Shavon Rush

Technical Support II - Ability Network

Robbinsdale, MN 55422

acym2j@r.postjobfree.com - 612-***-****

To obtain a position where my skills, education, and training will be utilized to gain experience as well as professional growth opportunities.

WORK EXPERIENCE

Technical Support II

Ability Network - Minneapolis, MN - March 2016 to Present

• Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools.

• Contact and interface for customers regarding support, troubleshooting and problem resolution with Medicare

• Resolve technical support issues for ABILITY supported products within identified timeframes with a focus on first call resolution.

• Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process.

• Document all activities with customers in CRM per defined process and procedures.

• Resolve open cases within specified guidelines.

• Elevate issues following escalation procedure timely and as appropriate. Technical Support

FIS ChexSystems - Woodbury, MN - September 2014 to March 2016

• Includes password resets, creating tickets, and working to maintain the expected level of quality, accuracy, productivity and responsiveness resulting in achievements of targets and Service Level Agreements (SLAs)

• Ability to work in multiple technical mediums simultaneously while maintain attentive to customers and their issue

• Escalating calls to the appropriate support group and ensure escalation effort resulted in recovery time

• Demonstrating an understanding of various systems and the related trouble shooting procedure

• Actively responding to call queues by managing call time and re- prioritizing effectively

• Effectively research, document, track and monitor customers' requests and issues to ensure timely resolution

• Attention to detail and maintain high degree of accuracy

• Answering calls and e-mails from customers and providing 1ST level support to all customers on technology related issues

• Assists customers with a variety of questions, requests and issues Technical Support Technician

Century Link - Minneapolis, MN - February 2014 to August 2014 1

• Working in an in-bound call center environment supporting business clients and felid technicians

• Determine issue and open trouble ticket via Remedy ticketing system

• Address basic technical issue if possible or direct to another group

• Escalate new ticket to appropriate technical parties

• Write technical documents to be used by other technicians

• Ability to communicate with customer regarding test results for circuits ADDITIONAL INFORMATION

• Over 5 years providing excellent customer support in a very busy call center environment for banking industry and network support employers.

• Provide customer commitment with the ability to build productive relationships, resolve complex issues and win customer loyalty

• Proficient in the Microsoft Office applications (Excel, Word, Outlook, AS400, Microsoft Dynamics CRM, Batch Job, ect)

• Strategic- relationship/partnership building skills with Customer service experience providing prompt, courteous, and accurate

• Listen attentively to solve problems creatively, and use tact and diplomacy to find common ground and achieve a win- win outcome.

• Types 40 words per minute

• Healthcare EDI Knowledge (ANSI 835, 837, 270/271).

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