Tech Support Agent

***************@*****.**** com Cartwright Cobb Park Area, TX +1-325-***-****

WORK HISTORY

tech support agent at FOUNDEVER

**/**** - ******* (7 years)

*Sykes Enterprises Inc*Tech Support*August 2017 - March 2018*I trained and have worked as a tech support agent. I take calls, emails and chats for a major*learning products company. I help with access problems, including registration problems and*username password problems. I also help customers with issues with the programs working incorrectly*or in unexpected ways.*March 2018 - Present*Customer service representative *Assisting customers with various issues.*Worked on accounts ranging from a employer benefit company to a high end retailer. Customer Advocate Specialist at Health Care Services Corporation 08/2001 - Current (23 years)

*I started as a Membership technician working on a new project called Ongoing Eligibility for the*Texas Health Insurance Risk Pool contract for BCBSTX. I helped refine the process as well as*ensuring the members of the Risk Pool still qualified for the Risk Pool. I also entered new members*into the membership system. The job was later renamed as a Customer Advocate Specialist. When (after*12 years) the Pool was closed due to the ACA, I was transferred to the Individual Retail Market*contract. I took Assist Line calls from Customer Advocates who were having difficulty with*procedures or the programs. I helped answer customer questions and resolve issues. I also took over*escalated calls from members who were not satisfied with the answers or solutions given by the*Customer Advocates.*I am used to dealing with problems and searching data bases for answers. I have had to research*billing and determine if members qualify for a reinstatement when cancelled. I have also had a lot*of experience with dealing with unhappy members.

sales representative at Sitel Corporation

06/1991 - 06/2001 (10 years)

*Sitel Corporation*Various*North Platte, Nebraska*June 1991 - June 2001*I was a sales representative for a few years. I then promoted to Verifier after getting my insurance*licenses in Nebraska. I had both the Life and Health and the Property and Casualty licenses. I took*over the calls and made sure the person on the phone understood the insurance they were purchasing*and closing the sales. I also was a Night Verifier. That position involved listening to recordings*of the sales and making sure the information was entered correctly in the computer and making sure*the sales were legitimate. After a few years, I promoted to Supervisor. I supervised a group of*sales representatives and coached them to perform their jobs with quality as a standard. During a*downsizing, I went back to a Verifier role as there were too many supervisors at that time.*I transferred to Abilene, Texas with a promotion back to Supervisor and coached my team to a better*performance.*I was given an opportunity to go back to a Sales Rep Verifier role and given the stress of the job*and home life, I took that opportunity. My last job with Sitel was a full time Night Verifier. That*job ended when Sitel closed the Abilene, TX site. EDUCATION

Mid Plains Community College

Graduated 1983

Associate of Arts in Business Administration with

North Platte Senior High School

Graduated 2017

SKILLS

forklift training, 0 year

warehouse loading, 0 year

use protective equipment, 0 year

lift operations, 0 year

unloading containers, 0 year

forklift truck, 0 year

palletizing, 0 year

LANGUAGES

English, Moderate

SOCIAL NETWORKS

Facebook, https://Paula medley

Twitter, https://Don't used

Linkedin, https://Instagram

ABOUT ME

I served in the military

I have a drivers license

I have management experience : 5 years

I have a security clearance

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