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R. PersonEMAIL AVAILABLE PHONE NUMBER AVAILABLELINKEDIN LINK AVAILABLESummaryProfessional SummaryCustomer Service professional with over 10 years of experience in various call center positions. Achieved a wide range of customer service disciplines. Proven record of increasing collections, up-selling, and cross-selling. Combining clear communication with impeccable phone manners to deal with agitated or distressed customers over the phone and in person. Talent for balancing long-range vision with diligence as well as highly effective in motivating and supervising employees.Areas of expertise include:Team Building & LeadershipTechnical SupportInformation TechnologyVerbal/Written CommunicationPublic Speaking & PresentationsFront-end supervisionProblem Analysis & ResolutionClient Relationship ManagementWorked across a broad range of technologies and liaised across multiple areas of the business to support incidents and requests.ExperienceTechnical Support Help DeskTelrite Holdings, IncJul 2022 - Oct 2022 (4 months)First point of contact for customers seeking technical assistance who had hardware, software, portability, or network issues.Interfaced with vendors and internal product owners to provide feedback on defects; obtained technical direction; and resolved issues.Provided Tier 2 and 3 support from various constituencies as needed. Investigated and troubleshot issues on all AT&T-approved Apple and Android devices.Tracked and documented all information, used all knowledge base tools along with my expertise to achieve a one-stop Tier 3 level support one-call resolution. Help Desk SpecialistCricket WirelessMar 2021 - Jun 2022 (1 year 4 months)Served as the first point of contact for customers seeking technical assistance who are having hardware, software, portability, or network issues.Performed remote troubleshooting through diagnostic techniques and pertinent questions.Used databases such as Voyage, Team viewer, SOA, Exceed, DOA and ADO to determine resolutions to problems and answer inquiries.R. Person - page 1Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.Key Contributions:95-100% Quality Assurance throughout- my tenureCustomer Service LeadTruGreen Lawn CareJun 2020 - Nov 2021 (1 year 6 months)Answered customers questions, both out and inbound calls.Interface with vendors and internal product owners to provide feedback on defects; obtain technical direction; partner on new requirements and release Interface with vendors and internal product owners to provide feedback on defects; obtain technical direction; partner on new requirements and releaseUpsold lawn care plans.Educated customers on the benefits and proper procedures for applying for and securing added services.Developed constructive and cooperative working relationships with internal and external customers.Promptly and professionally responded to customer problems/complaints.Compiled information about new accounts using Word, Outlook, and Excel; filed related documents.Used Lotus Notes (e-mail software) to communicate with management; Achieved an excess of over 100 telephone calls per day professionallyMaintained financial (commission totals) for 30 customer service agents AdvocateChange HealthcareNov 2019 - Jun 2020 (8 months)Answered and re-directed inbound telephone calls as necessary.Delivered Protected Health Information for subpoenas, court orders, and patient requests within strict deadlines, maintaining expert attention to detail in an extremely fast-paced environment while responding to 90+ requests per day.Ensured released information was in compliance with Health Insurance Portability and Accountability Act.Used EHR/EMR software, eClinicalWorks and to rectify provider questions/concerns.Maintain a knowledge base concerning various health plans and specific requirements.Proficient in all scheduling processes as well as chart retrieval while adhering to HIPPA compliance for any release of information.Key Contributions:92% Quality Assurance average 4 consecutive months Insurance Sales RepresentativeAmerican Income Life Insurance CompanyJan 2019 - Present (3 years 11 months +)Licensed Insurance Agent specializing in sales and client relations for both personal and business.Knowledgeable in Medicare part D.Explained features of a variety of insurance products, and customized Life, Financial, Home, and Education Protection policies.Advised businesses on how to supply insurance for their employees. R. Person - page 2Conducted presentations to train new agents on how to provide benefits and coverage options to customers.; Among the top 5% of the sales team by exceeding the team sales quota of $20,000 per month.Contact RepresentativeCENTURY 21Nov 2017 - Mar 2018 (5 months)Thoroughly trained and coached to be an expert in tax law concerning processes, tax liabilities, and probable assessment of taxes for taxpayers.Employed various forms of communication (in person, via e-mail, or telephone).Rendered a full explanation to taxpayers specific inquiries involving tax laws, rules, and regulations.Provided guidance to taxpayers regarding information about refunds, steps to remit payments, or filing returns electronically.Key Contributions:Constantly abreast of tax regulations and policies subject to frequent legislative changes to ensure taxpayers remain well informed.Instrumental in keeping the team statistics above standards by receiving weekly/monthly State-Wide commendations.Major achievements100% quality assurance rating. I received many kudos and accolades emailed from the clients Ive spoken with, stating how well they were helped.Registration ManagerSep 2017 - Nov 2017 (3 months)Department of Registration and Elections  Buckhead Avenue, Atlanta GaCommunicated with individuals across all levels including public officials, government employees, and the public about early voting processes and procedures.Prepared daily reports for the Deputy Commissioner.Maintained compliance with federal and county regulations of Standard Operations and Procedures thru due diligence and legal and ethical practices.Provided excellent internal and external customer service in person and over the phone Key Contributions:Supervised, coached, and trained a team of (6) Candidate and Petition Services workers on departmental processes by federal election guidelinesImplemented a simplified process to utilize the Master Voter list which exceeded the team goal of quickly processing each voter that came in person. MusicianBaptist HealthMar 1995 - Present (27 years 9 months +)Expert in diverse music genres and styles.Maintained quarterly budget for the department, Raised large sums for the purchase of a sound system through concerts and other events.Negotiated and secured neighborhood corporations such as Kroger, AT&T, and Metro PCS to help sponsor the project.Trained 10 people to use the equipment some have since opened their own audio-visual companies. R. Person - page 3Compile, record, and evaluate choir member achievement using Word, Outlook, and Excel; communicated results to parish staff and parents.Key Contributions:Increased membership of the adult choir by more than 50 percent and the Youth choir from 15 to 75 participantsDeveloped course outlines, taught music and industry-standard audio Engineering to youth Major achievements:Many of my students have since opened their businesses or are now working in the field of audio engineering.Skillsado  adobe  adobe photoshop  apple  attention to detail  audio  audio engineering  avenue benefits administration  budgetingR. Person - page 4