Raylson Weatherford
OBJECTIVE
To obtain a Helpdesk Support position
which will utilize excellent customer
service skills and provide opportunities for
growth and development opportunities.
PROFILE
Raylson is a Customer Service/Help Desk
professional whose experience spans the
insurance, healthcare, hospitality, and
food industries. He has worked with
leading organizations across these
industries. He is committed to ensuring
customers receive the best possible
service.
Address: 6957 North Ashland Boulevard
Apartment 2S
Chicago, Illinois 60626
Phone: 720-***-****
Email:
ac949d@r.postjobfree.com
EXPERIENCE
Rush Copley Medical Center
Aurora, Illinois June 2019 to present
Tier 1 Epic User Support
Provide 1st tier support for Epic Go-Live
Respond to end user inquiries and escalate appropriately
Record all interactions in the ticketing system
Morton Salt
Chicago, Illinois July 2018 to April 2019
Help Desk Support Services – Portuguese/English
1st Level support in English and Portuguese for users worldwide
Perform remote troubleshooting through diagnostic and pertinent questions
Record events and their resolutions in the ticketing system
Communicate within IT and to the business disruptions for IT services.
Follow-up and update users with status information
Incident Management and Majors Case Management.
SMS Assist
Chicago, Illinois May 2018 to August 2018
Operations Specialist
Field incoming calls from clients and determine the best approach to a solution
Manage real-time inquiries monitoring and responding to commitments for clients and affiliates
Record relevant information in SMS database
Resolve or escalate disputes for unsatisfied services confirmations of clients and/or affiliates
Work cross-functionally with other teams and departments to process work orders successfully
Axa Assistance USA
Chicago, Illinois Jan 2016 to May 2018
Assistant Coordinator (Portuguese)
Provided guidance regarding emergency medical assistance
Interpreted and applied insurance policy benefits
Provided emergency travel assistance
Communicated with health providers to confirm client eligibility and payment
Determined level of service needed and eligibility of customers
Documented relevant information in case management system PROFESSIONAL SKILLS
>Customer Satisfaction
>Relationship Building
>Case Management Systems
>Call Center
>Problem Resolution
>Helpdesk Support
PERSONAL SKILLS
>Authentic
>Personable
>Reliable
Northwestern Medicine
Chicago, Illinois Jun 2014 to Dec 2016
Patient Transporter
Transported patients to various locations around the hospital
Delivered equipment, as requested, to patient rooms or to storage
Maintained records on each patient and equipment transport
Assisted with bed delivery and installation
Cleaned and maintained equipment as appropriate
Performed nightly audit of guest registrations
Grand São Luis Hotel
São Luis, Maranhão, Brazil Apr 2007 to Jul 2009
Front Desk Reception
Greeted and registered hotel guests
Managed check-in and check-out functions for guests
Received and processed guest payments for hotel accommodations and other services
Events Coordinator
Guided event sponsors on tour of property and provided overview of event services
Prepared proposals for hosting events on property
Worked with event sponsor to prepare event programs
Managed property functions during event
LANGUAGES
English
Portuguese
TRAINING AND DEVELOPMENT
Windows, Internet and MS Office Suite
Computer Repair: PC Custom Building, Hardware/Software Installation
Business Tools: Active Directory, Microsoft Exchange and Imaging
Web Development
Data Control
Office Assistant
Social Media
EDUCATION
University Center of Maranhão
São Luis, Brazil
Jan 2011 to May 2013
Environmental Engineering