Relevant Skill Set:

Excelled as a Technical Writer for over a decade and in remote positions, providing exceptional customer support and pre-sales assistance.

Demonstrated expertise in healthcare coordination and member support for Medicare and Medicaid services.

Offered comprehensive technical support across various sectors, including education and private businesses.

Skillfully implemented web-based projects and navigated legal compliance for content on the Sony Support Website.

Professional Experience:

Rental Property Manager 03/17 – Present

Addressed complaints and resolved issues to promote Tenant satisfaction.

Managed multiple tasks within a high-volume environment.

Coordinated flooring contractor installation project, resulting in 20% increase in property value.

Resolved conflicts and negotiated mutually beneficial agreements between Tenants and Association.

Conduent Connect Inc. 07/22 – 09/22 (Contract Completed)

Inbound Presales Advisor

Secured a remote position to work from home.

Assisted customers with pre-sales inquiries.

Addressed questions regarding financing and purchasing of smart devices and accessories.

Ensured timely call resolution, showcasing excellent verbal and written communication skills.

Maintained high quality standards to guarantee customer satisfaction and provide product solutions.

TPUSA 07/21 – 04/22 (Contract Completed)

Technical Customer Support Agent

Served as a contractor for telephone support and customer service at Teleperformance.

Resolved application support, printing, and connectivity issues for customers.

Managed user connections to access applications and file documentation.

Assisted users with saving documents to network and iCloud locations.

Provided efficient and reliable technical support to enhance customer experience.

VOLT Management Inc. 06/20 – 06/21 (Contract Completed)

Scheduling Coordinator

Worked remotely as a Medicare coordinator for in-home or virtual nurse assessments.

Coordinated annual health care assessments for members' health and well-being.

Collaborated with nursing professionals to ensure proper health evaluations.

Utilized virtual tools to facilitate remote health care assessments when needed.

Contributed to the overall efficiency and effectiveness of the Medicare program.

TPUSA 11/18 – 08/19 (Contract Completed)

Customer Service Agent

Provided member support for Medicare and Medicaid services.

Acted as a representative for inquiries, procedural changes, updates, and account eligibility.

Verified confidential information for medical, dental, and vision support and benefits.

Ensured accurate and up-to-date information was available for members.

Maintained a high standard of customer service and support in the healthcare sector.

Self-Employed Management Consultant 02/18 – 06/18

Compared quotes from multiple companies and contractors for property updates and repairs.

Selected appropriate materials for condo and home renovations.

Authorized and approved materials, time, and labor costs.

Ensured the best value and quality for property renovation projects.

Managed and supervised renovation projects to completion.

Global Response 07/18 – 09/18 (Contract Completed)

Technical Support Contractor

Provided technical support to students, learning coaches, and caretakers for hardware and software issues.

Responded promptly to phone calls, emails, and remote access assistance requests.

Troubleshot and resolved various technical issues to ensure smooth learning experiences.

Offered guidance and instruction for navigating hardware and software challenges.

Maintained a strong commitment to customer service and support in the educational sector.

Point Blank Enterprises 11/17 – 01/18 (Contract Completed)

Help Desk Technician

Responded to telephone calls, emails, and end user requests for software and hardware assistance.

Developed documentation for process flows and new computer configurations.

Collaborated with departmental leads to determine user application access needs.

Conducted computer setup, configuration, and deployments as required.

Ensured efficient and effective IT support for users across various departments.

Clinical Nursing Resources, LLC 09/14 – 10/17

Remote Consultant

Served as an independent consultant for a privately-owned business.

Provided remote technical assistance for Microsoft Office Suite, Windows, and user interfaces.

Offered guidance and instruction on hardware, software, and connectivity issues.

Troubleshot and resolved technical challenges to enhance business productivity.

Delivered reliable and effective IT support tailored to the client's needs.

SONY Inc. 06/04 – 08/14

Technical Writer

Implemented and managed engineering requests for web-based articles using web tools and HTML codes.

Served as the San Diego Engineering group contact to review and revise requests for new drivers and models, fostering a collaborative experience for driver creation on the Sony Support Website.

Ensured legal approval was received for trademark compliance before posting new or updated drivers and instruction sets to the Support Website.

Maintained a strong focus on quality control and legal compliance in the digital content creation process.

Collaborated effectively with cross-functional teams to enhance the overall user experience on the Sony Support Website.

Education:

University of North Carolina Charlotte - Charlotte, NC - Bachelor's in Music (BCA)

Loyola University of Chicago - Master’s in Adult and Corporate Instructional Management (ACIM)

Hodges University – Fort Myers, FL - Master’s in Information Systems Management (ISM)

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