Hi, I’m
Claudia Escanhola Da Silva
Vancouver,British Columbia
Summary
Accomplished Senior Client Analyst at QHR Technologies, adept in resolving complex billing issues and enhancing customer support processes. Demonstrated leadership in cross-functional collaboration and a keen analytical mindset, leading to significant improvements in system performance. Skilled in negotiation and team motivation, with a proven track record of achieving results and elevating user experience.
Overview
6
years of professional experience
Work History
QHR Technologies
Senior Client Analyst - Billing Specialist
04.2021 - Current
Job overview
- Investigate and resolve complex billing issues that are escalated from the first line of customer support.
- Provide expert analysis and troubleshooting for clients using Accuro's medical billing software, ensuring issues are accurately diagnosed and resolved in a timely manner.
- Collaborate with cross-functional teams to identify recurring problems and implement long-term solutions to enhance system performance and user experience.
- Document detailed case histories and resolution processes to support continuous improvement of customer support procedures.
- Resolved over 90 billing tickets per month, each ticket being resolved in less than 2 days.
FLG FrontLine Group
Customer Service Subject Matter Expert
03.2020 - 04.2021
Job overview
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Reduced average call length by creating effective troubleshooting guides and resources for agents.
- Developed and implemented training programs to increase team knowledge and performance in handling customer inquiries.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Manage approximately 30 incoming calls, emails and faxes per day from customers
FitForever
Fitness Coordinator
12.2018 - 03.2020
Job overview
- Conducted regular facility maintenance checks, ensuring a safe and clean environment for all gym users.
- Established a positive workplace culture by promoting open communication, teamwork, and employee recognition opportunities.
- Oversaw staff scheduling, minimizing conflicts while maximizing coverage during peak hours at the facility.
- Reduced member complaints by effectively addressing issues related to overcrowded classes or lack of available equipment in a timely manner.
- Increased gym membership retention rates by consistently providing excellent customer service and addressing member concerns promptly.
- Increased membership sign up by 5 people a month with the idea of running a BOGO half the price promotion for same household memberships
Swissport
Passenger Service Agent
01.2019 - 12.2019
Job overview
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanour throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Assisted over 200 passengers per day.
Education
Gastown Business College Vancouver
Associate of Arts from International Business
12.2019
Skills
- Team Leadership Qualities
- Decision-making capabilities
- Negotiation and Persuasion
- Analytical mindset
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Limited Working
Timeline
Senior Client Analyst - Billing Specialist
QHR Technologies
04.2021 - Current
Customer Service Subject Matter Expert
FLG FrontLine Group
03.2020 - 04.2021
Passenger Service Agent
Swissport
01.2019 - 12.2019
Fitness Coordinator
FitForever
12.2018 - 03.2020
Gastown Business College
Associate of Arts from International Business
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