Kailani Concepcion

**** ******* ***, *********, ** 44109

Phone: 216-***-**** Cell: 720-***-****

E-mail: acenfp@r.postjobfree.com

Objective:

To obtain a challenging position that will utilize and expand my exceptional customer service and client support

skills, while maintaining a high level of professional proficiency.

Skills and Areas of Expertise:

Microsoft Office Quality Control

Customer Service

Accounts Communications

Research/Analysis

Payable/Receivable Decision Making

Claims Adjustment Problem Solving

Employment:

Cox Cable (03/12 – Present)

Customer Service & Technical Support

Provide technical support for Residential HSD/DP/Video product lines.

Process and resolve escalated trouble tickets and establish and schedule service calls.

Maintain a high level of service upgrades for existing customers.

Research and resolve customer inquiries and issues including billing issues.

Anthem (08/09-07/11)

Analyze problems and provide information/solutions regarding insurance benefits,

provider contracts, eligibility and claims.

Thoroughly document inquiry outcomes for accurate tracking and analysis.

Operate a PC/image station to obtain and extract information; document information,

activities and changes in the database.

Develop and maintain positive customer relations and coordinate with various functions

within the company to ensure customer requests and questions are handled appropriately

and in a timely manner.

Sprint (03/08 – 04/09)

Commercial Technical Support

Provide technical support for business, residential, and internal customers.

Research and resolve customers’ mobile device inquiries and issues.

Support 400+ different mobile devices such as cell phones and blackberries.

Assist peers with their customers via Floor Support.

Comcast Cable (01/06 – 3/08)

Customer Service & Technical Support

Provide technical support for Residential and Commercial HSD/DP/Video product lines.

Research and resolve customer’s LAN/Email/Webspace inquiries and issues.

Process and resolve escalated trouble tickets and establish and schedule service calls.

Assist peers with their customers via Floor Support.

Maintain a high level of service upgrades for existing customers.

Research and resolve customer inquiries and issues including billing issues.

Calculate and communicate restart amounts for delinquent customers.

Spherion/Snelling/LeadingEdge Personnel Services (3/03 – 1/06)

Admin Assistant/Office Clerk/Data Entry/CSR

Full administrative support for the entire office including data entry and quality control.

Receive, process, and rectify sales issues, including entering orders.

Address accounts receivable issues including collections efforts.

Research and resolve customer inquiries and complaints.

Pivotal source of interoffice communication and master calendar.

Awards Earned:

LeadingEdge Personnel Employee of the Month – July 2003

Letter of Acknowledgement for Most Customer Call Backs

Perfect Attendance Award four times in 2006.

Education:

Los Angeles Community College: Pre-Med

Contact this candidate