Center Representative Support Specialist

SHADONNA STARKES-

CLEMONS

*********@*****.*** 202-***-**** Waldorf, MD

Summary Detail orientated and resourceful tech support professional with over 10 years of experience in the areas of tier one troubleshooting and customer service. Excellent interpersonal skills in communicating key data to clients, educational institutions, and management. Exceptional skills in: account management, technical support, and customer resolution Skills Application installations

Technical troubleshooting

Service desk support

Hardware diagnostics

Analytical

Conflict resolution

Call center operations

Training & development

Customer service

Communication

Experience Technical Support Engineer II 03/2021 - Current Hobsons by PowerSchool McLean, VA

Respond to assistance requests from users and direct individuals through basic troubleshooting tasks.

Fulfill client customization requests for managed systems and software components according to internal business requirement policies.

Log and track calls using problem management database and maintain history records and related problem documentation.

Replied to customer queries via email, messaging systems and support ticket platforms. Drafted documentation on tutorials and FAQs to eliminate unnecessary service calls and avoidable user errors.

Provide application support relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email, and chat. Advanced Product Specialist 05/2018 - 02/2021

Hobsons McLean, VA

Provided timely, professional, and accurate responses to client escalations. Entered correspondence and case related information into case management system. Troubleshooted individually and with team members to resolve cases within 24 hours of case submission.

On-boarded new districts within assigned geographical areas and supported data importing process to ensure success of Hobsons K12 solutions. Collaborated with Consulting and Account Management teams to understand setup of districts within assigned geographical area.

Contributed to research and growth of Knowledge Base by creating member-facing documentation such as solutions and troubleshooting techniques/steps to resolving common questions.

Managed case work load by monitoring escalation case queue, open case queue, and phone S

S

queue.

Provided feedback to Product Management and Product Engineering departments on common issues and questions from members.

Enhance personal and professional growth by participating in training sessions for Support Services team.

Member Service Specialist 04/2017 - 09/2017

Dominion National Arlington, VA

Handled incoming calls from members requesting assistance with locating dental providers, and requesting ID cards.

Responsible for answering questions about dental plans and various other services. Provided information to physician offices to include dental benefit information, co-payments, and covered services per the members plan and claim status. Mailed, emailed and/or faxed both members and provider benefit information about the administered plans and fee schedules.

Provided members with information needed to create personal portal and make online payments.

Client Support Specialist 09/2016 - 01/2017

Hobsons, Sparks Group McLean, VA

Worked in a team environment with other Client Support Specialists to address questions of Hobsons K12 clients.

Addressed Client questions related to business or technical usage of the product via phone, email, or web in a timely matter.

Documented the progress of the cases online and escalated complex cases to Engineering based on priority/issue level.

Managed queue of open cases, updates case status/notes, troubleshoot to resolve outstanding issues, and proactively communicate case resolution to members and the account management team to ensure member success.

Service Center Representative 06/2015 - 08/2016

UMUC, Randstad/General Largo, MD

Provided support to student inquiries and resolved issues such as admissions, advising, financial aid and other departments using basic office skills to perform duties. Responded to inquiries per UMUC guidelines and training while maintaining up to date knowledge of program policies and procedures.

Escalated more complex questions and concerns to the Command Center or appropriate department.

Utilized computer software to maintain and track questions, answers and other requests. Client Support Specialist 06/2014 - 01/2015

Hobsons, Sparks Personnel McLean, VA

Worked in a team environment with other Client Support Specialists to address questions of Hobsons K12 clients (typically schools and school districts). Clients submit questions related to business or technical usage of the Hobsons K12 solutions, (a

“case”) via phone, email, or web and the Client Support Specialist works to resolve the case in a timely manner.

Documented the progress of the cases online and if-needed escalates cases to Engineering based on priority/issue level.

Managed queue of open cases, updates case status/notes, troubleshoots to resolve outstanding issues, and proactively communicates case resolution to members and the account management team to ensure member success.

Education and

Training

Some College (No Degree): Business Administration

Strayer University Herndon, VA

Associate of Arts: Computer Information Systems 06/1997 Strayer University Herndon, VA

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