Customer Service Technical Support
Resume:
Aerial Bradley
Fort Worth, TX *****
***************@*****.***
Hello, My name is Aerial. I'm studying to obtain my Bachelor of Science in Business Administration at Colorado Technical University. I'm expected to graduate in or before the Summer of 2026. My work experience goes back more than 15 years. I have eight years of experience supervising and leading teams numbered 5-20 people. I gained that experience working for a major retailer and a financial institution. While there, I was accountable for maintaining the accuracy of the store's cash balancing, assisting with the onboarding process, training, and evaluating the performance of others. My daily focus was presenting a clean storefront and serving as the first point of contact for customer requests. I have an excellent track record for retaining customers' business due to focusing on building rapport with clients, advanced problem-solving, providing accurate technical support, and reporting and maintaining the accuracy of client files. I aim to exceed performance expectations and become promoted to a role where I can exercise my passion for educating and guiding people. Ultimately, I'm passionate about advocating for individuals who need someone to fill the gap between them and their required resources.
Authorized to work in the US for any employer
Work Experience
Tech Support Specialist
Tandem Diabetes Care, Inc. - San Diego, CA
July 2023 to Present
• Utilize active listening and comprehension skills to analyze customers’ software issue, accurately diagnose the error and if applicable, explain the cause.
• While displaying professionalism, patience, and empathy (when appropriate) guide the customer through accurate troubleshooting steps.
• Properly Document all interactions and/or communicate the issue to the appropriate department for escalated situations.
Call center environment *Remote*
CSR I
Majorel - Chandler, AZ
January 2023 to June 2023
• I acted as the main point of contact for clients and managed business relationships while working closely with the Client product team.
• I provided technical support to clients through email, phone, and live chat.
• I took responsibility for addressing client queries, complaints, and servicing issues in a timely manner to ensure proper resolution.
External Consultant/ Benefits Enrollment Specialist Willis Towers Watson - Richardson, TX
June 2022 to December 2022
Call center environment* Remote
Provided exceptional customer service
Accepted Inbound calls
Placed outbound calls for follow-ups or callback requests. Assisted with Benefits outsourcing
Explained Company Offered Insurance Benefits:
Medical, Dental, Vision, etc.
Answered insurance verification coverage, benefits, and deductible questions. Shift Supervisor
PLS Financial Services - Fort Worth, TX
June 2021 to June 2022
•
Successfully lead the store while delivering outstanding customer service, meeting all daily operating objectives, sales, and financial goals
•
Creatively established new business relationships while properly maintaining existing special business relationships with our customers. Due to the success of my efforts, our positive revenue for our store were high enough to permit 2 quarterly bonuses.
Contact Center Rep.
Pacific Dental Services - Irving, TX
November 2018 to February 2021
• Exhibited positive behaviors and excellent communications skills
• Committed to achieving predetermined goals while working within the framework of the Contact Center policies
• Answer inbound calls to assist new and existing patients with scheduling, canceling and rescheduling appointments for dental examinations and/or dental treatment
• Demonstrate excellent telephone skills while making outbound telephone calls to Dental Offices, and to Dental Office patients
• Respond to patient appointment requests from various Dental Offices websites (over 900 nationwide)
• Ability to handle inbound calls while navigating multiple systems of record
• Accurately schedule appointments utilizing predetermined dental office scheduling procedures
• Responsible for verifying patient insurance coverage to ensure eligibility
• Effectively and accurately send correspondence emails to Dental Offices
• Learn, and actively participate in The Perfect Patient Experience by demonstrating a positive attitude and doing everything to ensure patients’ needs are met
• Ability to handle emergency requests for treatment and/or pain management Customer Service Rep.
FreedomPowersports - Fort Worth, TX
August 2017 to October 2018
Customer service and communication to proper Management and Sales Team
• Record customer feedback, assist Sales team with sales
• Training new Team members, new hires for the call center I would train, go over company policies etc.
• Auditing and Reviewing the quality of our Sales team calls, (listening to recorded calls and using grading point system for Sales team members to assure customers were being treated exceptionally on every call.
•
Manage incoming phone calls and internet leads with requests about Powersports Vehicles and Motorcycles
•
Answer incoming calls & respond to internet inquiries promptly with courtesy, honesty, accuracy and professionalism - If you cannot answer the question, make an honest effort to ensure you get the answer from the right source (no matter what they need)
•
Data Entry- Maintain accurate and thorough customer information and all interactions with guests into the CRM
• Handled emails, inbound calls, and outbound calls
• Booked appointments
• Assisted customers with a warm and professional attitude Customer Service Manager CSM
Walmart - Fort Worth, TX
November 2011 to July 2017
Customer service, Supervise and manage front cashiers, customer service desk team members and Cart Pushers/Door Greeters.
• Money services Cashing checks, selling money orders, sending money using MoneyGram and the Walmart to Walmart systems. Balancing and auditing registers.
• Managing/Training Front end team members schedules/ breaks lunches, giving quarterly and mid annual evaluations.
• Maintaining clean and safe front end appearance. Education
Bachelor of Science in Business Administration
Colorado Technical University-Colorado Springs - Colorado Springs, CO July 2023 to Present
Associate of Arts
Tarrant County College
2010 to 2012
High School Diploma
Texans Can Academy
2010
Skills
• Account Management (2 years)
• Auditing (7 years)
• Epic (1 year)
• Management (7 years)
• Salesforce (2 years)
• Team Management (7 years)
• Microsoft Excel (5 years)
• Microsoft Word (10+ years)
• Basic math (10+ years)
• Customer service (10+ years)
• QuickBooks (Less than 1 year)
• Training & development (8 years)
• Schedule management (9 years)
• Supervising experience (7 years)
• Retail management (7 years)
• Microsoft Office (3 years)
• Financial Services
• Telemarketing
• Shift Management
• Sales
• Communication skills
• Data entry
• Typing
• Microsoft Outlook
• HIPAA (4 years)
• Benefits administration (1 year)
• 10 key typing (7 years)
• Customer support (10+ years)
• Event Planning
• Administrative Experience
• Upselling
• CRM Software
• Avaya (1 year)
Languages
• English - Expert
• Spanish - Intermediate
Assessments
HR: Compensation & benefits — Proficient
December 2022
Knowledge of compensation and benefits programs
Full results: Proficient
Sales skills — Proficient
July 2022
Influencing and negotiating with customers
Full results: Proficient
Verbal communication — Proficient
January 2023
Speaking clearly, correctly, and concisely
Full results: Proficient
Management & leadership skills: Impact & influence — Completed June 2022
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Completed
Social media — Proficient
March 2022
Knowledge of popular social media platforms, features, and functions Full results: Proficient
Medical terminology — Proficient
January 2023
Understanding and using medical terminology
Full results: Proficient
Management & leadership skills: Impact & influence — Proficient January 2023
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Customer focus & orientation — Proficient
June 2021
Responding to customer situations with sensitivity Full results: Proficient
Call center customer service — Proficient
June 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Sales skills — Proficient
July 2021
Influencing and negotiating with customers
Full results: Proficient
Automotive maintenance — Proficient
January 2023
Knowledge of vehicles, vehicle maintenance, and repairs Full results: Proficient
Technical support — Proficient
May 2023
Performing software, hardware, and network operations Full results: Proficient
Spreadsheets with Microsoft Excel — Proficient
December 2023
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
Basic computer skills — Proficient
January 2023
Performing basic computer operations and troubleshooting common problems Full results: Proficient
Medical billing — Proficient
June 2023
Understanding the procedures and forms used for medical billing Full results: Proficient
Administrative assistant/receptionist — Proficient December 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Retail customer service — Proficient
December 2022
Responding to customer situations in a retail setting Full results: Proficient
Protecting patient privacy — Proficient
December 2022
Understanding privacy rules and regulations associated with patient records Full results: Proficient
Work motivation — Proficient
March 2023
Level of motivation and discipline applied toward work Full results: Proficient
Work style: Professionalism — Proficient
July 2022
Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Proficient
Work style: Reliability — Proficient
July 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Working with MS Word documents — Proficient
June 2022
Knowledge of various Microsoft Word features, functions, and techniques Full results: Proficient
Administrative assistant/receptionist — Proficient June 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Attention to detail — Proficient
December 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Sales skills — Proficient
January 2023
Influencing and negotiating with customers
Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient December 2022
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Medical receptionist skills — Proficient
December 2022
Managing physician schedules and maintaining accurate patient records Full results: Proficient
Recruiting — Proficient
December 2022
Managing the candidate sourcing and selection process Full results: Proficient
Customer service — Proficient
June 2022
Identifying and resolving common customer issues
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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