Customer Service Technical Support

Brea F. Waye

**** ******* **** **********, ** ***39 Phone: 404-***-**** ************@*****.***

A technical support professional whose qualifications include a detailed knowledge of systems and customer service tools, technologies and best practices. Over seven years of experience in the customer service field including support, implementing and testing software. A flexible and versatile individual who’s able to maintain control under pressure. Poised and competent with demonstrated ability to easily transcend and thrive in deadline-driven environments. A detail oriented quality focused professional help desk specialist with a successful proven track record of handling complicated assignments. Highly experienced in MS Office products, VPN and VOIP connectivity, mobile devices, and a variety of ticketing systems. Proficient in a variety of practice management software applications. Dedicated to maintaining strict client and customer confidentiality.

6+ years Customer Service experience in a Call Center

6+ Years of extensive IT technical support troubleshooting skills

Extensive knowledge and understanding of HIPAA

Proficient in payroll practices

Ability to thoroughly research and determine root causes of various software issues

Proficient working knowledge of SQL (SSMS 2012-Querying and Table Functions)

4 years of help desk supporting internal employees

Employment History

State Farm- Dunwoody, GA

CCC SERVICE REPRESENTATIVE (PART-TIME), SEPTEMBER 2015- PRESENT

First point of contact for policyholders handling 35-60 calls per shift. Responsible for answering policy, billing and claim questions. Utilize CRC to verify and document account activity and resolved/unresolved issues thoroughly for follow-up. Transferring calls to agent/claim offices for further assistance. Assist policyholders with online application errors and issues that may arise while making payments, updating personal information and printing proof of insurance. Support claims department with ECS application issues. Deescalate issues within my scope. Maintain above average metrics such as AHT (Average Handle Time) and ACW (After Call Work). Accepting payments through billing system.

CERIDIAN HCM- ATLANTA, GA

TECHNICAL SUPPORT ANALYST, NOVEMBER 2013- AUGUST 2014

Provided application support for 300+ clients. Communicate with end users and other departments to resolve payroll software issues while offering excellent customer service. Maintain diplomacy when addressing matters escalated. Provide thorough, efficient, and accurate documentation and updates in all required systems for each work event. Review open accounts to determine and take appropriate actions through understanding tax adjustments, payroll practices and database issues. Respond to verbal and/or written inquiries in a timely manner. Troubleshoot problems with Ceridian proprietary applications (ITILv3 foundation) by testing and debugging scripts. Troubleshoot application errors on a variety of devices including MAC. Windows, Androids, Blackberries, PED’S.

LEXIS NEXIS– ALPHARETTA, GA

TECHNICAL SUPPORT SPECIALIST (CONTRACT), FEBRUARY 2013 to OCTOBER 2013

First point of contact to assist clients in submitting background information for credentialing. Providing excellent customer service to ensure a “one and done” experience. Troubleshoot problems including but not limited to browser, email and OS software issues. Responsible for deescalating situations and providing timely resolutions for problems that could not be resolved at Tier 1. Team lead responsible for handling 2nd level escalations and serving as the liaison between representative and supervisor. Update material in knowledge base.

NEW YORK LIFE – ALPHARETTA, GA,

HELP DESK ASSOCIATE (Contract), OCTOBER 2012 TO FEBRUARY 2013

Provide support and technical issue resolution to internal employees via E-Mail, phone and other electronic medium. Configuration of client’s equipment (laptops, desktops, Blackberry’s, Androids) to connect to the Internet via modem/DSL Router (Dialup/DSL customers only). Configure software to connect to Internet application servers. Provide training to clients in the use of system and applications as related to Internet. Obtain general understanding of OS and application operations related to company offered services. Identify and correct or advise, on operational issues in client computer systems. Served as first point of contact for end users experiencing browser, application, and proprietary software related issues. Utilized BMC Remedy to proficiently notate and track issues for escalations and follow up.

STATE FARM INSURANCE – ATLANTA, GA

TECHNICAL SUPPORT SPECIALIST (Contract), FEBRUARY 2012 TO SEPTEMBER 2012

Responsible for assisting agents with a variety of issues including but not limited to password resets, browser issues, software upgrades, hardware installations, claims processing and cosmetic issues. Served as first point of contact for help desk, taking ownership of each issue until a resolution has been reached and provided to the agent. Support agency applications that agents use to report initial claims. Provide assistance with issues that arise using MAC products.

COVENTRY HEALTHCARE – SCOTTSDALE, AZ

HELP DESK REPRESENTATIVE, JULY 2011 TO NOVEMBER 2011

Responsible for assisting 1000+ internal employees with their day to day activities. Password resets, hardware troubleshooting, new software education and the setup of new equipment. Served as first point of contact and escalated issues when required. Utilized Salesforce to accurately document and notate accounts for thorough follow up. Worked with development team to quickly diagnose and resolve issues that arise when working within the application.

.

COMCAST- ALPHARETTA, GA

CUSTOMER SERVICE/TECHNICAL SUPPORT, JUNE 2008 TO APRIL 2011

Communicate with customers to resolve cable accounts while offering excellent customer service. Provide efficient and accurate documentation and updates in all notes to ensure thorough follow up and resolutions. Review open accounts to determine and take appropriate actions through understanding charges, payments, adjustments, and refunds. Troubleshoot router and line issues that customers may encounter. Serve as team lead on the floor and escalation specialist to Cable department.

Education

AJCC- Business Office Administration, 2008

Georgia Southern University, 2007

Shiloh High School-College Prep High School Diploma,

Key Skills

Call Center

Customer Service

Lexis Nexis

BMC Remedy

Excel

Data Entry

HIPAA

Lotus Notes

50+ WPM

Windows 7

MS Office Suite 2003, 2007, 2010

Workers Compensation

VPN/VOIP

Internet Explorer

Windows XP

Microsoft Exchange

Software Installation

SharePoint

Networking

Mobile Devices

MYSQL

Researching

Process Updates

Contact this candidate