Customer Service Technical Support

SUMMARY

Experienced Operations Group Lead with a strong operations professional history of working in the health care and I.T. industry. Skilled in utilizing superb problem resolution skills to improving business system performances through accurate information in a time efficient manner.

EXPERIENCE

Group Lead Pre-Analytical Ops, Quest Diagnostics

October ’16 – Present

+Schedule coordination

+General supervision of all Pre-Analytical Assistants, providing input to supervisors for performance review and disciplinary action.

+Conduct process and compliance audits.

+ Trouble shoot complex problems as they apply to their job.

+Familiar with unusual requests, and be able to resolve or refer them appropriately.

+Assist the supervisor(s) in prioritizing work assignments.

+Assures optimum utilization of human resources and that all job responsibilities are addressed for each shift. Including staffing for weekends and holidays.

+Assist the Supervisor(s) in monitoring production and activity of employees in order to meet departmental deadlines.

+Assist the Supervisor(s) in the coaching for improved performance, providing appropriate feedback to all PAA’s and maintaining a positive work environment.

+Assist all PAA’s in proper specimen handling selection, equipment maintenance and problem resolution.

+Answers and clarifies all employee questions (including laboratory personnel) regarding processing. Must be able to work effectively with the technical departments to resolve problems and gain cooperation.

+Provides appropriate feedback to supervisor(s) when problems arise. Make suggestions and recommendations to enhance workflow.

+Completes appropriate shift paperwork, setting up for production, and ensuring their staff has cleaned up at the end of the shift.

+Helps to keep department overtime to a minimum.

+Monitors supply inventory, ordering supplies as needed.

+Repairs and maintains department equipment and notifying appropriate personnel when repairs beyond the general scope are required.

+Assist in or performing all training, cross training and department auditing functions as assigned by the supervisor(s)

Technical Support, Comcast Sept ’17 – Sept ‘18

+Provides basic remote end-user IT support and education for West Division

+supported locations,

+including but not limited to troubleshooting, installing, and maintaining software

+configurations

+Applies corrective action processes to accurately resolve user order issues, ensuring user' service commitments are met.

+ Isolates and resolves problems by correlating information from network equipment, etc.

+Notifies appropriate individuals and organizations of network outages and restoration events by opening system trouble tickets, as necessary, with the fix agencies.

+ Works across multiple applications to perform error resolution in

+order to fulfill service orders that meet original time frame

Technical Support II, Verizon Wireless Dec ’14 – Oct ‘16

+Providing a high level of resolution support to multiple business customer types, adapting to their varying needs and requirements

+•Delivering efficient customer support on large accounts, with the ability to be proficient in customer-facing systems.

+•Being solution oriented and proactive, providing first call resolution eliminating repeat calls and reducing unnecessary transfers

+•Selling the value of Verizon solutions by using strong communication and negotiation skills to improve the customer experience and increase company revenue

+•Maintaining an in-depth level of knowledge regarding product offerings, network capabilities, and position them as strategic solutions in a business environment.

+•Appling technical knowledge to resolve customer issues and provide assistance on evolving technologies through effective troubleshooting

+•Assisting with escalations and large research requests

EDUCATION

Hillsborough Community College 2010

Associate of Science (AS)

St. Petersburg College 2012

Bachelor of Science (B.S.)

SKILLS

Industry Knowledge

Sales

Technical Support

Standard Operating Procedure (SOP)

Process Improvement

Tools & Technologies

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Interpersonal Skills

Customer Service

Employee Training

Time Management

Public Speaking

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