Customer Service Technical Support
Resume:
Don Bailey
Lawrence, Kansas 66047
wv5f06@r.postjobfree.com
Experience:
Vangent, Technical Support Representative
Jan 2008 – August 2011
• Supporting 44 million Americans with .gov websites through chat & phone resources simultaneously
• Providing on-call technical support while maintaining other professional duties as assigned
• Designed/delivered presentation outlining technical support responsibilities to peer employees nationwide
• Redesigning support tools/materials for maximum efficacy & contract retention
• Troubleshooting advanced issues for end users as well as internal customers
• Participating in roundtable discussions with CMS during FCR meetings for technological improvements
• Assisting in training new technical support representatives
Vangent, Customer Service Representative
2007 – 2011
• Providing excellence in service
• Resolving issues regarding claims and other insurance related issues
• Assisting with enrollments and disenrollment’s as a tier 2 CSR
• Aligning the best options available for our customers healthcare
BBB Inc, Shipping Manager
2006 -- 2008
• Coordinating worldwide sales
• Packaging products for safe efficient shipment
• Assisting customers online with their orders
• Attending to customers in the storefront
• Ensuring safe shipment of products through the customs process
University of Kansas, Shipping & Receiving Clerk
2006 - 2007
• Ensuring safe packaging of all school materials
• Coordinating the receipt of products
• Entering products into computer sales systems
• Balancing inventory between the Lawrence campus and the Edwards campus
• Accounting for millions of dollars worth of products
Hays Restaurant, Manager/Lead Cook
2005 – 2006
• Directing up to 6 employees per shift
• Cash control / Shrinkage
• Coordinating gratuities among staff
• Providing direct service such as preparing meals and interfacing with patrons
Accomplishments:
• Designed technical presentation used nationwide by Vangent
• Supporting 3000 internal customers as well as 45 Million external customers 24/7/365
• Achieving Tier II , all claims lines & technical support certifications within 18 months of hire
• Vangent Face of Diversity Award 2010
• Mentoring and leading new CSR’s
• Managing worldwide sales
• Advancing my education while working fulltime and being a father of 2 children
Education:
University of Phoenix, AA IT/Networking 2010
References:
Morgan Anderson Supervisor 785-***-**** wv5f06@r.postjobfree.com
Lacy Chauvin Team Leader 816-***-**** wv5f06@r.postjobfree.com
Penny Caskey Supervisor 785-***-****
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