Danielle L. Email & Phone Number

Alpharetta, GA, US

• Answers first level incoming customer support requests in a fast-paced environment via phone or email.
• Automate repetitive tasks and support the deployment and monitoring of automated systems and infrastructure.
• Supports ongoing management and retention activities, including research to determine the root cause of the issue or problem.
• Collaborate with a Product Development, Customer Success and DevOps to optimize automation processes, improve cloud service reliability, and ensure timely resolution of technical issues for customer needs.
• Regularly update information across support channels such as Slackto address technical issues and automation changes.

Wilmington, NC, US

• Responds accurately and professionally to technical and medical information inquiries received via phone, email, internet or mail in reference to pharmaceutical or device products.
• Processes fulfillments and provides clinical trial information, and at times after-hours on call support.
• Analyzes caller’s questions to formulate an accurate and concise response, using customer-approved resources.
• Records inquiries and interactions in the appropriate databases following organizational, customer and regulatory guidelines.
• Identifies, records and triages adverse events and product complaints according to organizational, customer and regulatory guidelines.

San Mateo (San Francisco Bay Area), CA, US

• Provide support to customers via phone and email to ensure successful onboarding and success with IXL.
• Work directly with administrators and technology directors to diagnose daily integration issues using internal tools such as Salesforce.
• Collaborate with the customer teams, sales, engineering, and product design teams on continued initiatives to develop and improve IXL’s products and services.
• Plan, organize, and document the daily tasks needed to maintain multiple implementation and support tasks.
• Collaborate with the Account Management team in analyzing data to ensure customer engagement and license utilization.

Woonsocket, RI, US

• Answer questions and solve issues through phone calls from plan sponsors, members, and provider’s office.
• Work to build a trusting and emotional connection with the member by anticipating their needs through engaging with them for a positive customer service experience.
• Educates members on different elements of their benefit plan information and available services that their experience such as Caremark.com.
• Collaborating across departments to understand the member’s issue and the circumstances surrounding it.

Full Stack Web Development

Bachelor Of Arts - Ba, African Studies