SOFTWARE CLIENT SUPPORT
- IT Management -
Mentorship & Training
Highly dedicated and analytical IT Client Support Specialist with proven ability to resolve end-user technical difficulties efficiently, timely, accurately with significant care and consideration for the clients’ specific needs. Maintain positive rapport with client-base to maximize satisfaction and retention while ensuring the experience is helpful and effortless for the customer. Capable of leading and supervising teams providing both mentorship and training to support the efforts of colleagues. Impeccable communication, teamwork, and interpersonal skills applied in all situations.
HHA EXCHANGE Miami, FL 2015-Present
ENT Support Team Lead
Received multiple promotions in this tenure managing quality assurance in screening calls, tickets and live chats to ensure timely and consistent customer support. Audit all incoming and outgoing calls and tickets. Review representative productivity reports and provide feedback to underperforming reps. Handle customer inquiries and complaints with significant care and helpfulness. Govern VIP accounts. Troubleshoot all issues related to billing, scheduling, payroll, AR, E-billing, clinical and collection items. Supervise team members and assign tasks. Ensure daily SLA compliance with the development team. Execute risk assessments once per week on VIP accounts. Facilitate team meetings in an effort to gain greater collaboration, flexibility, commitment and to discuss departmental opportunities and challenges and brainstorm ideas to combat them efficiently. Provid comprehensive training to new hires mentoring them along the way.
Mitigated abandoned calls by 80% by identifying the amount of abandoned calls during lunch hour. Strategically rearranged lunches with a 30 minute overlap period for each of the four lunch rounds thereby lessening the amount of time agents were away from their desks thereby increasing call coverage.
Heightened team productivity by 40% by raising team morale through implementing incentive programs for improvement in handling abandoned calls. Some incentives included: pizza Fridays, gift card giveaways, and happy hour Fridays.
GLOBAL RESPONSE/CONNECTIONS EDUCATION Margate, FL 2014-2015
Connections Academy Technical Support/Customer Service
Leveraged technical acumen to provide speedy recovery on Windows and Mac computers for the academy platform ensuring all devices were consistently updated, working effectively and virus free. Connected remotely to system using Go2Assist when necessary. Re-imaged computers. Configured filtering and assistive software to computers.
Received high-ranking customer review averaging a 4.2 out of 5 score.
Achieved 80% or higher in overall employee report card every quarter.
MANPOWER AT POCONO MEDICAL – Software technician – 2013 (short-term contract)
T-MOBILE USA Allentown, PA 2011-2012
Provided robust technical support solutions for organization. Diagnosed and troubleshot account setup and network issues. Walked clients through their technical problems by asking specific questions geared toward discovering root cause issues. Escalated unresolved issues to software developers. Logged all issues into tracking system. Built solid working relationships with clients in an effort to establish trust and exceptional customer service.
MANPOWER- CUSTOMER SERVICE REPRESENTATIVE, 2010-2011
RADIOSHACK – SALES ASSOCIATE, 2008
WALMART – CASHIER & PHOTO TECHNICAN, 2006-2007
SUSQUEVIEW – VOLUNTEER, 2005-2006
ICT GROUP INC – VERTIFICATIONS ASSOCIATE, 2005-2006
EDUCATION AND CERTIFICATIONS
LOCK HAVEN UNIVERSITY, Lock Haven, PA
Bachelor of Science in Biochemistry