Optimized CRM system health, maintaining high-fidelity account records and comprehensive user logs to support seamless cross-functional data accuracy. -Orchestrated seamless logistical workflows, managing the entire order lifecycle and account modifications to guarantee a frictionless client experience. -Deployed advanced customer retention frameworks, leveraging strategic problem-solving to salvage at-risk accounts and organically upsell premium service tiers.

Key Achievements:

-Governed comprehensive travel ecosystems, seamlessly managing proactive scheduling and logistical frameworks for high-profile leadership across global time zones. -Mitigated travel disruptions by engineered real-time, flawless adjustments to flight, accommodation, and transit arrangements with zero margin for error. -Served as a premier point of contact, providing high-caliber, articulate communications tailored specifically to the standards of senior corporate executives.

Key Achievements:

-Engineered rapid resolutions for complex hardware, software, and account access anomalies across diverse, multi-channel technical support environments. -Streamlined cross-functional collaboration to escalate business-critical incidents and meticulously document end-to-end technical resolution pathways for future knowledge sharing. -Orchestrated high-volume financial workflows, seamlessly managing complex billing inquiries, account updates, and charge disputes while consistently surpassing strict performance metrics (KPIs).

Key Achievements:

-Executed targeted database investigations and skip tracing techniques to reconstruct and validate complex account profiles. -Facilitated high-recovery financial negotiations, leveraging strategic empathy to establish sustainable repayment structures while maintaining positive client relations. -Upheld absolute data integrity and regulatory alignment, ensuring 100% adherence to financial compliance standards and internal SOPs.