Molly Veenhoven

Member Experience Advocate

Professional Overview

Molly Veenhoven is a seasoned customer experience professional with a proven track record of driving customer satisfaction and operational excellence. As a Member Experience Advocate at Midi Health, she leverages her expertise in client support, technical troubleshooting, and team leadership to enhance the overall experience for the company's growing client base.

Experience Summary

Current Role

As the Member Experience Advocate at Midi Health, Molly is responsible for providing personalized support to the company's members, addressing their queries, and resolving any issues they may encounter. She works closely with cross-functional teams to identify and implement process improvements, ensuring efficient and effective customer service delivery. Molly's ability to analyze user feedback and translate it into actionable insights has contributed to the company's efforts to continuously enhance its product and service offerings.

Career Progression

Prior to her current role, Molly held various customer support and IT positions, gradually developing her skills in problem-solving, team management, and stakeholder engagement. As the Customer Support Manager at Evernow, she led a team of Tier 3 customer support specialists, driving process optimization and fostering a customer-centric culture. Earlier in her career, Molly held roles as a Computer Support Specialist, IT/Laptop Support Technician, and Tier 2 Technical Support, honing her technical expertise and problem-solving capabilities.

Academic Background

Molly holds a Bachelor of Science degree in Computer Science from the University of Michigan, where she graduated with honors and demonstrated a strong aptitude for technology and problem-solving.

Areas of Expertise

• Customer service and support

• Technical troubleshooting and problem-solving

• Team leadership and performance management

• Process improvement and workflow optimization

• Client relationship management

• User experience and product feedback analysis

Professional Impact

During her tenure as the Customer Support Manager at Evernow, Molly led the implementation of a new customer relationship management (CRM) system, resulting in a 20% increase in first-call resolution and a 15% reduction in response times. Her commitment to continuous improvement and her ability to collaborate cross-functionally have been instrumental in enhancing the overall customer experience for Midi Health's members.

Conclusion

Molly Veenhoven is a versatile and customer-centric professional with a diverse background in customer support, IT, and team leadership. Her passion for delivering exceptional service, combined with her technical expertise and analytical skills, positions her as a valuable asset to Midi Health's mission of improving the healthcare experience for its members.