Support Specialist Representative
Resume:
Brandi Taylor
Baltimore, MD *****
adu10b@r.postjobfree.com
Encouraging, Support Specialist whose obligations expand into areas of customer retention, customer evaluations, problem solving and customer de-escalation. Adept in case management, building trust with diverse individuals to promote client honesty, loyalty and growth. Work Experience
Hybrid Help Desk (Temp Remote)
TEKsystems
November 2022 to Present
Support customers on the phone and via emails taking customer calls and responding to e-mail inquiries throughout shift.
Trouble-shooting and diagnosis of technical issues. Maintain objectivity in effective problem resolution. Escalate problems to Level II and supervisor based on department operations and procedures as necessary.
Handle all incoming technical support problems using Service Now ticketing system and other systems as required.
Follow all department procedures.
Technical Support Specialist (Bitcoin Depot)
Intersect Group (Temporary Remote) - Baltimore, MD August 2022 to October 2022
• Promptly and politely answer incoming calls, from field maintenance vendors by using a Vonage phone queue.
• Review checklist of items with field maintenance technicians calling in to checkout following the completion of onsite work.
• Worked alongside other team members by learning and using Slack, Gmail, G Suite and other operational systems.
• Update project worksheets as calls are completed.
• Monitor BTM machines and provide troubleshooting support for common issues encountered.
• Gather details for any failed conversions and steps taken to that point.
• Escalate to Level II support as needed to resolve challenging and more technical issues. Front Office Coordinator
Allcare Treatment Services - Baltimore, MD
December 2021 to August 2022
• Accept patient payments, provide receipts, and place payments into the safe.
• Maintain count of office and clinic supplies & order all needed supplies.
• Complete New patient intakes.
• Greet all incoming patients, visitors, stakeholders, etc. who enter the clinic.
• Answering all incoming external and internal phone calls on a multi-line telephone system.
• Enter pertinent information into Methasoft, including any necessary patient data needing to be updated.
• Verify patient medical assistance insurance eligibility every Monday via EVS.
• Complete authorizations via INCEDO.
Housing Director
NuWave Health Services - Baltimore, MD
December 2020 to August 2022
• Created and enforce all house rules, policies and procedures for seven housing units.
• Created Client and Employee Handbooks as well as assigned chores to clients.
• Hire, train and evaluate all house staff.
• Clean and prepare housing units for new and returning clients.
• Assist counselors and other department directors with client census and housing program eligibility.
• Provided Transportation for clients to doctor appointments.
• Provided all maintenance, cleaning and cooking supplies, food, lawn care etc. for all locations. Call Center/Remote Customer Service Agent
ClearOne Advantage - Chandler, AZ
January 2019 to December 2020
• Assist with developing, launching and building The Warm Welcome Team Department.
• Manage multiple projects and provide guidance to customers and staff.
• Resolve customer issues and build rapport with current and potential clients.
• Assist with custom business processes, workflows, and contracts.
• Assisted the Sales department with closing.
Program Services Specialist
State of Arizona/Department of Economic Security - Phoenix, AZ August 2018 to May 2019
• Provided quality customer service to Customers while interviewing and gathering pertinent information to complete the benefit determination process for temporary assistance.
• Completed the eligibility interview process in a high-volume Call Center environment.
• Gathered documents and/or complete data entry to determine eligibility for benefits for temporary assistance.
• Evaluated a customer’s current situation to gather pertinent information to apply that information to policy and laws for each of the 3 programs offered. Technical Support Specialist
KForce/OneNeck IT Services Corp - Phoenix, AZ
February 2017 to May 2018
• Generate and examine daily reports.
• Resolve customer issues via email, Cherwell ticketing system and phone.
• Created and disable accounts for Unix, Citrix, and Active Directory users.
• Monitor, diagnose and escalate server failures to Windows and SQL teams.
• Helped with password resets and account access for employees and clients. Education
Certificate of completion in Medical Assisting
Carrington College-Mesa - Mesa, AZ
August 2005 to October 2006
GED
Skills
• Computer Literate with Microsoft Office Suite and Internet access.
• Experience with Unix, Citrix, Cherwell and Active Directory.
• Strong organizational and analytical skills.
• Ability to work with diverse groups of people.
• Experience with MethaSoft
• EVS
• ICAnotes
• INCEDO
• Salesforce
Links
https://www.linkedin.com/in/brandi-cooper-taylor-9307032 Certifications and Licenses
AED Certification
RMA
CPR Certification
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