Gabrielle Sullivan
Chicago,IL
Summary
Experienced customer service professional with a successful track record in remote roles, focusing on Patient Care and Concierge services. Known for outstanding communication skills, high levels of empathy, and a commitment to prioritizing customer satisfaction. Proficient in resolving complex issues, maintaining detailed records, and consistently exceeding service standards. Skilled in utilizing CRM software to ensure data accuracy and deliver exceptional service in every customer interaction.
Overview
4
4
years of professional experience
Work History
Customer Technical Support Analyst
Tandem Diabetes Care Inc.
07.2024 - Current
- Managed high levels of call flow and responded to technical support needs.
- Worked under strict guidelines to maintain FDA clearance.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over the phone.
- Researched and identified solutions to technical problems.
- Documented all customer issues and concerns with a 90 day average Quality Assurance rate of 98%.
Remote Concierge
Westgate Resorts
11.2023 - 08.2024
- Address guest complaints or issues promptly and effectively, resolving them to the satisfaction of the guest and maintaining positive relations
- Achieves a 95% accuracy rate in administrative tasks, minimizing errors and improving efficiency
- Utilized CRM software to document customer interactions, update customer information, and track issue resolution, ensuring accurate and thorough records
- Demonstrates strong problem-solving skills to resolve customer complaints, manage escalations, and exceed service level agreements
- Collect Payments
Consumer Access Specialist
AdventHealth
11.2022 - 11.2023
- Accurately documented patient interactions and resolutions in the CRM system to maintain comprehensive patient records
- Processed various insurances, self-pays, VA benefits, Medicare and Medicaid
- Worked closely with doctors and nurses in an Emergency Room setting and Out-Patient setting
- Actively ensured HIPAA was maintained and PHI was protected
- Registered patients using EPIC and Cerner
- Was in the top 85% of collecting copays, good faith deposits and outstanding balances
Store Manager
Ashley Snell Collection
01.2022 - 11.2022
- Provided exceptional customer service via phone, addressing inquiries, resolving issues, and processing orders accurately and efficiently
- Demonstrated strong problem-solving skills to identify and resolve customer concerns promptly, resulting in increased customer satisfaction ratings
- Maintained detailed records of customer transactions and inventory in CRM system, ensuring accurate documentation and follow-up
- Achieved a 95% customer satisfaction rating based on post-interaction surveys.
Consumer Access Specialist (Temp)
AdventHealth
09.2021 - 01.2022
- Accurately documented patient interactions, inquiries, and resolutions in the CRM system to maintain comprehensive patient records.
- Processed various insurances, self-pays, VA benefits, Medicare and Medicaid
- Worked closely with doctors and nurses in an Emergency Room setting and Out-Patient setting
- Actively ensured HIPAA was maintained and PHI was protected
- Registered patients using EPIC and Cerner
- Collected copays, good faith deposits and outstanding balances
Education
Certificate - Paralegal Studies
US Career Institute
Fort Collins, CO06-2025
Associate of Science - Radiology - Did Not Graduate.
Keiser University
Orlando, FL01.2025
Skills
- Excellent verbal and written communication skills
- Strong problem-solving abilities with a focus on finding effective solutions
- Ability to work efficiently in a remote environment, managing time effectively and meeting deadlines
- Detail-oriented with a commitment to accuracy in documentation and data entry
- Customer-focused mindset with a dedication to providing personalized support and building positive relationships
- Conflict Resolution
- Time Management
- Data Privacy and Security
- Multitasking
- Empathy: Ability to understand and empathize with customer concerns, ensuring a compassionate and supportive interaction
- Patience: Capacity to remain calm and composed, even in challenging situations, to provide effective solutions and deescalate tensions
- Active Listening: Skill to attentively listen to customer needs and concerns, facilitating accurate problem resolution and fostering trust
- Adaptability: Willingness to quickly adapt to changing customer needs, procedures, and technologies, ensuring seamless service delivery
- Collaboration: Aptitude for working collaboratively with team members and supervisors to share insights, solve problems, and improve processes
Timeline
Customer Technical Support Analyst
Tandem Diabetes Care Inc.
07.2024 - Current
Remote Concierge
Westgate Resorts
11.2023 - 08.2024
Consumer Access Specialist
AdventHealth
11.2022 - 11.2023
Store Manager
Ashley Snell Collection
01.2022 - 11.2022
Consumer Access Specialist (Temp)
AdventHealth
09.2021 - 01.2022
Certificate - Paralegal Studies
US Career Institute
Associate of Science - Radiology - Did Not Graduate.
Keiser University
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