Service Representative Data Entry

Britta Birks

**** ******* **. *** ***

Las Vegas, NV 89103 Phone: 425-***-****

E-Mail: aduo05@r.postjobfree.com

Areas of Expertise

Excellent communication Skills

Multi line phone

Credit Card Processing

Filing, Faxing, Copying, Mailing

Software installation and removal

Hard disk cleanup

Scheduling

Typing

Sales

Training and Mentoring new employees

Disptach

Data Entry

Claims Processing

Legal document preparation

Medical terminology

Accomplishments

Product Promotion

•Up-sold products and motivated customers to upgrade current product plans.

Telephone Service

•Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Customer Relations

•Earned highest marks for customer satisfaction, company-wide.

•Worked with company systems such as Live Support and diligently completed assigned tasks, including overtime coverage.

Conflict Resolution

•Responsible for customer account inquiries, accurately providing information to ensure resolution of product/service complaints and ensure customer satisfaction.

Business Needs:

•Developed a Spanish IVR Email Template for the support team to use when receiving such emails.

•Developed templates for our SLA’s to use when submitting a mailing request. This is now used company-wide and shared In the SLA’s new hire training classes.

Experience

MGM Resorts International

IT Anaylist, December 2021 – Current

Handle incoming calls from employees

Offer technical assistance with company computers on property and remotely, as well as cell phones.

Install, update and remove software programs

Update passwords

Narrow down technical issues and trends company wide

Transcom, Cloud 10 May 2019 – December 2021

iOS Tier 2 Senior Technical Advisor, July 2020 - Current

•Handled escalation calls from front line agents.

•Submitted engineering tickets for missing cloud data and other and other technical anomilies

iMac Tier 1 Technical Advisor - November 2019 - July 2020

•Handeld incoming calls for technical support for iPhone, iPad, iPod and iMac.

•Walked customers through basic troubleshooting steps to resolve issue and emailed supporting documents for their records.

iOS Tier 1 Technical Advisor, May 2019 - July 2020

•Handed incoming technical support calls for iPhone, iPad, iPod.

•Walked customers through basic troubleshooting steps to resolve issue and emailed supporting documents for their records.

A Place for Mom, Inc. (2012 – 2019)

Support Specialist Assistant Manager, July 2018 – February 2019

•Reviewed mandatory reports and forward to internal legal department

•Handled incoming calls from SRC’s for various assistance needs, including escalation calls

•Processed requests for family mailings from Advisors in the field

•Set schedules for team and specific task coverage

•Created reports to show team ticket volume and resolution time

•Set up process to outsource letter requests from senior living advisors to families

Support Specialist, November 2014 – July 2018

Senior Resource Coordinator, November 2012 – November 2014

Comcast Cable (2003 – 2011)

Customer Service Representative II

•Troubleshooted and educated customers over phone for all 3 products: Video, Internet and Phone

•Processed payments and sales opportunities via phone

SAFECO Insurance Co. (2000 – 2002)

Customer Service Representative

•Researched claim information for personal and commercial line

•Serviced claims and billing inquiries

•Processed credit card payments

•Maintained correspondence with agents and customers

•Scheduled appointments for various repair facilities and field representatives

•Mentored new employees

Emilia R. Castillo, Attorney (1998 – 2000)

Legal Assistant

•Prepared legal documents and correspondence

•Reviewed law journals and other legal publications to identify pertinent court decisions

•Scheduled appointments, in addition to general clerical duties

•Oversaw accounts receivable

Professional Development

Medical Transcription, LAKE WASHINGTON TECHNICAL COLLEGE, Seattle, WA Medical Assistant PIMA MEDICAL INSTITUTE, Seattle, WA

Company-sponsored training:

•SalesForce software

•Five9 software

•ZenDesk software

•YGL software

•Microsoft Word software

•Microsoft Excel software

Contact this candidate