Call Center Support Analyst
Resume:
Linda M. Rowe
*** ****** ****** ************, ** 30215
**********@*****.***
As a Call Center Representative and/or End User Support Analyst, I was responsible for responding to inbound calls and email queries to provide fast and efficient customer service and offer the best possible resolution to the reported issue.
EXPERIENCE
03/2023 – 09/2023
CLAIM ASSOCIATES, STATE FARM
Claim Associates record and maintain insurance policy and claim information in database systems and determine policy coverage while calculating claim amounts. Claims Associates process claim payments when applicable and must ensure they comply with federal, state, and company regulations and policies.
Daily responsibilities include but are not limited to:
Review claims submissions, obtain and verify information.
Correspond with insurance agents and beneficiaries.
Communicate with insurance agents and beneficiaries and prepare claims forms and related documentation.
Manage large amounts of inbound and outbound calls in a timely manner.
Follow communication “scripts” when handling different topics.
Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
03/2018 – 05/2022
HELP DESK LEVEL 2 LEAD, PSI
Served as Help Desk Level 2 Lead for TSA providing technical and functional aid to TSA internal and external users. Daily responsibilities include but were not limited to:
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to APS’s Level 3
Provide accurate information on IT products or services
Follow-up and update customer with status and information
Identify and suggest possible improvements to procedures
Write and/or revise training manuals procedures
Train new staff members in operational procedures
09/2009 – 03/2018
SR. APPLICATION SYSTEM SUPPORT ANALYST, AEEC LLC (Partner with IBM)
Answers questions, applying knowledge of computer software applications and procedures
Confer with the programmers to explain software errors or to recommend changes to programs
Confer with establishment personnel to implement operating procedures to resolve system malfunctions
Write and/or revise training manuals procedures
Train new staff members in operational procedures
Provide written flash report to Stakeholders and System Owner of the supported applications by participating with the Critical Incident Center (CIC) bridge calls to trouble shoot, investigate, and resolve applications’ malfunctions.
01/2007 – 09/2009
APPLICATION SYSTEM ANALYST, UNISYS CORPORTATION, RESTON, VA
Provide UNIX Administrative support by monitoring file usages, creating directories, validating/changing object permissions and starting/stopping UNIX processes. Additionally, they provide DBA support by evaluating error messages and applying appropriate corrective measures.
Provide programming support by analyzing, testing and implementing set-ups and computer programs for new and existing applications to meet production specifications and customer needs.
Respond to technical inquiries escalated through the Call Center or directly from internal departments
Work with clients to help document problems and identify, troubleshoot and resolve complex problems using vendor documents and scripts.
Perform off-hours rotating on-call and perform any necessary checks or tasks that are required.
Help Desk and Call Center Support tools and methodologies include but are not limited to:
Microsoft Office 365, Windows 7, 10 and 11; Remedy, Workday, Salesforce
EDUCATION
06/2003
BACHELOR OF SCIENCE, STAYER UNIVERSITY
REFERENCES UPON REQUEST
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