Danielle Izzi Email & Phone Number

Managed a portfolio of strategic accounts and achieved continual National Promotor Score (NPS) and Customer Satisfaction (CSAT) improvement. Ensured smooth implementation and transitions across teams as well as on-going maintenance. Analysis, impact, and review of various product updates (regulatory, claims processing, technical, environment, vendor and interface). Defect and enhancement remediation/status. Quarterly business reviews to C-level executives to review service and product delivery metrics, trending, training needs, best practices, product initiatives, and understand customer strategy and opportunities. Effectively collaborated with cross-functional teams including product, regulatory, development, support, consulting, to drive resolution or operational improvement. Provided consulting and support as needed on a global level to identify and address gaps as well as revenue opportunities (additional products, training, best practices, and services).

United States

Management of front-line product support specialists providing coaching, training, and support to ensure high-quality interactions and satisfaction. Continual success on improving the client experience, motivation, and development of team members. Set, met, and exceeded all Key Performance Indicators (KPI's). Effectively managed multiple products including CRM transition to Salesforce, 24/7 on call service, IVR system, knowledge base, client migrations, etc. Managed client service operations, including resource allocation, budgeting, and reporting to ensure optimal efficiency and cost-effectiveness. Functioned as a liaison between clients and internal departments to facilitate communication and ensure the client's needs were met. Conducted performance evaluations, set performance goals, and provided on going training to ensure teams effectiveness.

United States

Front line support and supervision of the product support team. Served as a subject matter expert (SME) to clients and the product support team. Assisted with onboarding, training, and customer improvement initiatives. Identified process improvements to elevate the client experience and streamline internal operations. Managed migrations and installations for customers. Collaborated with various third-party business partner vendors on technical integrations.

United States

Provided front line technical support to payers and providers utilizing the PPS product suite which included Easygroup, WinStrat, WebStrat, and Rate Manager. Assisted customers with inquiries, questions, and issue resolution. Exceeded all Key Performance Indicators (KPI). Detailed and accurate entry and maintenance of client interactions and account management within CRM. Participated in regulatory training sessions to stay updated on product knowledge, Medicare and Medicaid regulations and customer service best practices. Provided implementation and training for new product software for customers.

Support of various Ambulatory Surgery Center and Provider Healthcare software products used for Claims Processing. Was promoted to EMC specialist to install, train, and support physicians and surgery centers on the Electronic Medical billing module.

Associate'S Degree, Business Administration And Management, General

Concentration in Accounting, Dean's List

Business Administration, Continued Education