Customer Service Support Technician

Objective

Ability Summary

Employment History

**/**** - **/**** ******* Technician (Support Tech)

Optum Healthcare, Stone Mountain, GA

Optum Healthcare/Vivify Health Support, Remote, GA Remote Patient Monitoring, Population Health Solutions (03/2020 to 06/03/2024) Real-world data management Biometric data capture, messaging, health surveys, patient education, personalize thresholds for patient streamlining workflow and creating notifications only when patient falls out of range. Streaming data to RN management team providing clearer picture of patient health monitoring keeps patients comfortably at home, minimizing in person appointments.

01/2015 - 07/2018 Device Support Representative, Clinical Operation United Healthcare, Marietta, GA

United Healthcare Marietta, GA Device Support Manager, Clinical Operation Customer Support (01/2015 to 07/2018) Handles 90+ outbound and inbound calls per day; providing overview of the program and responding to questions about the program enrollment, encourages immediate assessment of enrolled participants. Able to meet established performance metrics that include: Quality, Sales, Enrollments and Operational Efficiency. • PROBLEM-SOLVING Able to apply situational critical thinking skills to resolve customer inquiries quickly and accurately. Demonstrates strong organizational and priority management skills. Takes initiative on assignments and projects • ACCOUNTABILITY / DECISION-MAKING -Able to utilize job aids and reference materials to accurately process participant questions and requests. • Demonstrates strong attention to detail to meet health care records compliance.

11/2011 - 01/2015 IYP Service Manager Digital Operations Technisource, Tucker, GA

Technisource Atlanta, GA IYP Service Manager Digital Operations (11/2011 to 1/2015) Experienced professional providing lifecycle support for Internet advertising products in a local market. Responsible for monitoring accounts and serving as liaison between Internet Operations, Customer Service, Credit & Collections, and Sales. • Monitor and provide status updates, as appropriate, on initial fulfillment, changes and escalations of online Internet items and websites • Build and maintain a positive relationship with internal and external customers by providing management visibility into local market portfolio. • Ensure accurate and timely engagement of sales professionals in: Premium Appointment Scheduling compliance, Sales query resolution, Unhandled contracts, Submission of missing copy, collateral and addendums • Identify process improvements to enhance fulfillment experience and advertiser satisfaction

07/2010 - 08/2011 Traffic Specialist

Cox Communications, Atlanta, GA

Walter Perkins

5204 Winding Stream Court, Stone Mountain, GA 30088 Phone: 404-***-****

Email: ********@*******.***

Cox Communications Atlanta, GA Traffic Specialist (07/2010 to 08/2011) Responsible for entering and executing advertising insertion contracts from the time the order is delivered by Sales to the time the order has ended and the client is invoiced. • Accountable for communicating contract pacing and billing with routine reports. • Research and resolve issues of both technical and non-technical nature Prepare and process daily contracts and confirmation forms and schedule change forms; prepare client schedules; organize and maintain traffic working files. • Preparation and creation of the daily program logs and traffics the spots for each of the system's channels that carry advertising; debriefs daily logs (post and compute), log adjustments, make goods, exceptions, catalog lists and log verifications. Creates the daily event list download by the playback operators. 09/2006 - 12/2009 Customer Service

ComforceTech/ATT, Atlanta, GA

ComforceTech/ATT Atlanta, GA Network Services Support (09/2006 to 12/2009) Supported US and international Inbound/outbound Customer Service call centers for AT&T. Responsible for monitoring and managing real-time call volume. • Ensure that customers receive timely, courteous and professional service. • Research and resolve issues of both technical and non-technical nature. • Document interactions with customers in Tara system. • Interacted with Engineering, Tech Support, vendor and AT&T senior management via Email, IM and Phone. • Escalate critical complex issues to next level of support.

06/2003 - 07/2006 Customer Service Analyst

Cypress Communications, Atlanta, GA

Cypress Communications Atlanta, GA Customer Service Analyst (06/2003 to 07/2006) Serve as Customer Service Analyst for a Telecommunications company which provides solutions that improved and reduced customer cost. • Point of contact for customers, account team and vendors. • Handled escalations, 3rd level payments and line cost. • Research and resolve issues of both technical and non- technical nature. • Document interactions with customers in MBOSS system. • Reconciled monthly billing and vendor reports. • ASR, LSR reconciliation with account managers for CLEC and ILEC • Compares personal identifying information provided by the customer to data. • Determines documentation requirements; reviews and maintains hard copies when necessary. • Solves problems that are sometimes unstructured and that may require reliance on conceptual thinking. • Processes turn-on orders placed on hold. • Performs accounting functions. • Follows documented procedures. • Properly secures customer identity and documentation. • Assists CSR with questions. • Processes on-line orders (turn-on, turn-off, and match orders) received through the internal system. • Coordinates work requests with appropriate departments and service centers; informs customers of actions taken. • Tracks and prepares data for monthly reports. • Properly updates customer information. • Submits monthly order. • Other duties as assigned. 10/1999 - 06/2003 Provisioning Service Representative WorldCom, Sandy Springs, GA

WorldCom Atlanta, GA Provisioning Service Representative (10/1999 to 06/2003) Serve as Provisioning Team Lead solely for large revenue customers providing quick Customer resolutions. • Research and resolve issues of both technical and non- technical nature. • Document interactions with customers • Order Entry. • Processed installs, change orders, disconnects and special features. • Escalate critical complex issues to next level of support.

01/1999 - 10/1999 Customer Service Representative

Nextel Corporation, Atlanta, GA

Nextel Corporation Atlanta, GA Customer Service Representative (01/1999 to 10/1999) Serve as Customer Service Representative in a call center for a company which provides wireless two-way radio and phone service. • Ensure that customers receive timely, courteous and professional service. • Document interactions with customers. • Reviewed billing. • Technical operations support. • Escalate critical complex issues to next level of support. • Processed customer return orders. Education History

Business

High School Diploma

Alpena Community College, GA

Occupational Licenses, Certificates and Training

Honors & Activities

Honor Guard, USAF 1977

Additional Information

Detailed References

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