Customer Support Specialist

Cairo Eugenia Baptist

GERMANTOWN, MD MOBILE#: 240-***-**** ***************@*****.***

Clearance: Public Trust & Interim Secret Clearance

US Citizen

Skills & Knowledge

Customer Support

Client Focused Skills

Analytical/Critical Thinker

Detailed oriented Technically & Organizationally

Deadline Oriented

Patience

Intellectual Curiosity

Solution Focused

Troubleshooting Technical & Non-Technical Challenges

Problem Solver

Flexible

Motivated

Collaborative

Enthusiastic about educating and helping others

Able to adjust priorities and client needs

Excellent listening skills

Ability to learn new technologies

Demonstrated ability to work collaboratively and cross-organizationally

Office Productivity Tools:

CRM

Office 365

Sales Force

Service Now

Remedy

Desktop Underwriter & Originator

MS Office

SharePoint

Loan Prospector App

HRIS Tracking System

Account Management

Primus Knowledge Center

Go To Assist Connector

Account Connect

Excel

OUTLOOK

IE/Edge/Fire Fox, Google Chrome Mozilla

Professional Experience:

March 21, 2022 to Current - GBS Solutions - Dept of Commerce - NIST - 100 Bureau Drive, Gaithersburg, MD - IT Customer Support Specialist

•Provides customer-facing support in a team-based environment.

•Documents customer issues and request quickly, to track customer engagements, and to capture customer interaction and performance data, escalate to the appropriate support group for resolution, and communicate customer status information resulting in increased customer satisfaction and productivity.

•Advises and assists customers in problem-solving activities using information center tools to resolve problems.

•Possesses functional knowledge and understanding of IT products and services to deliver solutions to customer inquiries on current and future products with emphasis on products in production, including Windows, and Android systems.

•Communicates, reports, and monitors service disruptions.

•Participates in training to learn new services and participate in continuous improvement efforts as it relates service desk processes and customer experience.

•Supporting IT technology and customers of technology in a customer support function.

•Applying standard operating procedures.

•Assisting in providing customers with instructions or information to answer questions, satisfy a request, or solve a problem.

•

Skills and Abilities

•MS Office Suite software (Word, Excel, PowerPoint, Access).

•Ability to work independently as well as effectively with other team members.

•Detailed and deadline oriented.

•Excellent customer care skills and abilities—effective verbal, written, and listening communication skills are key.

Education / Certification Requirements

•HDI Customer Service Representative Certification and Obtaining ITIL Certification

Set 8, 2020 to 02/23/2022 – Work Remotely - Freedom Mortgage Corp – 6400 Arlington Blvd, Suite 1000, Falls Church, VA 22042 – Business Support Specialist I

Advanced technical knowledge combined with the ability to clearly communicate with the Associate and Management.

• Take incoming requests for support via chat, phone, or email, gather information from end user and create an incident.

• Contact user for follow up to confirm resolution, gather additional information or provide updated information using Service Now ticketing system.

• Contributor and point of escalation for Technical Support level II Analysts

• Serve as point of contact to internal and external customers through problem resolution. Fulfill requests for loan documents to be emailed; Performed System updates for Name and Subject Property address changes.

Furloughed from Nexus Systems Due to Covid 19 from 04/2020 to 09/2020

Dec 9, 2019 to April 10, 2020 - NEXUS SYSTEMS – 6400 Arlington Blvd, Suite 1000, Falls Church, VA 22042 - Supplier Services Specialist

Responded to support requests and needs from staff, clients & vendors primarily focusing on issue resolution & expanding the Nexus network.

• Consistently provide quick and effective customer service with the goal of solving a problem such as navigating though Nexus Connect 2.0 website, password resets, and website navigation.

• Identifying alternative solutions for suppliers to proactively mitigate future challenges

• Ensure daily updates are provided to customers, expectations are clearly set and proactive internal follow up is performed

• Monitor multiple streams of communication to receive and manage assignments

• Provide outstanding customer service to both internal and external customers. Thoroughly document findings, next steps and findings in Salesforce ticketing system.

• Contribute to team documentation to facilitate knowledge sharing

• Actively manage assignments to ensure adherence to SLA’s.

• Assist with navigating the application and/or reproduce reported issues

• Deliver and perform against position and team performance metrics

• Work with cross-functional teams to research and resolve customer issues, and escalate issues requiring technical resources when necessary

• Perform additional responsibilities as defined by the supplier services management team, participate in on-call responsibilities during non-business hours, weekends and holidays, as requested.

Jan 2019 to August 2019 – ASRC - DEPT OF JUSTICE / DRUG ENFORCEMENT ADMIN OFFICE, 600 Army Navy Drive Arlington, VA - Help Desk Customer Support

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Locates resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

• Assist Medical Doctors (MD), Physician’s Assistant (PA), Drug Manufacturers, Pharmacies, etc. with the processing of Drug Enforcement Administration (DEA), Controlled Substance Act (CSA) registration.

• Daily use and flip chart documents; required to give the status of pending applications, refunds, status on current DEA registrations. Document all incoming call information on charts and emails.

• Obtains client information by answering telephone calls; interviewing clients; verifying information. Receive approximately 100 calls daily.

• Establishes policies by entering client information; confirming pricing.

• Informs clients by explaining procedures; answering questions; providing information.

• Maintains communication equipment by reporting problems.

• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.

• Prepare numerous documents in the processing of refunds, transfers, address changes, etc. Enter all necessary registrant application data into the Oracle Registration database to modify current records, new and renewal.

• Coordinated with and responded to written and verbal request from Office of Diversion and Registration (ODR) field offices via telephone and in writing in accordance with all CSA regulations, procedures and policies.

Jan 2016 – 07/2018 - OPTUM - UNITED HEALTH GROUP – FREDERICK, MD

Recovery Resolution Analyst/Contract to Hire

•Perform investigation on allegations to identify potential Fraud, Waste, Abuse,

•Researched, reviewed and claim history on several custom databases

•Performed member and provider interviews a

•Reviewed medical documentation

•Document investigation activities that were performed tips

•Adjust claims as needed based on investigation performed

•Communicate with clients and business partners as needed

•Submit CMS reporting and other custom documentations

•Ensure adherence to state and federal compliance policies and

reimbursement

•Met and maintain minimum quality and productivity standards

FEB 2015 – DEC 2015

PROVIDED PRIMARY CARE TO AN AGING PARENT

5/2012 – 1/2015 FREDDIE MAC/FEDERAL HOME LOANS, MCLEAN, VA

Technical Support Customer Call Center Professional

•Handle issues for two main disciplines for loan brokers and Seller Servicers.

•Reset passwords for the several applications used by seller servicers

•Directed customers to specific applications they were trying to access.

•Showed users to Freddie Mac’s All Regulations underwriting guideline system.

•Knowledge of various custom Loan Origination websites used in connection.

•Responsible for trouble shooting and escalating unresolved issues

9/2011- 5/2012 FANNIE MAE, RESTON, VA

Technical Support Customer Call Center Professional

•Reviews, Resolves issues & updates customer incident records in database

•Responsible for providing high quality customer service and analytical skills

•Handled calls daily with a high-volume of inbound/outbound calls.

•Familiar with Call Center Applications & tools using Automated Calls app

•Reviews, Resolves issues & updates customer incident records in database

•Processed Fannie Mae Products & Services and Desktop Underwriter Software.

12/2008 – 8/2011 WELLS FARGO HOME MORTGAGE, FREDERICK, MD

Customer Service Rep III

•Participated and supported overall customer service goals.

•Efficiently handled customer inquiries regarding their home mortgage.

•Prioritized quality and efficiency in resolving customer issues

•Minimize call escalations by gaining customers trust & confidence.

12/1996 - 10/2008 E.R. FINANCIAL INVESTMENT CORP., BALTIMORE, MD

Assistant Manager

•Researched and resolved inquiries, explained mortgage products & services

•Prioritized/organized daily follow-ups to ensure timely resolution.

•Managed loan processing staff, developed and implemented marketing plans

•Managed the production of loan officers.

Call Center Representative

•Evaluated customer concerns & resolve problems to the customer’s satisfaction.

•Handled escalated calls daily with a high-volume of inbound/outbound calls

Education

Currently Attending University of Phoenix Online, (Expected Graduation

May 2023) BS Business Admin w/Concentration in Human Resources

Attended University of Maryland Baltimore County, AA Human Resources 2004 Baltimore, MD

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