Customer Service Technical Support

Juanita Miller

*** ****** **. ***, ** Box ***

Fruithurst, AL 36262

HM 256-***-**** cell 256-***-****

****************@*****.***

Experience

**** ** **** **&T – Cedartown, GA

After completing a 6 week training course I worked in Technical Support, Online Chat and WLNP (wireless number portability) customer service. I was required to learn specialized software to include up to 5 or more programs per call using multiple screens. I took customer calls (consumer, interdepartmental and competitor) answering questions and resolving issues. Some of these calls included conferencing calls between customers and other carriers or other customers in order to gather information to complete the process of moving a phone number from one carrier to another. Other times, on technical support calls, I submitted online trouble tickets if unable to resolve the customers issues and took pride that I didn't need to submit tickets often. As duties changed over the years, I also worked offline with online tickets and an error list, proactively resolving issues; this would require I call customers to be sure their issue was completely resolved in a satisfactory manner. I participated in many online training courses, worked as a team member, was part of a manager trainee program and assisted with special projects as needed.

2002-2003 Flowers Bakery – Villa Rica, GA

I worked through a temporary service previous to permanent hire. Temporary position was receptionist and in HR. I was hired as an administrative assistant for one of the Vice Presidents of Sales. Duties included answering calls and gathering information from deliverymen to compute sales statistics, assisting with planning sales luncheons/meetings, prepared literature for meetings, ran errands, typed documents and performed other general office work.

1998-2002 Urgent Care Clinic – Anniston, AL

I worked as a temporary employee in the position of Receptionist till I was hired permanently. I was then promoted to Billing Clerk then to Billing Manager. As receptionist duties included: answering 8 lines; up to 300 calls per day and paging throughout 2 buildings, taking detailed medical messages, picking up mail, metering and posting outgoing mail; general clerical duties for accounting, billing and the General Manager. I was promoted to Billing Clerk specializing in posting payments in November of 1999. After the billing was outsourced in December 2000, I was promoted to Billing Manager, assisting with front desk and check out as needed (filling in on breaks and was responsible for employee schedule, overseeing 6 employees), delivering daily deposits to the bank, data entry, patient payment arrangements, and other problem solving. I was the point of contact for the billing company located in Florida.

1993-1997 The Music Depot – Bremen, GA

I worked as Receptionist/Secretary for main office of a chain of 10 stores. I typed quotes (using electric typewriter and then desktop PC when office was upgraded). I suggested and assisted with updating their system for inventory. I created forms and simple spreadsheets for office use; I accepted deliveries, wrote checks, and took calls from clients and store representatives to resolve issues and gather or provide information usually regarding inventory or availability. I made travel arrangements, filled in at stores as needed and performed other general clerical responsibilities.

Education

1998 North Alabama Skills Center – Anniston AL – Diplomas earned: Medical Secretary, File Clerk, Office Clerk, Clerk Typist, Transcriptionist, Data Entry Clerk, Receptionist, Word Processing Machine Operator. Courses completed: Word Perfect, Excel, Microsoft Word, electronic filing, medical terminology, business math and English, office procedures, typing and 10 key calculator.

1995 & 1997 Carroll Technical College – Satellite site, HCHS (Tallapoosa)- Computer Basics and Continuing Computer Skills

1992 Ayers Technical College – Anniston, AL - 1 Semester Office Administration

1991 Central Carolina Community College – Sanford, NC - GED

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