Service Agent Support Specialist

Sheena Whitby

410-***-**** ************@*****.***

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EXPERIENCE

LiveOps Clients Baltimore, MD

Call Support Specialist November 2021-Present

Assist various companies with their new- hire training via role play

Aid customers with various issues such as troubleshooting, billing, and porting

Always provide an excellent level of customer service

Sinai Hospital Baltimore, MD

Telephone Operator April 2021-June 2021

Assisted with emergency disasters and contact appropriate personnel in a timely fashion

Answered phones and transferred callers to the appropriate parties

Worked with fellow staff members to resolve issues

Cherry Hill Homes Baltimore, MD

Food Service Assistant July 2019-May 2020

Examined units to ensure they contained required items for prepared meals

Monitored food distribution, confirming the meals were delivered and accepted by the correct recipients

Ensured food safety and dietary guidelines were being followed by fellow staff

Always maintained a well-stocked service station area

Proper Staffing, Inc. Baltimore, MD

Customer Service Agent January 2018-July 2019

Reviewed claim adjustments with customers, examined parts claimed to be defective and transferred accounts to proper departments for approval or denial of customer claims.

Assisted customers with completing forms, prepared change of address records and issue service discontinuance orders

Conferred with the public by telephone or in person to provide information about products and services, took and entered orders, canceled accounts, and obtained details of complaints.

Pole to Win Baltimore, MD

Technical Support Specialist September 2016-December 2017

Assisted callers with gaming software and/or hardware to resolve issues

Maintained daily performance goals

Conducted computer diagnostics with and for customers to identify problems within their systems

Collaborated with management to produce training materials for future hires

Kennedy Staffing Service Baltimore, MD

Office and Administrative Support December 2010-August 2015

Answered calls and relayed messages as needed

Communicated with office staff regarding orders

Addressed customer complaints as they arose

Completed administrative tasks such as mail filing and distributing and updated customer files

Assisted in the training of new employees

EDUCATION/CERTIFICATION

Concierge Healthcare Consultants, LLC

Certified Medication Technician March 2021

CPR, AED AND Basic First Aid Certification February 2021

Computer Business Management- TESST College of Technology December 2009

Diploma- Francis M. Woods Highschool June 2009

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