Overview
Work History
Education
Skills
Timeline
Generic

Katreena Austria

San Diego,CA

Overview

5
5
years of professional experience

Work History

Customer Success Advocate Lead

Tandem Diabetes Care
02.2022 - Current
  • Resolves customer escalations outside of CTS Specialists I-III expertise and regains customer satisfaction.
  • Supports and provides Job Knowledge Assist to CTS Specialists I-III for troubleshooting and cases.
  • Performs and analyzes T:Connect log analysis outside of CTS Specialists I-II expertise.
  • Responds to Sugarmate user inquiries via Intercom and monitors inbox.
  • Facilitated training for new Sugarmate CSA Leads.
  • Participated and led Software trainee Q&A sessions for CTS Specialists I-II.
  • Oversaw RMAs and Goodwill Orders to ensure accuracy and reduce errors.

Customer Technical Support Lead

Tandem Diabetes Care
08.2021 - 02.2022
  • Mentored direct reports to help strengthen their technical expertise.
  • Scheduled and facilitated weekly meetings with direct reports to discuss performance.
  • Provided feedback to direct reports to ensure quality standards were met.
  • Resolved customer escalations outside of CTS Specialists I-III expertise.
  • Assisted CTS Management with Sugarmate user inquiries via Intercom.
  • Participated in Software trainee Q&As sessions for CTS Specialists I-II.

CTS Specialist I-II/Software Support

Tandem Diabetes Care
06.2019 - 08.2021
  • Resolved customer technical issues related to Dexcom, T:slim/T:slim X2, Canadian, and all Software app related issues via phone calls and emails from prospective and current patients.
  • Executed shadow/reverse shadow sessions with new hire CTS Specialists.
  • Oversaw unresolved cases and organized follows ups for Software Support team.
  • Performed and analyzed T:Connect and WhatSon data logs.
  • Updated and refined procedures and resources for Software Support team.

Education

Bachelor of Science - Biological Science; Molecular & Cellular Biology

California State University San Marcos
San Marcos, CA
05.2019

Skills

  • Adaptability
  • Collaborative
  • Communication
  • Critical Thinking
  • Customer Service
  • Detail-Oriented
  • Organization
  • Time Management

Timeline

Customer Success Advocate Lead

Tandem Diabetes Care
02.2022 - Current

Customer Technical Support Lead

Tandem Diabetes Care
08.2021 - 02.2022

CTS Specialist I-II/Software Support

Tandem Diabetes Care
06.2019 - 08.2021

Bachelor of Science - Biological Science; Molecular & Cellular Biology

California State University San Marcos

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Katreena Austria