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Click here or scroll down to respond to this candidateApril 1, 2024-presentCandidate's Name
Street Address
PHONE NUMBER AVAILABLE EMAIL AVAILABLEObjectiveTo work in a diverse and challenging environment where there is room for growth within the company, and furthermore to seek a position where I can utilize my experience as a dedicated and organized professional with 25 years of outstanding relationships building and problem-solving skills. I am driven to exceed expectations and operate effectively in fast-paced, high-pressure environment with exceptional customer service and communication skills. I have a repetitive Retail Management platform and outstanding retail skills & experience in supervisory and guiding staff towards maximum performance. I have also trained & received certification as a Remote Customer Service Support Specialist and Call Center Supervisor with over 10 years of providing support to customers via phone and email. I excel in delighting customers with timely, accurate, and professional service Key Qualifications Claims review Claims file management process Customer relationship management Retail Help Desk Retail Management Technical Support Software Troubleshooting QA Call Monitoring Network Security Problem Solving IT Help Desk Time Management Salesforce Account Payable Automated Clearing House (ACH) Call Center Supervisor Debt and credit management Credit card payment process Collection Specialist Human Resources Document Management Book keeping Data Management Knowledgeable of policy and procedures Bilingual (Spanish and English)Work ExperienceContact Center Representative RemoteLQ Digital Fielding calls to and from consumers or existing customers of our clients, who have inquired about our clients services. Calls are fully scripted and require you to ask series of short questions. Record call information to internal system.Jun 2009 - Feb 2011March 2021- November 2023June 2016- March 2023 Transfer calls to the client's sales representative. The pace is quick and most of your time will be on the phone. Technical Support Representative (Tier 1/IT Help Desk) Computer Generated Solutions, Inc. (Remote) Strong hardware and software troubleshooting ability. Able to multi-task in a fast-paced high-pressure environment. Speaks positively about systems, products, services, company, community, and staff. Apply understanding and knowledge of information systems products and services to assist customers on technical matters. Apply high level customer service techniques for every request. Recognize research, isolate, and resolve information system problems. Recognize customer's problems that should be escalated to the next level for resolution following established protocols. Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers. Associate Technical Support SpecialistTechnical Support SpecialistParamount Plus (Remote) Diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Resolved network issues, configuring operating systems and using remote desktop connections to provide immediate support. Collaborate with other departments, such as product teams or operations, to provide solutions to technical issues. Create and maintain clear, concise and accurate documentation for internal and external use Act as liaison to ensure smooth operations and service delivery to all customers and partners Identify, report, and document technical issues to help isolate and resolve issues in a timely manner Support tier I & II team with testing software and hardware Troubleshoot issues down to the root cause Provide feedback to product and development teams regarding customer needs and suggestions for product improvements or new features, as needed Participate in the development of customer support training materials and procedures Communicate product updates and changes with customers. Stay up to date with product knowledge, company policies, and industry trends to provide the best possible service to our customers Continuously improve processes and procedures to enhance the customer experience Maintain a record of support requests and technical issues Take inbound troubleshooting calls. Provides technical support identifying, investigating, and resolving users problems with computer software and hardware for problems that are beyond the expertise of Technical Support Representatives. Provide prompt technical responses and solutions to questions and technical issues from Paramount plus and tier I and II Technical support employees Program Specialist I/ Technical Support Specialist II EVERSANA (Remote) (Call Center) Technical Support Specialist II Provide dedicated, personalized support delivered over the phone and via online portal. Complete investigations and answer questions regarding insurance benefits, including information about coverage and out-of-pocket costs. Collaborate with patients and doctors to assist with issues related to payments, reimbursements, payment denials, and appeals. Verifies patient insurance coverage of medicationsadministration supplies and related pharmacy services.Facilitates and completes the Prior Authorization process with insurance companies and practitioner offices. Completes a full Medical Verification for all medicationsadministration supplies and related pharmacy services. Notifies patientsphysicianspractitioners and/or clinics of August 2006- December 2013Aug 1996June 1996any financial responsibility of services provided and requested services that are not provided by the facility Assist with prior authorization and medical necessity processes, benefit verification and prior authorization assistance. Provided technical support identifying, investigating, and resolving users problems with computer software and hardware for problems that are beyond the expertise of Technical Support Representatives. Administer comprehensive searches for alternate reimbursement resources, such as state and federal assistance programs, and enrollment assistance for qualified patients. Promoted to Call Center Supervisor I was responsible for pro Provide dedicated, personalized support delivered over the phone and via online portal. Complete investigations and answer questions regarding insurance benefits, providing guidance and support to member services representatives handling outbound interactions. Respond to inquiries from customers, sales representatives and business partners, and follow up on requests in a timely, courteous and professional manner. Maintain positive attitude and a helpful approach to customers and clients. Accountable for the daily, weekly, and monthly activities of all team members. Set priorities for the team to ensure task completion and performance goals such as quality, adherence, service level and average handling times are met. Ensures compliance with policies, procedures, and state and federal regulations. Monitored QA calling performance and provide coaching and feedback to team members. Assists the team with escalated calls as needed. Monitored team chat to answer questions and discuss project priorities with the team. Managed local and remote team members. Monitor and evaluate agents calls on a daily/weekly basis. Leasing Office ManagerMosley Complex Apartment Receives, reviews, and responds to customer calls, emails, and letters on a wide variety of concerns, including unaddressed maintenance issues, property policies, rent calculations, utility disruptions, interpersonal conflicts Ensures that all calls are addressed in a friendly and professional manner and that initial follow- up communication occurs within specific timeframes Researched HUD policies and provides education and guidance to residents and owners/agents. Performs timely and accurate data entry Maintains accurate documentation for each concern and follows up with all parties until fully resolved Communicate clearly and concisely via phone and email with owners, agents, and HUD representatives Create monthly work schedules for office staff. Audit, approve and process new and renewed lease files for bonus submission to the property manager. Provide a pleasant, hospitable and professional environment towards our potential and current residents, Track marketing sources for all telephone and walk in traffic and record them on a daily basis, update weekly market surveys and monthly market survey reports. Conduct daily property inspections to ensure models and vacant units are aesthetically pleasing and presentable to prospects.EducationHigh School Diploma<Monroe Comprehensive High> Graduated with a <3.9> GPA. Concentration in <English and Economics >.Business Administration Associate DegreeAlbany Technical CollegeFebruary 1999 Graduated with a 4.3 GPA Associates Degree June 1996Computer Information System Bachelors DegreeAlbany State University Graduated with a 3.5 GPA Bachelors degree May 1999ReferencesAvailable upon request.Other Activities Highly skilled leader with skills in delegating tasks, team building, and creating positive customer experiences Well versed in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Project, OneNote, Access) Skilled with Adobe Illustrator and Photoshop Fireworks Highly proficient with QuickBooks Analyzes and resolves computer hardware, software, and technical support for all Microsoft Office 365 Business products and applications through phone, email, or other remote support tools. |
