Summary
Accomplishments
Skills
Work History
Education
Certification
Technical Proficiencies
Generic
Paula Goldman

Paula Goldman

Haifa

Summary

Customer support professional with six years' experience creating dynamic workplace cultures that prioritize the customer journey, retain high-performing teams, and consistently achieve KPIs. Productivity-driver known for identifying inefficiencies, including recurring support and product issues, and delivering solutions that streamline operational workflow while improving user experience satisfaction. Team champion skilled in creating mentoring training programs that provide teams with product knowledge, tools, and skills to succeed, leading to higher customer satisfaction and retention.

Well versed in mobile app medical devices sector with in-depth understanding of documentation associated with regulations and compliance requirements.

Accomplishments

  • Grew adherence to quality standards ~90% by creating and facilitating employee training programs centered on quality guidelines and processes
  • Engineered automated escalation ticketing system for product bugs and breakdowns within customer relationship management (CRM) system, automatically linking R&D to Jira board which slashed turnaround times nearly 50%
  • Surpassed targets by maintaining 95% or higher customer satisfaction rating during tenure, including resolving ~50 customer inquiries daily, shrinking customer complaints 30%.

Skills

  • Operations Management & Project Management
  • Business Processes
  • Continual Improvement & Problem-Solving
  • Root Cause Analysis (RCA) & Complaints Resolution
  • Data Analysis & Report Generation
  • Communication Skills
  • Collaboration
  • Social Media Platforms
  • Supplier Relationship Management
  • Stakeholder Engagement
  • Team Leader & Mentor
  • Industry Trends & Metrics
  • Compliance & Quality Processes, Quality Standards & SOP Development
  • Performance improvements
  • Cost reduction strategies

Work History

Customer Support Quality Manager

Dario Health
02.2021 - 09.2022
    • Revolutionized customer experience by delivering quantitative solutions to complex customer issues and introducing product improvements in partnership with research and development (R&D), manufacturing, and regulatory affairs.
    • Opened and streamlined communication channels and structured canned responses across cross-functional teams.
    • Raised call resolution accuracy 40% by designing automated RCA program for Salesforce which standardized troubleshooting procedures and reduced manual processes 25%.
    • Boosted customer satisfaction 25%, slashed response times 25%, and lowered customer complaints 20% by isolating and correcting recurring customer support issues based on data analysis.
    • Shrank non-conformances 20% by launching new quality management process that raised awareness of and increased conformance with regulatory standards (FDA, ICO, and CE) and advanced continuous improvement initiatives.

Support Operations Manager

Dario Health
10.2018 - 01.2021
  • Cultivated high performance culture among 10-member global customer support team while leading with transparency, improving processes, and streamlining workflow.
  • Informed data-driven decision making and continuous improvement initiatives by generating monthly reports for senior management detailing key performance indicators (KPIs), including ticket volume, response time, and customer satisfaction.
  • Boosted team's productivity 20% by encouraging open communications, collaboration, setting achievable goals, and encouraging feedback.
  • Facilitated 30% reduction in escalations and 20% increase in first call resolutions by piloting mentorship program that broadened skillsets of support specialists.
  • Elevated customer data accuracy 30% and effective management of customer support requests 25% by orchestrating collaborations among cross-functional teams and rolling out new CRM RCA audit system workflow.
  • Heightened team's flexibility 30% by rolling out cross-training program that grew team's knowledge of multiple product lines which lowered dependence on specialized resources.
  • Optimized support processes by defining and integrating standard operating procedures which scaled efficiency.
  • Orchestrated 10% rise in customer retention rates by engaging with and forging sustainable stakeholder relationships.

Customer Support Representative

Dario Health
06.2017 - 09.2018
  • Transformed underperforming areas, including partnering with engineering team to eliminate recurring product issues, resulting in 15% decline in support tickets.
  • Mentored and coached new hires toward increasing product knowledge 30% within first three months of employment. Enabled access to key tools, including implementing knowledge SharePoint platform that grew team's productivity 30%.
  • Eradicated 40% of escalations to higher level support by practicing in-depth knowledge of medical device products.
  • Communicated clear and effective instructions to customers, leading to 40% drop in follow-up inquiries.
  • Saved company money by lowering product returns 25% by delivering solutions to complex technical issues.
  • Accelerated customer loyalty 20%, earning recognition for receiving consistent positive customer feedback.

Education

Bachelor of Technology (BTech) - Health & Wellness Sciences

Cape Peninsula University of Technology
Cape Town, South Africa

BBA - Marketing Management And Research

IMM Graduate School of Marketing
Cape Town, South Africa

Certification

  • Sales: Customer Success, LinkedIn - 2023
  • Business Fundamentals for Customer Success, LinkedIn - 2023
  • SAS 9.4 Cert Prep: Part 2: Accessing Data, SAS Institute - 2022
  • SAS 9.4 Cert Prep: Part 1: SAS Programming Essentials, SAS Institute - 2022
  • ISO Management System Audit Techniques & Best Practices Training - 2021

Technical Proficiencies

MS Office, Excel, Software-as-a-Service (SaaS), Salesforce, Jira, Zendesk, Hubspot, Asana, SharePoint, Slack, Shopify, Stripe, Google Workspace

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Paula Goldman