Technical Support Customer Service

Pamela H. Williams

Greensboro, NC Cell 336-***-**** *****************@*****.***

https://www.linkedin.com/in/pamela-w-01395839/

PROFESSIONAL SUMMARY

Seeking opportunities utilizing customer service, technical assistance and administrative support skills.

PROFESSIONAL EXPERIENCE

Remote Telephone Interviewer (Seasonal)

Hendall Inc. October 2023-Current

Rockville, MD

Conducted quality assurance projects for clients

Coded demographics

Communicated with various companies on behalf of the Centers for Medicare and Medicaid Services

Remote Grant Specialist

Smart Workforce (Align) January 2023-June 2023

Redding, CA

Answered inbound and outbound calls for clients seeking business grants.

Completed Google docs.

Provided technical support.

Office Support III

Guilford County School System January 2022- December 2022

Greensboro, NC

Supported office activities for the Pre-K Exceptional Children’s program

Screened parents and children for the program

Coordinate with Speech Pathologists, Psychologist, in house teachers, and itinerant teachers

Maintained inventory and phone analysis updates.

Google sheets experience

Sent correspondence from outside and parent referrals.

Greeted all visitors and assisted with screenings.

Technical Support Agent

Nuance October 2018-March 2022

Burlington, MA

Conducted password resets.

Simulated and troubleshooted claim filing and connection problems.

Zendesk ticket experience

Verified and updated demographics

EPIC system experience for hospitals

Remote Agent Work from Home (Project Based) May 2016-December 2018

Convergys, Mason Ohio

Resolved member and provider questions in a timely manner for Fortune 500 companies.

Received inbound and made outbound calls to providers and members concerning EyeMed issues.

Resolved inquiries via chat utilizing Zendesk and Customer Management Resources

Met Average Hold time and Quality Metrics

Conducted password resets for providers and members.

Simulated and troubleshoot claim filing and connection problems.

Utilized the CRM and Salesforce

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