Data Entry - Customer Service/Tech Support
Resume:
Leandra F. Gladden
Buffalo, NY
E-mail: **************@*******.***
Skills/ Abilities:
5+ years experience with ICD-9 coding and medical terminology 10+ years technical support experience
10+ years call center support and clerical experience 10+ years experience with chat and various CRM platforms 10+ years experience building custom PCs and PC repair 10+ years experience installing, troubleshooting, and repairing internal networks Knowledge & experience with Microsoft OS (XP and higher), Microsoft Office Suite, Khoros Social Web, Salesforce, ICOMs, CSG, AAD, IssueTrak, Remedy Ticketing Software, DOCSIS, UDI, Unified, AM&R, CMON, Granite, STORM, OMSe, ServAssure, Rio, KANA, ADP software, PeopleSoft/Oracle software, HealtheNet, and Epic Hyperspace Software Able to quickly adapt, assess, and provide solutions for difficult problems Ability to learn and master new software and platforms quickly and in a fast-paced environment Employment History:
October 2010-December 2021 Spectrum (formerly Time Warner Cable) Buffalo, NY Social Media Customer Care Jan 2014 - Dec 2021
Provide a high level of customer care and technical support to residential and Business Class customers via Facebook, Twitter, Email, DSLReports.com, and Forums
Respond to customer reviews on Google, Facebook, and Yelp!
Assist in the training of new hires
Collaborate with supervisors and various escalation teams to resolve advanced customer escalations
Take ownership of customer requests, guide customers through troubleshooting technical issues
Assist customers with any billing issues or inquiries as well as poor experiences with other representatives and technicians
Provide support for the following products:
High Speed Data
Digital Phone & Phone Features
TWC Mobile Apps
Cable TV
Spectrum Mobile
CTAC Lead/Fiber Support Aug 2011 - Jan 2014
Provide a high level of customer care and technical support to National Business Class Customers via phone, chat, and email
Maintain knowledge base for team website
Taking ownership of customer requests, guiding callers through troubleshooting issues
Assist in the training of new hires as well as recursive training for current teammates via one-on-one trainings and side-jacking
Communication with TWC Network Operation Centers, i.e. GNOC, RNOC
Modem configuration for Static IP, NAT, DHCP, and Wi-Fi Leandra F. Gladden
2
Assist Lead agents with Tier II agent support and live customer chats
Collaborate with supervisors, managers, directors, and VPs to resolve advanced customer escalations
When supervisors unavailable, provide support by accepting supervisor escalation calls, documenting customer information and complaints, and providing bipartisan solutions
Provide support for the following products:
High Speed Data
Business Class Phone and Phone Features
Fiber
Primary Rate Interface (PRI) phone service
Pro: Idiom
Online Backup
Email/DNS hosting
Cloud Services
Cable TV
Business Class Tier II Technical Support Oct 2010 – Aug 2011 Provide technical support via phone and chat for the following products:
Business Class Internet, Phone, and Cable TV
Email, DNS & Webhosting
Billing support
Hotel in-room-entertainment
CA Internet Security Suite
March 2009-August 2010 Buffalo Medical Group, P.C. Medical Receptionist Williamsville, NY
Customer Service
Registering patients upon arrival
Verifying health insurance via Healthenet
Liaison between physicians, staff, and patients
Managing cash drawer
Collecting co-pays
Answering phones
July 2006-March 2009 Aston B. Williams, M.D. Office Assistant Buffalo, NY
Scheduling tests and procedures at various hospitals & offices
Front desk operations
Obtaining prior authorizations for prescription drugs and tests
Typing case reports
Sample medication inventory
Training new employees
March 2008-October 2009 Mikey’s Electronics Co-Owner/ Customer Relations Buffalo, NY
Customer service and sales, employee hiring and payroll (ADP)
Research of computer parts, auto & pricing
Entry of work orders and invoices
Technician work scheduling
Assistance with upgrades/custom vehicle accessory installations
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