Customer Service Technical Support
Resume:
Donna Wallis
****.******@*******.***
San Antonio, TX 78242
EXPERIENCE
IBEX Global - San Antonio, TX - Technical Support Agent January 2019 - February 2022
● Remotely troubleshoot customer devices in order to restore services
● Explained technical information in clear terms to non-technical individuals to promote better understanding.
● Received inbound calls from residential and business customers
● In constant contact with other departments i.e. customer service, dispatch, or billing for further assistance in certain instances
● Assisted customers in identifying issues and explained solutions to restore service and functionality.
● Collaborated with supervisors to escalate and address customer inquiries or technical issues.
● Documented transactions and support interactions in the system for future reference and addition to the knowledge base. Days Inn - Amarillo, TX - Front Desk Agent
June 2018 - October 2018
● Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
● Addressed customer needs and concerns in a friendly and timely manner including customers' special requests and assisting with arrangements if the request was not to the usual standards
● Answered questions regarding hotel amenities and provided information about local attractions, businesses, and National State Park that may be of interest
● Answered multi-line phone system
● Made reservations for individual guests as well as groups
● Communicated with the owner and general manager relevant information concerning hotel issues relating to maintenance, housekeeping, and employee relations issues
● Took reservations over the phone, in person, and via computer for guests and provided confirmation information.
Comfort Suites South - Amarillo, TX — Assistant Manager June 2016 - May 2018
● Accepted payments from guests via credit/debit card and cash
● Established and optimized schedules to keep coverage with forecasted demands.
● Printed reports to each department for daily duties SKILLS
Microsoft Office, typing 65
wpm, 10 key by touch,
multi-phone lines, customer
service, fax, scan documents
and filing
EDUCATION
Lefors ISD - Lefors, TX -
Diploma Study: General,
accounting and typing
American Public University -
Manassas, VA - Online
Study: Criminal Justice
● Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
● Addressed customer needs and concerns in a friendly and timely manner including customer special requests and assisting with arrangements if the request was not to the usual standards
● Answered questions regarding hotel amenities and provided information about local attractions/businesses that may be of interest
● Answered multi-line phone system
● Made reservations for individual guests as well as groups
● Communicated with the owner and general manager relevant information concerning hotel issues relating to maintenance, housekeeping, and employee relation issues
● Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
Quality Inn West - Amarillo, TX — Assistant Manager June 2016 - May 2018
● Accepted payments from guests via credit card and cash
● Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
● Established and updated work schedules to account for changing staff levels and expected workloads.
● Printed reports for each department for daily duties
● Assisted customers by providing excellent customer service which entails:
● Addressed customer needs and concerns in a friendly and timely manner (including customer special requests and assisting with arrangements if something was not to the usual standards)
● Cross-trained and provided backup support for all roles within the hotel
● Cross-trained existing employees to maximize team agility and performance.
● Answered questions regarding hotel amenities and provided information about local attractions/businesses that may be of interest
● Answered multi-line phone system
● Made reservations for individual guests as well as groups
● Communicated with the owner and general manager relevant information concerning hotel issues relating to maintenance, housekeeping, and employee relation issues
● NOTE: Since both Comfort Suites and Quality Inn are Choice Hotel properties, the duties of the manager and assistant manager are very similar.
Quality Assurance - Albuquerque, NM - Sales Lead
January 2010 - April 2013
● Established open and professional relationships with team members to achieve quick resolutions for various issues.
● Trained new team members by relaying information on company procedures and safety requirements.
● Coached team members in techniques necessary to complete job tasks.
● Managed schedules, accepted time off requests, and found coverage for short shifts.
Dunham Clinic - Chama, NM - Receptionist
October 2009 - January 2010
● Verified insurance coverage
● Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
● Accepted payments via credit card and cash
● Confirmed appointments, communicated with clients, and updated client records.
● Filed patient charts
● Pulled patient charts for physician/nurse
● Made appointments for the clinic as well as other medical facilities when required
● Processed medical orders for patient procedures and laboratory tests
● Maintained complete patient confidentiality in accordance with HIPAA
● Provided clerical support to company employees by copying, faxing and filing documents.
United Healthcare - San Antonio, TX - Physician Contracts February 2004 = April 2009
● Verified that physician contracts within United Healthcare systems were accurate
● Created new contracts for new physicians coming into the United Healthcare company
● Worked on teams when entering a large group of physicians who were newly negotiated terms or creating new physician groups Methodist Hospital - San Antonio, TX - Radiology Transcription March 2004 - September 2003
● Maintained constant communication with the department supervisor, hospital physicians, and staff
● Returned dictated reports in printed for physician's review, signature and corrections
● Transcribed medical reports for multiple physicians in a hospital setting
● Maintained complete patient confidentiality in accordance with HIPAA
Amarillo Pathology Group - Amarillo, TX - Transcription January 1995 - June 2000
● Faxed completed pathology reports to appropriate physicians or medical facilities
● Prepared documents and hospital records for pathologists in preparation for autopsies
● Prepared reports and pathology slides in order to send them to a second facility for patients
● Transcribed sensitive documents with complete confidentiality for seven physicians.
● Followed all HIPAA rules and regulations regarding patient confidentiality.
● Worked cohesively with physicians and other clinical staff to complete transcriptions.
Amarillo Laboratory - Amarillo, TX - Receptionist/Data Entry Clerk/Transcription
March 1989 - November 1999
● Transcribed recorded dictation provided by two pathology physicians
● Faxed completed pathology reports to appropriate physicians and medical facilities
● Prepared reports and pathology slides in order to send them to a second facility for patients
● Entered laboratory test results into the company system and printed reports
● Checked patients in for laboratory testing
● Verified insurance coverage
● Took payments via credit/debit cards and cash
● Completed data entry tasks with accuracy and efficiency.
● Sorted documents and maintained an organized filing process.
● Located and corrected data entry errors and reported them to management.
● Reviewed and updated client correspondence files and database information to maintain accurate records.
● Maintained complete patient confidentiality in accordance with HIPAA
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