Marina Chak
Boston
Summary
Strong track record of leading high performing teams, improving service operations, and elevating customer satisfaction. Skilled in building efficient workflows, coaching staff, and using data driven insights to strengthen customer service. Committed to driving improvement and contributing to company growth through great customer service and strong leadership.
Overview
14
14
years of professional experience
Work History
Customer Care Manager
Insulet Corporation
2023.03 - Current
- Support team with outreach efforts such as predefined campaigns
- Offer new services to previous customers based on financial concerns.
- Target outreach to communicate new programs.
- Social media processing- monitored according to compliance requirements, customer outreaches.
- Adjust phone support as needed for increase in call volume based off DTC ads for targeted dates.
- Coordinated training between Inside Sales and Learning & Development team for SAP.
- Delivered conversion results for EROS End Of Life.
- Supported team with LMR for new products.
- Assisted billing with revenue reports to ensure cost cutting tactics.
- Advocate for our non covered population and also identify coverage discrepancies.
- Manage certain areas such as Pod Perks program, SMS text functionality, Copay Card program.
- Served as SME to assist Global Documentation efforts.
Customer Care Supervisor
Insulet Corporation
2021.02 - 2023.03
- Oversaw daily customer care operations and ensured that all customer service representatives met quality standards.
- Developed and implemented processes for handling customer inquiries, complaints, and escalations in a timely manner.
- Analyzed customer feedback surveys and identified areas of improvement in the customer experience process. Ensured proper steps were taken such as call back.
- Trained new hires on policies and procedures related to customer service interactions.
- Managed a team of 17 agents to ensuring they followed departmental policies and procedures accurately.
- Conducted regular audits of recorded calls to evaluate adherence to company policies.
- Worked closely with Quality Assurance team to identify root causes of recurring problems and solutions.
- Participated in UAT testing for Pod Squad program and trained a subset of Customer Care agents on how to enroll interested customers in the loyalty program.
- Established and maintained partnership with vendor teams to ensure Customer Care tasks are handled in a timely manner.
- Collaborated with Inside Sales team with incoming new patient start documents.
Customer Care Team Lead
Insulet Corporation
2019.03 - 2021.01
- Maintain all aspects of customer service experience
- Work with Workforce Management to implement daily plan for agents
- Manage day to day for team of over 30 representatives
- Responsible for escalation calls
- Manage volume of CSAT surveys
- Assist the Training team with new hires and future implementation of working procedures
- Work with Business Analyst team for UAT testing
- Run daily reports to assist in on time orders, DASH conversions, daily tasks etc.
- Manage multiple email distributions to assist in urgent requests
- Work with the Field team to address any reorder issues
- Serve as a cross site Team Lead for Acton, Salt Lake City, and Greenville
- Monitor Jabber (chat assistance) as needed
- Assist the Billing team with urgent audits
- Responsible for Quality Monitoring agent calls on a monthly basis
- Leverages expertise and input with weekly DASH meetings
Reimbursement Specialist
Insulet Corporation
2017.07 - 2019.03
- Submitted prior authorizations based on payer guidelines and submitting to the necessary parties
- Applied insurance expertise and exemplary customer service skills to ensure customers get their supplies in a timely manner
- Responsible for shipping over 1,000 reorders for existing customers each month
- Responsible for handling all existing customer calls on a day to day basis with any questions or concerns
- Participated in Customer Care monthly staff meetings
- Served as a trainer for new employee shadowing
- Interacted with vendors for existing customers
- Selected as an individual to serve on the DASH LMR team
- Primary contact between insurance companies and MD offices
- Responsible for benefit investigations
- Obtained prior authorizations and referrals for supplies
Patient Access Representative
Lowell General Hospital
2012.07 - 2017.06
- Responsible for day to day responsibilities for ten doctors in a face paced setting
- Protect and secure all PHI
- Scheduled CT scans, MRI's, and nuclear medicine injections
- Coordinated with PCP offices and Orthopedic Surgeon's for referrals
- Responsible for submitting prior authorizations for procedures
Education
Associate of Science -
Skills
Microsoft office
Salesforce
Smartsheet
Microsoft OS, Mac OS, Android, iOS
Bilingual (English, Khmer)
UAT Testing
ERP systems
Timeline
Customer Care Manager
Insulet Corporation
2023.03 - Current
Customer Care Supervisor
Insulet Corporation
2021.02 - 2023.03
Customer Care Team Lead
Insulet Corporation
2019.03 - 2021.01
Reimbursement Specialist
Insulet Corporation
2017.07 - 2019.03
Patient Access Representative
Lowell General Hospital
2012.07 - 2017.06