Shaneeka Smith

Austin, TX *****

adsp45@r.postjobfree.com

+1-708-***-****

A skilled Customer Service Representative with 10+ years of experience in utilizing CRM systems and processes to service customers. My aim is to provide quality work in addressing the demands of the company/customers in an efficient and timely manner. As an initiative-taking listener and thinker with strong telephone and computer skills I have an ability to resolve questions and complaints in a professional manner. My focus is in helping people and getting the job done. Work Experience

Technology Support Specialist

Insight Global - Remote

May 2022 to Present

• Utilize the CyberArk Remote Tool to view Application messages and Error codes received when The Home Depot Store Associates using POS / Register in the store, or ESVS and Order up Purchase Order Application.

• Use One Support and Service Now to troubleshoot and document calls and escalate Incidents to different departments including higher level IT Support if necessary.

• Communicate with Store Associates, Peers, L2 & L3 IT Support, Managers and Supervisor on Duty utilizing Avaya, Outlook, Email, Slack, and Teams. Reimbursement Specialist

Aston Cater - Remote

December 2021 to February 2022

• Manages high call volumes in a call-center / remote environment

• Verify ICD-9, ICD-10, CPT, HCPCS codes to insure patient is covered for medications and specialty doctors visits.

• Accurately interprets patient insurance, prescription, and other health-related documentation.

• Communicates with insurance companies, patients, providers, and prescribers. Customer Service Spclst. - Mobility Sales and Service - (Temp.) AT&T

November 2020 to February 2021

* Managed AT&T wireless customer inquiries remotely.

* Provided information about AT&T wireless products and services.

*Troubleshoot and resolved AT&T product issues and concerns.

* Documented and updated AT&T customer records based on interactions.

* Maintain a knowledge base of the evolving products and services for AT&T.

* Explained billing and accepted AT&T wireless customers payments. Software Support Specialist

E-MDs - Austin, TX

February 2018 to March 2020

*Followed the direction, guidance, processes, and policies as defined by management.

* Worked partially remote troubleshooting e-MDs customers.

* Obtained in-depth knowledge of e-MDs Solution Series software suite and process.

* Assisted customer utilizing the e-MDs software suite via inbound and outbound phone calls, chat, emails and Bomgar Remote In access tool; document customer interactions thoroughly in the CRM System. Provided clear communication with team members to deliver efficient troubleshooting to customers with application issues.

*Analyzed software on Sql Servers, troubleshooted, ran scripts, provided recommendations.

*Created knowledge base articles best practices onto the customer support site company policies Benefits Specialist

DEAN'S PROFESSIONAL SERVICES - Austin, TX

November 2017 to March 2018

• Ensured Private Sector Employees/ Medicaid participants knew what benefits the health plan offered.

• Assisted participants with the enrollment process/explain benefits structure or changes.

• Answered questions for Private Sector Employees/ Medicaid participants who had questions about their health benefits.

• Communicated with insurance and providers to resolve issues.

• Assisted Texas Healthy Steps participants with doctor appointments /medical transportation. Customer Service Representative II (Internet/Voice Repair) Spectrum - Austin, TX

January 2017 to October 2017

*Effectively used empathy, patience, and communication with customers to resolve issues.

*Troubleshoot system to resolve customer technical problems with cable, internet, and video service issues. Collect payments, update billing on accounts and making reservation for service.

• Multitasked to repair a variety of services and equipment with tech savvy problem resolutions.

• Communicated with management and team members about orders, forms, applications, and requests. Education

Associates in Business Administration

ITT Technical Institute-Indianapolis - Carmel, IN

September 2014 to September 2016

South Suburban College - South Holland, IL

2011 to 2013

General Education Diploma

Thornwood High School - South Holland, IL

August 1994 to June 1998

Skills

• Analyze

• Organizer Communication

• Personable

• Active Listener

• Written/Oral Diligent

• Adaptability

• Flexible

• Mindful Billing, Collections, and Payment Management Systems Technical Support

• Analytical person

• Multitasker

• Documenter

• Microsoft Office (Word, Excel, PowerPoint, Outlook,

• Access) Inventory Management

• Software Troubleshooting

• EMR Systems

• ICD-9

• ICD-10

• Insurance Verification

• Bomgar (2 years)

• CyberArk (Less than 1 year)

• Order entry (4 years)

• Customer relationship management (10+ years)

• Help desk

• IT support

• Windows

• ServiceNow (1 year)

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