Taqueila Hazel

***** ** ***** ******* *****, Fl *3170 786-***-**** ad2e19@r.postjobfree.com

Objective: Seeking a position with a progressive organization that offers challenges and rewarding opportunities based on performance and productivity.

Education:

Berkeley College – 2016- Major: Business Management

Skills & Abilities

MANAGEMENT

·Over the last seven years I have been in a management position where I have developed many skills in empowering staff, students and others around me. I have performed different types of leadership skills. I have facilitated workshops and meetings for parents, students and staff. I have also conducted evaluations, observations and have given feedback.

COMMUNICATION

·I have good communication skills. I have presented and led meetings and workshops. I send emails, make calls and most of all make sure that I stay transparent about all things in the workplace.

Experience

CLIENT SUPPORT REPRESENTATIVE HHAEXCHANGE AUGUST 2019 – MARCH 2021

Answer phones and assist client with their incoming call inquiries regarding technical support in billing, scheduling and entering in data.

Assisting clients with aide compliance

Answering and responding to client emails

Provided technical support for basic system troubleshooting.

CLIENT SUPPORT SPECIALIST HHAEXCHANGE MARCH 2021 – APRIL 2023

Answered phone calls and emails for clients regarding technical support in billing, re-billing, running and creating reports.

Assisting clients with running payroll

Understanding the difference in reports with similar criteria

Went through trouble shooting and training steps to assist the client with how to run the day-to-day functionality of the system.

Also assisted clients with EDI and FTP imports and exports.

Assisted clients with sales referrals, upgrades and subscriptions.

CLIENT SUPPORT TEAM LEAD HHAEXCHANGE APRIL 2023 – SEPTEMBER 2023

Review and follow up on internal tickets, tasks, and/or special projects assigned by management.

Liaise between business and team members with customer facing responsibility.

Participated in quality assurance to assure client satisfaction.

Understand and manage evolving client expectations.

Identify and suggest opportunities for the operational staff and or other HHA employees.

Monitor all open/pending team member tickets daily and provide necessary advice and guidance on forward moving steps to reaching a resolution.

Receive and manage escalations from client support staff and employees.

Monitor team performance and maintain department focus on excellent customer service and metric agreements.

Validate task transfers before escalating tickets.

Assisted with de-escalating situations for employees with things that were out of the agent’s scope.

Identify and acknowledge gaps and collaborate with management and team training on in-service opportunities.

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