Arica Saltzman Email & Phone Number

• Develop and establish procedures, standards, and infrastructure governing consumer-initiated interactions (via chat and email) for Fintech SaaS company
• Responsible for writing knowledge articles and managing the customer facing knowledge base
• Created companywide escalations process
• Managed escalations, feedback to relevant departments, and post-escalations reporting
• Provided Tier 1 and 2 support and solutions to users
• Responsible for creating and delivering marketing plan for multiple Brands

Department awarded with StellaService Elite Award, recognizing retailers for best-in-class customer service across phone and chat for GreenSmoke.com.· Manage a team of four responsible for the planning and implementation of all Customer Care projects for three ecommerce brands, and all internal department initiatives. · Develop and establish procedures.

· Responsible for planning and implementing Customer Care infrastructure projects and programs, including Nice WFM, Nice Engage, Microsoft Dynamic CRM, Live Person, inContact and Magento.· Created and updated all consumer-facing policies, processes and procedures for the Customer Service Department including escalations processes, Customer Care Business.

· Managed a remote team of multi-brand (3) and multi-channel Customer Care agents. · Monitored interactions with customers and system processes, to ensure they all met quality and compliance standards.· Identified and escalated consumer trends for Brand Manager’s’ attention.· Prepared and delivered individual KPI reporting to Contact Center agents as part.

· Provided customer support via Chat and email, including upselling.

Raanana

· Liaison to Doctors Office Staff and Insurance Companies· Medical Claims Billing· Workman’s Compensation Medical Billing· Payment Posting, Accounts Receivable· Responsible for Training and Overseeing Employees.

Skokie, IL

· Liaison to Nursing Home Staff, Insurance Companies, Medicare, Veterans Affairs and Public Aid· Patient Accounts· Medical Claims Billing, UB and HCFA· Accounts Receivable, Financial Statements· Verification of Eligibility.

Skokie, IL

· Customer Service· Processing medical claims, UB and HCFA· Accounts receivable, accounts payable, financial statements· Data Entry· Filing· Verification of eligibility· Liaison to Insurance Companies.

Greater Chicago Area

· Accounts receivable, accounts payable, financial statements · Inventory· Filing· Customer Service.

Advance Project Management & Pmp Course, Project Management

Ba, Psychology