Tamara Gerber Labang Email & Phone Number

Remote

Greenhouse Software is a high-growth startup that provides a recruiting software as a service to more than 4,600 organizations with 800+ employees who help people-first companies in all aspects of attracting, hiring, and onboarding top talent.• Resolves 320+ SaaS technical support requests monthly by live chat and email through Zendesk, responding to all requests within 24 hours while expressing empathy and building rapport with enterprise level account stakeholders• Assists with peer escalated tickets from the support team to reduce the Engineering caseload and resolution time• Advocates for highly requested features and product enhancement suggestions with the Product and Design teams• Escalates and follows up on tickets to identify and/or verify bugs with the Support Engineering team through Jira• Creates clear and concise support documentation articles, video tutorials, and customer implementation guides• Gathers all necessary clarifying information from customers and refers to resources when solving ambiguous inquiries regarding API calls, webhooks, CSS, HTML, integrations, DNS records, XML feed, SSO, and any software issues• Facilitates weekly team meetings to discuss Key Performance Indicators such as Time to Resolve, Time to Respond, Percentage of Escalations, Target Goals Achieved, and any bug or issue trends that occurred over the past 7 days

With 72 million members, EyeMed Vision Care is a leader in vision benefits centered around an outstanding member experience. EyeMed boasts America’s largest vision network with a diverse network of independent ODs, retail and online providers, including LensCrafters, Pearle Vision and Target Optical.(EyeMed contracted role through Omni Interactions)• Triaged 90+ incoming calls daily from providers and members requesting assistance with insurance eligibility, claim payment issues, provider credentialing verification, web portal troubleshooting, and network participation setup• Audited EyeMed vision insurance claims ensuring all fees were correct and the proper authorizations were submitted• Assisted with out-of-network claims through Aetna, Anthem, Blue Cross Blue Shield, Humana, Tufts Health and more• Created an effective process of streamlining information intake and utilizing support resources to reference common problems and solutions, resulting in a reduced Average Handle Time from 14 to 11 minutes over a one month period

Remote

Dream Media Co. is an independent digital marketing agency specializing in custom websites, search engine optimization, and pay-per-click ads for local service-based businesses.• Designed 50 custom WordPress website projects annually as a self-taught web developer serving local businesses• Planned 80+ search engine optimization projects resulting in 2+ million page views tracked through Google Analytics• Processed card payments through Stripe and kept detailed records of cash/check payments through QuickBooks• Facilitated onboarding and training for 2 Project Task Assistants that decreased our Average Time to Close by 18%

Valpak of Hawaii provides print, mobile, and online advertising by distributing its Blue Envelope to 41 million demographically targeted households each month and millions more to consumers through its website.• Utilized Salesforce to schedule new presentations, managed existing and new client marketing email campaigns, tracked invoice payment processing, and forecasted upcoming contract renewals closing 2+ deals weekly• Oversaw 25 enterprise and mid-market customer accounts while maintaining $1.35M+ annual recurring revenue • Collaborated internally with team members and externally with key stakeholders ensuring alignment on building out client processes, roadmaps, and playbooks from the ground up including all artwork and ad campaign designs• Communicated regularly with clients on marketing pain points, and documented detailed notes to improve offerings

Palola Dental is a restorative and cosmetic dentistry practice that offers affordable payment plans and credit options, specializing in same day emergency care.• Coordinated schedules for dental providers and their patients according to insurance eligibility and effective dates• Processed sensitive patient data into Dentrix, ensuring that all protected health information was in HIPAA compliance• Collected patient co-pays at the time of service and filed dental insurance claims to collect remainder of provider fee• Presented treatment plans that offered financing options through CareCredit or in-house direct auto-pay contracts