Operation Specialist Care Customer

VIRTUAL ECOM OPERATION SPECIALIST

Costco.com/Alorica, Omaha, NE - Oct 2020 – Present

Provided technical assistance to end users in person, phone and email. Issues included hardware, software, printers, operation systems installation, word processing and email.

In addition, tracked missing orders, process exchange/replacements. Fraud prevention, price adjustment Trouble-shoot website issues as well as password reset. Resolved complex issues while deescalating issues of unsatisfied members, in a high call volume, metrics driven virtual environment.

STATE OF NEVADA VIRTUAL UNEMPLOYMENT CLAIMS REP

State of Nevada/Alorica, Omaha, NE- May 2020 – Oct 2020

Assist Claimants with filing of unemployment claims and the necessary documentation/ identification required.

Reviewed claims updated credentials/password resets and escalated delayed eligible claims for benefits.

Notated accounts, provided mediation between upset claimants and supervisors.

VIRTUAL TECH SUPPORT – TAX PREP ASSISTANT

Intuit-Turbo-Tax/Alorica, Omaha, NE – Jan 2020 – May 2020

Provided sales assistance with tax software dependent on operating systems and filing year.

Assist customers with password rests, updating tax information, reviewed IRS policies and website navigation.

VIRTUAL HEALTH CARE CUSTOMER SERVICES REP

Aetna Health/Alorica, Omaha, NE - Oct 2014 – Oct 2020

Educated Participants regarding company policies and IRS regulations pertaining to eligible medical expenses for Flexible Spending, Health Savings, Health Reimbursement and Dependent Care Accounts.

Further duties included technical support Analyze, test and trouble shoot networks such as LAN/WAN, Cloud Networks, Server and other data communications networks in an effort to maintain network continuity. Additional trouble shooting included, mobile apps issues as well as account analysis in an effort to resolve balance/transaction discrepancy, overpayments, excess or discounted amounts charged by medical and insurance providers via EOBs/Itemized Statements

Document customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

NETWORK OPERATIONS CONTROL CENTER/FIELD TECHNICIAN CONTRACTOR

FiberNet Telecom GRP Nortel Networks, Aerotek, Verizon, AT&T, Sprint, Comcast, Time Warner, Enron, AmeriTek, Level3, Manhattan, NY / Nov 2000 - Mar 2013

Network Operations Control Center/Field Technician

Light Wave Tester SONET theory training and certification

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