Isabella R. Email & Phone Number

• Team Management: Oversee a dedicated team of customer service professionals, fostering a collaborative and motivated environment, providing leadership, mentorship, and training programs.
• Feedback Loop Coordination: Utilize customer data to maintain a feedback loop between the customer experience team, marketing, and engineering. Ensure customer feedback is accurately captured and used to inform product.
• Collaborative Revenue Initiatives: Work… Show more
• Collaborative Revenue Initiatives: Work closely with marketing and engineering teams to develop and implement initiatives that drive revenue growth, leveraging customer insights and feedback.
• Support Channel Coverage: Ensure comprehensive coverage across all customer support channels, meeting customer needs and preferences around the clock.
• Quality Assurance in Customer Inquiries: Guarantee all customer inquiries are addressed promptly and with high-quality responses, setting and maintaining standards for response times and satisfaction levels. Show less

• Team Leadership: Managed and motivated a high-performing customer service team. Conducted regular training sessions to ensure staff was equipped with the skills needed to deliver exceptional service. Implemented.
• Performance Reporting: Compiled and presented regular reports on customer service performance metrics to senior management. Provided actionable insights and recommendations based on data analysis.
• Technology… Show more
• Technology Integration: Introduced and integrated customer experience technologies to enhance service delivery. Supported implementation of new Help Desk and QA systems, resulting in improved customer data management.
• Conflict Resolution: Successfully handled escalated customer issues, resolving conflicts with empathy and efficiency. Implemented a tiered support system that prioritized and addressed critical customer concerns.

Redwood City, CA

• Delivered exceptional customer service by using strong communication skills to answer inquiries and resolve order issues for care providers, patients, and other advocates
• Provided detailed product knowledge, interpreted reports to patients and healthcare providers for further clinical understanding
• Performed routine quality control checks to ensure timely order pull-through to customers
• Relayed customer feedback to management and other parties to advocate and improve future… Show more
• Relayed customer feedback to management and other parties to advocate and improve future customer experience
• Led Urology Product Team, responsible for collaborating with team members and all levels of management daily to address pain points as they arise, giving support direction to team members, reviewing elevated complaints.