Help Desk Customer Service

RAUSHON DABNEY

Cleveland, OH 216-***-**** ad5cy2@r.postjobfree.com

Summary

Detailed-oriented and customer service focused team member who can easily coordinate and lead a wide variety of responsibilities.

Experience

Staffing Solutions Enterprise February 2023 to June 2023

PIPP/HEAP INTAKE SPECIALIST FOR CHN HOUSING PARTNERS

Determined customer eligibility for utility programs by following program guidelines, collecting and entering data, computing financial budgets, and verifying eligibility documentation.

Processed utilities assistance applications (HEAP, PIPP, CRISIS, PRC and Fuel Fund) thru a database for 8-12 clients per day.

Diligently prepared and maintained client files and all correspondence in an accurate and timely manner.

Effectively communicated to participants case summaries, reports, and any changes in assistance or service.

Actively participated in trainings, meetings, and information sharing events.

New York Community Bank Cleveland, OH 0ct 2021 to Mar 2022

IT Technical Support

Responded to users calls, e-mails, or other contacts to the Help Desk and resolved users' issues/problems.

Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Assisted with special projects and assignments as needed.

Maintained friendly and professional customer interactions.

Met performance and sales goals.

Resolved Help Desk issues on a daily basis.

Educated customers on use of banking website and mobile apps.

Recommended products to customers, thoroughly explaining details.

Maintained help desk knowledgebase.

Pension Benefit Guaranty Corporation Euclid, OH

Help Desk Analyst Nov 2019 to Oct 2020

Provides overall clerical support functions for the processing activities.

Performs a variety of benefit administration and case processing tasks assigned to higher level staff.

Enters data into the system of record.

Perform tasks associated with the document management activities to include

plan and participant file maintenance (Scanning, indexing and document preparation).

To travel for data collection trips

Exercise analysis and experience in selecting documented procedures to follow in searching for, interpreting, selecting, or coding items to be entered from a variety of source documents.

Perform administrative and clerical duties for the department, filing, making copies, taking inbound and outbound calls.

Review all issues from the floor and correct them via lost data or creating a report for that area.

Assist with special projects and assignments as needed.

Research and resolve on hold issues.

Train and develop new employees how process mail.

Clinic Mobile Independence Cleveland, OH Jul 2019 to Nov 2019

IT Technical Specialist

Activate l-phones, assist with the initial set up of the phones and wi-fi settings, trouble shoot for customers and technical support and collaborate with multi departments to resolve an issue.

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Develop help sheets and knowledge base articles for end users.

Maintain quality customer service on all inbound, outbound and email interactions, using support center tools, including: SERVICENOW, Cleveland Clinic Software, i3, and Vox Mobiles Knowledge Base applications.

Facilitate mobile carrier interactions on behalf of the client and end users.

S&P Data -Cleveland, OH Sep 2018 to Apr 2019

Retention Specialist

Answering phone for Sprint and trying to get the customers to stay with the company.

Computer Savvy and multitasking through different computer applications

Handling angry customers with care and providing them with solutions so that they would remain with the company

Meeting deadlines and expectations with call handling

Providing excellent customer service to every and all customers calling

Light of Liberty Church - Cleveland, OH Jun 2008 to Aug 2018

Secretary/Guest Services

Managed interns and temporary employees assigned to assist or work an event.

Answered, screened and forwarded direct telephone calls, greeted walk-ins and other visitors and escorted them to specific destinations, communicate clearly and positively with the visitors and coworkers.

Provides event information and organize seating arrangements.

Optimized data collection procedures and generated reports on a weekly, monthly, and quarterly basis.

Greet visitors and determined to whom and when they could speak with specific individuals.

Successfully planned and coordinated company events and teamwork activities.

Produced reports, presentations, flyers, spreadsheets, graphs, charts, diagrams, and illustration using Microsoft Word, PowerPoint, Excel, Outlook, and Access

Direct business relations and distribution of company literature to simulate client interest and sales leads.

Called or met with vendors to check on orders, schedule deliveries, and coordinate payments.

Utilized QuickBooks to maintain and update company financial bookkeeping.

Conducted research on behalf of managers.

Worked with clients to develop payment plans.

Assessed certain operating procedures and workflow to determine efficiency and facilitate optimization.

Cleveland Clinic - Mayfield, OH Dec 2016 to July 2017

Patient Guest Service Representative

Consolidated data via the computer, the medical record, and patient visitation to assist with the nutrition screening of patient.

Prepared and edited documents such as correspondence, drafts, memos, emails, and reports weekly for management

Trained multiple administrative assistants during a period of company expansion to ensure attention to detail and adherence to company policy

Coordinated patient needs with other departments.

Corrected and Reported safety maintenance and cleaning needs.

Produced reports, presentations, flyers, spreadsheets, graphs, charts, diagrams and illustration using Microsoft Word, PowerPoint, and Excel

Communicated effectively with nursing staff, patients/family members as well as department staff in the interpretation and delivery of the ordered diet.

Maintained consistently high customer responsive in a day-to-day encounter and use practical problem solving to enhance services.

Coordinating and arranging repairs to office equipment.

Compile and record medical charts, reports, and correspondence using Excel.

Education

Diploma

Euclid High School - Euclid, OH 2011

Skills

Communication Customer Service Focused Teamwork & Training Time Management Strong Attention to Detail

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