Customer Service Representative
Resume:
Laewa Forrest
** ********** ******* ********, ** 06112
acrkew@r.postjobfree.com
Education
University of Phoenix
BS in Information Technology
(Currently Attending)
AmeriTech College
AAS in Medical Billing and Coding
Experience
CSL Plasma (Temporary)
Reception Tech 4/2015-6/2015
The registration procedures includes but are not limited to: presenting health related documents, answering questions, taking vital signs and simple medical procedures such as blood pressure, pulse, and temperature. Explains the process, the tests performed, the appointment system, fees, center policies, proper nutrition and any other information pertinent to the donor. Ensures that all donors' questions are answered timely, accurately and professionally
Kelly Services (Temporary)/ Apple Inc.
Support Representative 7/2014-11/2014
Providing customer support for Apple customers with included troubleshooting software updates and determining next step in repair options. Created tickets for customers to have issues resolved by Tier 2 or in store evaluations. Created a comfortable environment for customers by educating on all devices. Assisting in technical assistance for simple issue to complex developing issues including connecting to mobile devices, modems, Bluetooth, error messages and operating systems
Asurion/DirectTV
Customer Service Representative 7/2013-7/2014
Assist DirecTV customer with technical questions involving DIRECTV equipment. Troubleshoot issues regarding modems, cables, mobile devices, and software. Entered information in ticketing system to allow for field technicians to fix complex issues not resolved over the phone. Answered questions that include billing and programming choices. Assisted in upgrades of Asurion’s insurance plans and DIRECTV equipment
Live Ops/Public Partnerships
Customer Service Representative/Quality Assurance 5/2012-6/2013
Audit customer service calls based on Public Partnerships quality standards and assurance. Answer questions based on payroll and services provided by the client. Public Partnerships provides home care for Pennsylvania and Virginia Medicaid recipients
West Asset Management/Sprint
Customer Service Representative 7/2011 to 12/2012
Answer incoming calls from customers which includes billing and account information
Properly lead customers through diagnostic procedures to determine the source of issues with mobile devices
Assist customers in creating a payment plan and negotiate immediate payments on accounts
Responsible for documenting all received calls
Entered information in ticketing system for complex issues to be resolved by tech support
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Image Management Solutions
Office Clerk 7/2009 to 2/ 2010
Documented client based information while focusing on details to minimize errors
Assisted with training and coaching of new associates
Prepared and scanned large documents
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