Technical Support Customer Service

KATHERINE SMITH

Preferred Name: Monty Smith

Jacksonville, FL • +1-904-***-**** • *****.*****.*@*****.*** Experienced professional skilled in driving results across technical support, sales, and management roles in diverse industries. Proven ability to optimize processes, resulting in a 20% increase in customer satisfaction ratings. Seeking to leverage a broad professional background to fuel company growth in a new role.

PROFESSIONAL EXPERIENCE

Availity LLC, (Remote) 2023-2024

Client Technical Support Specialist

● Provided technical support via multiple channels, resolving 40+ client inquiries per day.

● Dedicated to high-quality customer service and adherence to industry standards.

● Proficient in HIPAA compliance and ANSI X12 data standards.

● Utilized Microsoft products, cloud-based CRM, and healthcare provider portals effectively for issue resolution.

T-Mobile, Ocala, FL 2022– 2022

Mobile Expert

● Executed proactive sales strategies, exceeding individual sales targets and contributing to a 5% monthly increase in overall store sales.

● Showcased extensive product knowledge through product demonstrations at marketing events, resulting in the acquisition of new customers.

● Diagnosed and resolved technical issues on 100+ customer devices, providing detailed education on device features and software options, resulting in a 25% decrease in return rate and a 15% increase in customer satisfaction.

Planet Fitness- Taymax Group LLC, Jacksonville, FL 2021– 2022 Assistant Manager

● Monitored and enforced staff adherence to daily operational policies and procedures.

● Managed client inquiries and issues with a focus on de-escalation and excellent customer service, increasing membership retention rates by 12%.

● Played a role in staff recruitment, training, and scheduling.

● Oversaw cashier balancing tasks.

Cowford Chophouse-FAR Restaurant Group, Jacksonville, FL 2017-2020 Lead Server Assistant Manager

● Conducted training for support staff and facilitated weekly team meetings.

● Managed guest turnover and ensured sanitation compliance.

● Provided assistance with banquet service operations.

● Oversaw back-of-house operations and guest order logistics. SKILLS

- Collaborative approach to Technical Troubleshooting

- Personnel Management & Scheduling

- Customer Relationship Management

- Cash Handling & Reconciliation.

SOFTWARE

- Salesforce CRM

- EDI File Transfer Protocol ANSI X12 translation

- Microsoft OfficeSuite

- Availity Essentials-Healthcare Provider Portal

- Typing Speed: 45+ WPM

Contact this candidate