Customer Service Technical Support

Anita Freeman

Professional Summary:

Resolute and focused CSR/Technical Support Rep providing exceptional technical support and assistance to clients across diverse industries.

Proficient in diagnosing and resolving complex technical issues promptly, ensuring minimal downtime and maximum user satisfaction.

Skilled in effectively communicating technical concepts to non-technical users, fostering positive client relationships, and delivering superior service.

Adept at utilizing ticketing systems, knowledge bases, and troubleshooting tools to streamline support processes and enhance efficiency.

Strong collaborator with excellent people skills and a passion for delivering high-quality support in challenging environments.

Education

Business, Bachelor’s degree-Ohio State University (1991)

Professional Skills

Peoplesoft

Customer Service (25+yrs)

Managing and Supervising (20+yrs)

Microsoft Office Programs

Medical/Pharmacy Terminology (20+yrs)

Healthcare Information (20+yrs)

Remote and Onsite Claims Processing and Data Entry (15+yrs)

60-65 wpm

Windows Operating Systems

Crystal Reporting Systems

Beeline

Kronos

Sterling

Professional Experience:

Compass Experience Labs Dec 2022 – Apr 2024

Customer Service Representative

Contract remote customer assistance with inquiries through phone, email, and chat on order status.

Returns and exchanges for online store merchandise and apparel purchases.

Participating in training sessions and ongoing learning opportunities to stay updated on product knowledge, customer service techniques, and company policies.

Solutions Staffing Jan 2023 – May 2023

Technical Support Help Desk Agent

Resolving customer issues efficiently and effectively, which may involve troubleshooting technical problems, navigating account-related concerns, or providing product/service information.

Remote technical support to teachers and administrators via phone, chat, email, and other channels by educating them on how to use products, register, pretest, administer testing and viewing or recording scores.

Cultivating positive relationships with customers by demonstrating professionalism, empathy, and responsiveness in all interactions.

Diversified Systems Mar 2021 – Mar 2022

Adjudicator

Remote Processing Claims for JFS State of Ohio.

Adjudicators document their decisions, including the rationale and supporting evidence, in written reports, notices, or official correspondence to communicate the outcomes to the parties involved.

Maintain accurate and detailed records of cases, decisions, correspondence, and other relevant information in compliance with record-keeping requirements and confidentiality protocols.

Lawson Surge Electric Nov 2016 - Jul 2021

Operations Manager

All Human Resources,

Payroll

Scheduling

Customer Relations

On Jobsite Presence and Support

Onsite Manager Nov 2014 - Nov 2016

Tailored Management

Managed all Tailored Management associates on site at the client's warehouse and call centre.

Oversaw all HR related issues, orientation, coaching, attendance, and payroll.

Sedgwick CMS Feb 2012 - May 2014

Tier 1 Service Center Representative

First point of contact for the employees of our clients when requesting a leave of absence.

Report and certify the requests for fmla, personal leaves, short term disability and workers compensation.

Utilizing critical thinking skills to identify the root cause of customer issues and providing appropriate solutions or escalating complex problems to Tier 2 or Tier 3 support teams when necessary.

Corvel Corporation Feb 2010 - Feb 2012

Pharmacy Relations Prior Authorization Representative

Answer phone inquiries from pharmacies and claimants regarding workers compensation prescription claims.

Communicate information needed from the pharmacies to the adjustor for medications that may need prior authorization.

Entering approvals, denials and overrides into the Caremark system.

As well as troubleshooting any issues with pharmacy claims in the Caremark system.

Bioscrip Pharmacy Jul 2003 - Feb 2012

Customer Service Supervisor

Training, coaching, and developing CSRs for the Traditional Customer Service Department.

Troubleshooting and resolving escalated calls.

Generate and prepare department daily statistics reports to distribute to our company executives for review via email.

Monitors and assigns work to customer service representatives while performing all the tasks of a customer service representative.

Columbia Gas of Ohio Jan 2003 - Jul 2003

Customer Service Specialist

Answered customer inquiries, disputes regarding their billing and processing payments.

Set customers on a payment plan or program if necessary.

Merck Medco Rx Aug 1996 - Feb 2002

Customer Service Specialist

Provide quality customer service in a high-volume inbound call center environment for prescription benefit members, doctors’ offices, and retail pharmacists.

Answer customer inquiries regarding their prescription benefits and ordering their mail order prescriptions.

Assist retail pharmacy pharmacists with troubleshooting and successfully processing rejecting claims.

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