Tylesha Burnett

Mobile: 313-***-****

Email: adu3z6@r.postjobfree.com

Professional Summary:

Well versed, customer service representative, professional, experienced at working in fast- paced environments demanding strong organizational, technical and interpersonal skills. Highly trustworthy, ethical and discreet; committed to providing superior customer service. Confident and poised in interactions with people at all levels. Detail- oriented and resourceful in completing projects and multi-tasking effectively.

Education:

Wayne County Community College- Detroit, MI

Associates, General Studies

Crockett Technical High School, Detroit, MI

Diploma

Work Experience:

GalaxE Solutions Inc.- Detroit, MI

Service Desk Agent, Sept 2022 – Jan 2023

Assisted clients/customers with password resets / unlocks, application support, network/VPN connectivity, end user hardware support, desktop software support, software installs, telecommunication issues, client support and status calls. Used the following software applications; RSA hard and soft token, Rx home, Bluezone, teradata sql application, Active Directory, service now ticketing system, McAfee VPN, Checkpoint VPN and Cisco mobile secure app.

Total Healthcare- Detroit, MI

Customer Service Representative, Nov 2020 – Sept 2022

Answered phone calls regarding claims, authorizations, verified eligibility, updated demographic information, accessed and handled State of Michigan medical plans and checked CPT codes.

Detroit Medical Center- Detroit, MI

Call Center Advisor, May 2018 – Nov 2020

Scheduled appointments for OB/GYN patients. Answered telephone promptly and in a polite and professional manner. Obtained and entered accurate demographic information into system (address, telephone number, name of insurance or self-pay status). Scheduled appointment correctly – reviewed appointment dates, time, location, and provider name with caller. Provided assistance with mailings and other projects as call volume permitted.

Care Tech Solutions- Troy, MI

Service Desk Analyst, Oct 2015 – May 2018

Responsible for providing first level support to incoming calls; documenting each call, verifying customer information and including all troubleshooting steps. Researched, resolved and responded to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards. Provided accurate and creative solutions to user problems to ensure user productivity

Dialog Direct- Troy, MI

Customer Service Advocate, Jun 2014 – Oct 2015

Acted as an advocate for distributors and customers. Responded to phone calls with the intent to identify, respond and resolve customer requests. Provided distributors and customers with service and product knowledge and information

North American Bancard- Troy, MI

Data Entry/Research Associate, May 2008- Mar 2013

Performed Quality and Assurance checks. Performed various terminal downloads and updated merchant account profiles; handled general data entry and account maintenance.

TeleTech/Helm Inc.- Highland Park, MI

Customer Service/Call Center Representative, Nov 2003 - Jul 2008

Provided administrative and clerical support to office departments; prepared confidential and sensitive documents. Handled inbound and outbound calls; volume of 200+ per day. Was responsible for the quality of in/outbound calls managing workflow to meet or exceed service goals.

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