Customer Service Technical Support

Sada Thornton

*** ***** ** *** ** Fort Gaines, GA 39851

Phone: 229-***-**** Email: *************@*****.*** Objective: To utilize my current knowledge and skills in a professional atmosphere that will allow me to provide an exceptional client experience, obtain invaluable product knowledge, and exceed individual expectations while supporting organizational goals.

Skills:

● Proficient with Microsoft Word, Excel, PowerPoint, Spreadsheet, and Internet

● Self-Directed, Goal Oriented

● Excellent People Skills

● Type 50 WPM

Experience:

Charter Communications- Atlanta, GA (Customer Solutions) October 2022 – May 2024

● Retain customers.

● Assisted with billing solutions.

● Technical support.

● Ensure and exceed expectations for customer satisfaction for various complications with bill and product knowledge.

Optum Rx- Remote, US (Customer Service)

November 2020 - September 2022

● Inbound PBM (Pharmacy Benefit Management)

● Assist members with pharmacy benefit inquiries.

● Help guide and educate customers on their prescription benefits, use of plan, formulary, premiums and status of orders, and claims or inquiries.

● Identify issues and communicate solutions and steps to customers, pharmacies, and physicians with prescription orders and reorders.

● Coordinate internal resolution of claims exceptions and other issues to include determining appropriateness of overriding pharmacy claims edits and error messages.

● Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance. Marriott Vacations Worldwide-- Remote, US (Outbound Sales- Rep) August 2018- November 2020

● Outbound Sales

● Sold vacation packages to Marriott Rewards Members.

● Handle questions, complaints, issues, and problems with vacation packages.

● Check and confirm paperwork and billing are accurate and timely.

● Develop and maintain guest relationships, acting as main point of contact.

● Basic accounting and billing, including cash, deposit recording, and credit transactions. Universal Call Center-- Remote, US (Inbound Sales Counselor) August 2013 - June 2018

● Providing sales and service support to guests over the phone.

● Assisting guests with the sales process for products and services.

● Providing sales and service support for phone, fax, and online guests on sales initiatives.

● Maximizing opportunities to add value and increase product awareness by offering additional ticket media.

● Maximizing guest interaction by using effective telephone communication including listening and qualifying techniques in support of sales goals.

● Applying appropriate actions to manage calls and maintaining standards in handle time efficiencies.

● Providing technical assistance and phone support for ticket and Annual Pass orders, as well as Online Ticket Store guests, including Universal Orlando and Universal Studios Hollywood.

● Assisting guests with pending or double charges to credit/debit cards.

● Regenerating online confirmations and print-at-home ticket orders.

● Understanding and actively participating in Environmental, Health & Safety responsibilities by following established Universal Orlando policies, procedures, training, and Team Member involvement activities. Self-Employed

● Provide babysitting services for several families after school, weekends, and during school vacations. Secretary

● Dictated, Typed, and distributed minutes of meetings.

● Prepared and Managed correspondence, reports, and documents.

● Coordinated the flow of information both internally and externally. Treasurer

● Collected and disbursed funds.

● Recorded all expenditures and income.

● Maintained accurate financial records throughout the year. Volunteer Experience:

● Provided over 4 years Community Service Hours through various Religious, Social, and School Organizations

Education:

● School: Randolph Clay

● Graduation: May 2011

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