Joshua Hinnen

ad12hf@r.postjobfree.com

512-***-****

Customer Service Representative

Work Experience

Telephone Interviewer • LUCE Research Colorado Springs, Colorado November 2022 - Present

Contacted respondents on multiple client contracts to conduct political surveys. Adhered to reading scripts verbatim, and complied with quality assurance standards. Tech Support : Software • Concentrix Newark, California April 2023 - May 2023

Provided customer and technical support and assistance to inbound calls, customers, for assistance with federal and state tax filings, using the Intuit Turbo Tax Software Suite. Assignment duration one month only, temporary contract. Telephone Interviewer • ReconMR San Marcos, Texas

June 2017 - October 2022

Contacted respondents on multiple client contracts, to include political and medical oriented surveys. Adhered to reading scripts verbatim, and complied with quality assurance standards. Conducted polling confirmations Election 2020. Medical surveys to include MEDICARE Customer Service Representative • General Dynamics Waco, Tx September 2016 - May 2017

Assisted customers with applying for, selecting, and obtaining health insurance under the Affordable Care Act. Calculated tax subsidies to assist customers with premium payments and required deductibles. Provided explanation of affordable care act information, determination of subsidies quali cations, and bene ts provided for each plan reviewed and selected by customer over telephone as primary role. Quality customer service provided and maintained on every call. Customer Service Representative • C3 Communications Waco, Tx July 2016 - September 2016

Responsible for assisting customers over telephone with Medicare inquiries to include claims and prescription requests for UnitedHealthCare Insurance Company. Medical Records Case Worker • EMSI Waco, Tx

May 2016 - July 2016

Responsible for processing medical records requests for patients requesting Health and Life insurance policies. Responsible for following up on correspondence requests, as well as contacting providers to ensure requests are responded to and completed within case cycle time requirements. Communication with customer service to respond to delinquent cycle times to resolve issues of inactivity with providers impeding case completions requirements of duties as well.

Customer Service Rep • General Dynamics Waco, Tx

September 2015 - February 2016

Assisted customers with applying for, selecting, and obtaining health insurance under the Affordable Care Act. Calculated tax subsidies to assist customers with premium payments and required deductibles. Provided explanation of affordable care act information, determination of subsidies quali cations, and bene ts provided for each plan reviewed and selected by customer over telephone as primary role. Quality customer service provided and maintained on every call. MHE Operator • Tractor Supply Co Waco, Tx

December 2014 - August 2015

Responsible for moving packaged materials in Distribution Center (DC) from receiving to shipping department, and loading onto tractor trailers for shipment from DC, utilizing Crown RC

(stand up) and Pallet Jack (Stand Up) to retail stores, nationwide. Familiar with, and utilized Motorola RF scan gun for inventory management.

Copper Fabricator • Job Link Personnel Services Waco, Tx April 2014 - December 2014

Assisted in copper fabrication production process for assembly of heating cores to be insulated in heavy commercial contracting equipment.

Service Technician • Pacesetter Personnel Austin, Tx January 2014 - March 2014

Contracted to perform §oor and carpet repair services at various Wells Fargo bank branches in Texas, statewide.

Solar Technician • Gray Electric Meadville, Mo

November 2013 - December 2013

Installation of solar panels, on exterior arrays, to connect into the electrical grid, to provide alternative energy source, for residential and commercial customers. Responsible for explaining to customers the installation process, as well as informing customers on methods of cost savings.

Dessert Chef • Fogo De Chão Austin, Tx

December 2012 - August 2013

Prepared desserts for customers in ve star restaurant, delivering exceptional customer service. Service Apprentice • Cooper's 1 Call Service Austin, Tx January 2012 - May 2012

Assisted owner with project bids, and sales of repair services. Performed on site service repairs for residential homes, apartment complexes, and condominium properties. Services included deck installation and repair, plumbing installation and repair, trim installation, tile installation, interior and exterior painting.

Sales Representative • Partstree.com Austin, Tx

February 2010 - May 2011

Provided company with guidance on integrating call center systems procedures and practices, to accommodate expansion of company lawn and garden equipment parts sales transition from retail counter only, to internet, nationwide. Assisted customers with sales purchases over the telephone, and the internet, in a call center environment, to include identi cation of parts, utilizing online equipment diagrams and schematics. Warehouse Associate • Tosse International Austin, Tx November 2009 - January 2010

Packaged Toys for High Volume International Distribution for Christmas Holiday. Assisted Owner with packaging and preparation for FedEx, UPS, and U.S. Mail Pickup to meet critical daily shipment deadlines. Loaded and Unloaded Semi Truck Trailers of Toys and Organized for Storage in Warehouse Bays Assisted with Warehouse cleaning at end of each work day. Telemarketer • Telefund Inc. Austin, Tx

October 2009 - November 2009

Contacted existing contributors to non pro t social and political campaigns requesting donations. Communicated urgency of action for continuing donations with explanation of campaign goals, and highlighting actual results of organization to justify donations. Exceeded required quotas. Customer Service Rep • Harte Hanks Austin, Tx

January 2009 - June 2009

Customer/Tech Support Services for contracted company proprietary software packages and online services. Communicated with customers on telephone and through email with inquiries, complaints, and requested assistance. Utilized company software applications for call management

IT Infrastructure Associate • Quintiles Inc. San Diego, Ca May 1999 - December 2005

Administered 500 Windows NT, XP Client and 15 Windows NT, 2003 Server, Cisco connected Ethernet LAN Migrated 500 Windows NT Dell Optiplex Gx1 client desktops to Windows XP IBM Netvista client desktops T2x laptops Configured and Supported Windows XP clients on IBM Netvista desktops and IBM T2x series laptops dock stations Migrated 15 Legacy Windows NT Compaq Proliant servers to Replacement Windows 2003 EServers Configured and Supported Windows 2003 server on IBM EServers Migrated Windows NT Server Database User Accounts to Windows 2003 Server Active Directory Service ; Migrated Windows NT Shares, Directory, Files Security Rights to Replacement Windows 2003 IBM EServers Installed, conjured, and supported WINS, DNS, and DHCP Service on Windows NT, 2003 Servers

Installed and configured Cisco 5000 Series Catalyst Modular 10/100Mbps switches, replacing 3Com 10/100 Hubs Installed and configured Cisco 2610 router for LAN connection to Quintiles Frame Relay WAN on Fractional T-1 connection Administrated Lotus Notes R6 Mail Server, Clients and databases.

Installed, configured, and supported Microsoft XP, MS Office, MS Visio, Adobe CS, Internet Explorer Managed Citrix client connections to Corporate Citrix Servers for access to Global Shared Data Managed Network Server/Client Anti-Virus Protection utilizing Mcafee e-policy Orchestrator

Performed data backups using Arcserve and Veritas software installed on Windows 2003 server using HP DLT Tape Drives.

Installed, configured, and supported network HP and Canon printers Managed Customer Help Desk Support calls utilizing Remedy and HP Openview management software

Education

Platt College San Diego, Ca

Associate Degree : Media Arts / Graphic Design

Texas State Technical College Waco, Tx

Associate Degree : Information Systems

Military

United States Air Force USAF 1992 - 1996

Honorable Discharge

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