Customer Service Technical Support
Resume:
Takina
Moore
CONTACT
******.*******@*****.***
Jackson, MS 39206
SKILLS
Typing 45+ WPM
Customer Service Excellence
Remote Patient Support
Technical Troubleshooting
Compassionate Communication
Medical Terminology
Telehealth Services
Patient Care
Problem-Solving
Medical Equipment Maintenance
Office Procedure Assistance
Surgical Scheduling
Healthcare Regulations
Electronic Health Records (EHR)
HIPAA Compliance
Team Collaboration
Vital Signs Monitoring
SUMMARY
Customer-focused Certified Nursing Assistant (CNA) with a strong background in remote patient support. Skilled in delivering compassionate care, verifying patient information, and maintaining medical supplies and equipment. Experienced in providing exceptional customer service through remote channels, ensuring patient confidentiality, and assisting with office procedures. Proven ability to schedule surgeries efficiently while adhering to regulatory requirements and enhancing healthcare practice reputation. Dedicated to continuous learning and contributing to team success in a remote healthcare environment.
WORK EXPERIENCE
Technical Support Representative Jun 2023 – Present Teleperformance Remote
• Provided technical support for Apple products via inbound calls and chats, assisting customers with issues related to hardware, software, and account management.
• Diagnosed and resolved technical issues, including troubleshooting iOS and macOS devices, and providing step-by-step guidance to customers.
• Assisted customers with Apple ID issues, including password resets, account recovery, and security concerns.
• Guided customers through the setup and configuration of Apple devices, ensuring a smooth and efficient user experience.
• Documented customer interactions and technical issues in the CRM system, ensuring accurate and up-to-date records.
• Escalated complex technical issues to higher-level support teams when necessary, ensuring timely resolution for customers.
• Achieved and exceeded performance metrics, including first-call resolution, customer satisfaction scores, and response times.
• Stayed updated on the latest Apple products, services, and software updates to provide accurate and effective support.
• Educated customers on best practices for device usage, security, and maintenance to prevent future issues.
• Provided exceptional customer service by maintaining a professional and empathetic demeanor, even in high-pressure situations.
Healthcare Customer Service Agent Sep 2020 – Jun 2023 Ranstad Remote
• Assisted members with inquiries related to healthcare benefits, including coverage options, eligibility, and enrollment periods.
• Provided detailed explanations of benefit plans, ensuring members understood their options and coverage details.
• Managed high volumes of inbound calls, addressing member concerns and resolving issues with professionalism and empathy.
• Guided members through the process of enrolling in healthcare plans, ensuring all required documentation was completed accurately and on time.
• Processed and resolved benefit claims, ensuring compliance with company policies and regulatory guidelines.
• Educated members on how to maximize their health plan benefits and provided information on additional services available to them. Remote Communication Tools
Continuous Learning
Patient Confidentiality
Medical Supply Management
• Entered and maintained accurate member information in the CRM system, ensuring up- to-date records.
• Coordinated with internal departments and external providers to resolve complex benefit issues and discrepancies.
• Delivered exceptional customer service, achieving high levels of member satisfaction and retention.
• Stayed informed about changes in healthcare policies and benefits to provide accurate and current information to members.
CNA – Certified Medical Assistant Sep 2002 – Aug 2020 Waterford Assisted Living Center Ridgeland, MS
• Assist patients by providing information, services, and support.
• Maintain medical supplies and ensure medical equipment is functioning.
• Verify patient information by interviewing and recording medical history.
• Prepare patients for exams by taking vital signs and summarizing patient history.
• Assist doctors with office procedures to save time.
• Secure and maintain patient information confidentiality.
• Transmit physician's orders and answer patient questions about surgery.
• Schedule surgeries and prepare necessary documents.
• Maintain a safe and healthy work environment by following standards and regulations.
• Keep supplies stocked by ordering and verifying receipt.
• Ensure equipment operates correctly by performing maintenance and calling for repairs.
• Update job knowledge through ongoing education and reading.
• Adhere to professional standards and facility policies.
• Enhance practice reputation by exploring ways to improve job performance. EDUCATION
High School Diploma May 1993
Callaway High School Jackson, MS
REFERENCES
• CNA
REFERENCES
• References available upon request.
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