Fortunat Casende

FORTUNAT CASENDE Bronx, NY • - •-Customer-focused and tech-savvy support professional with years of experience in healthcare and fintech. Proven success in resolving complex inquiries across phone, email, chat, and social channels. Skilled at collaborating cross-functionally, managing knowledge bases, and delivering high-quality service that promotes loyalty. Experienced in fast-paced, hybrid environments. Professional Experience HOSPITAL FOR SPECIAL SURGERY | NEW YORK, NY Feb 2014 – July 2024 • Managed high-volume patient inquiries via phone, email, and text, providing prompt and courteous support across departments. • Acted as liaison across departments, contributing to operational planning and the resolution of cross-functional issues. • Partnered with internal teams to address service issues, improve communication workflows, and respond to patient feedback. • Organized and maintained departmental documentation and procedural knowledge for internal use and audits. • Managed front-end payment collection and insurance authorizations, resolving billing concerns with empathy and professionalism. • Reported project and team updates during weekly leadership meetings. • Tracked timelines and deliverables for department initiatives. • Assisted with scheduling and progress monitoring for operational projects. • Processed biweekly payroll and tracked timekeeping to meet HR and regulatory standards. • Maintained inventory of office and maintenance supplies; managed purchasing and restocking in alignment with budget controls. • Conducted informal research to support policy updates and patient service workflows. • Derived practical solutions independently, worked well under pressure and adapted quickly to changes in a fast-paced environment. • Established and maintained strong relationships with patients, consistently delivering exceptional service to promote loyalty and retention. • Coached junior staff and promoted a culture of service excellence, resulting in consistently positive patient feedback. • Strong computer and problem-solving skills, with the ability to analyze complex issues and identify appropriate solutions. FIGURE TECHNOLOGIES | Customer Success Supervisor | Aug 2020 – May 2022 • Led a customer success team of 10, fostering interdepartmental collaboration and driving a 25% increase in team efficiency. • Managed customer support inquiries across phone, email, chat, and social media, resolving issues efficiently while maintaining high satisfaction ratings. • Maintained and continuously improved knowledge base content including FAQs, step-by-step guides, and troubleshooting documents via Confluence. • Delivered exceptional service to clients, building lasting relationships that enhanced retention and user engagement. • Stayed informed on industry trends and support best practices to implement process improvements that improved response times by 15%. • Developed onboarding materials and helped streamline new hire training, reducing ramp-up time by 40%. • Introduced QA initiatives that reduced customer complaints by 30% and increased issue resolution accuracy. NORTHERN WESTCHESTER HOSPITAL | Office Manager | Jun 2012 – Feb 2014 • Implemented a new scheduling system that improved appointment accuracy by 30% and patient satisfaction. • Improved customer service by developing and implementing standard operating procedures, reducing administrative errors by 40%. Technical Skills Salesforce • Zendesk • Epic • Tableau • MacOS • Google Workspace • SharePoint • Planday • Gusto • Confluence • Troubleshooting • CRM Systems • Knowledge Base Management Education State University of New York, Canton, Canton, New York Bachelor of Science, Health Care Management Capella University, Minneapolis, Minnesota Master of Business, Business Administration