Customer Service High School
Resume:
Berle Kincy
Durham NC
919-***-**** Cell
919-***-**** Home
Skills:
Ms Word, Excel 97,98 Outlook 2000, AS400,
Education:
Durham High School, Durham, North Carolina
High School Diploma (6/1994)
Professional Experience:
PPD, RTP
Clinical Research Associates
7/2008 11/2009-
Ensuring timely submission of reports and follow up responses/corrective action plans in response to
audit findings through live video.
Create and log trouble tickets as reported by portal users via email, phone call and live chat.
Contact portal users to gather info necessary to investigate and resolve trouble tickets.
Investigate and resolve trouble tickets at the Tier1 level. Route issues to Tier2 for investigation as
necessary.
Clear and thorough documentation on any tickets handled.
Attending scheduled audits by video phone, particularly when there are concerns of poor data
quality or scientific misconduct.
Reviewing and approving requests for additions or changes to the Cooperative Groups/CCOPs
rosters of participating institutions through the CTMB AIS.
Conducted annual reviews of Cooperative Group rosters and auditing activities of participating
institutions to ensure consistency between the CTMB AIS roster and each Group roster daily, also
went through the set up process of internet and video phone.
Input patients daily intake
Qualex, Durham, NC
Tele Maintenance Tech/Operator
7/2007 5/2008
Responds to incoming calls and assists operators with questions regarding equipment operation,
technical troubleshooting, and repair.
Assists the customer in diagnosing equipment problems and then walks them through procedures to
restore functioning and ensure functionality.
As necessary, dispatches a field technician to service the equipment. Establishes and maintains
effective customer relations and seeks to achieve a high level of customer satisfaction by improving
equipment operation and reducing down time of the equipment.
Performs other related duties as required. Uploaded and downloaded different software applications
as needed, made sure the software download was complete and working properly.
Assisted clients in uploading DLS and non DLS software to Kiosk machine to enable orders to go over
to mini lab.
Act as initial point of escalation within the Call Center for most matters concerning technical &
performance issues with Kodak products. Consults with Technical Support Engineers, Field Service
Engineers.
Also provided frequent hands on guidance and technical mentoring to Call Center Technicians,
identify the need to escalate calls.
Vista Health Services, Durham, NC
Customer Service Coordinator/Data Entry
3/2006 5/2007
Took calls from doctors and hospitals concerning member’s co pays and eligibility.
Also made sure member insurance plan was up to date, quote prices of health insurance, updated
personal information, and informed members of coverage areas.
Contacted pharmacy on prices and quotes of meds.
Created spreadsheets and faxed documents to hospitals.
Ericsson, Research Triangle Park, NC
Technical Support/Production Associate
2/2006 5/2007
Assisted customers with the upgrades of products also determined corrective actions.
First point of contact for incoming Technical Response Center, experience in
debugging/troubleshooting, Demonstrated expertise in following, E mail set up Network/Internet
Troubleshooting.
DNS, Email, Servers, Routers, Hardware, Software, Provides operating instructions, repair and
technical support, over the national hotline, for Retail Printing Products on a daily basis to Retail
Operators.
Responds to incoming calls and assists operators with questions regarding equipment operation,
technical troubleshooting, and repair.
Assists the customer in diagnosing equipment problems and then walks them through procedures to
restore functioning and ensure functionality.
As necessary, dispatches a field technician to service the equipment.
Establishes and maintains effective customer relations and seeks to achieve a high level of customer
satisfaction by improving equipment operation and reducing down time of the equipment.
Payments and ups tracking.
Provide information to customers for multiple companies via telephone, internet, and mail regarding
the status and location of their order.
Place catalog requests for customers through mail and phone. Track orders using Fedex.com,
UPS.com, and USPS.com.
Handle all accounts upholding strict privacy and confidentiality policies and Procedures.
Holiday Inn Reservations Center, Cary, NC
Customer Service Representative
1/2003 2/2004
Assisted customers in making hotel reservations.
Handled customer credit card payments and confirmations.
Also maintained member account information, upgraded customers to five star hotels, informed
customer of what the hotel provided informed customer or rental car rates while searching the
internet.
Compaq Computer
Customer Care Agent / Tech Support
1/2000 11/2002
Assisted customers with the tracking of information.
Informed customers of products and services offered, as well as assisted with the sale process
ensuring customer satisfaction.
Also worked as a help desk attendant, utilizing the internet in order to determine and resolve
problems in a short time period.
Also assist clients with computer usage, operating systems support and technical problem solving.
Assisted in the upgrading and downloading of soft ware applications.
Operate and maintain environmental chambers, reflow components onto reliability boards, remove
boards from chambers and complete electrical and optical measurements, perform visual inspections,
complete preliminary failure analysis of chips and packages and provide support for semiconductor
devices.
Checked circuit boards by performing visual inspections. Also placed finished parts in clean room
once inspection was done.
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