Amber Loehr

San Antonio, TX *****

advgmf@r.postjobfree.com

210-***-****

Authorized to work in the US for any employer

Work Experience

Unemployment claims IT coordinator

MAXIMUS Inc - Remote

January 2021 to September 2022

IT Coordinator for California's On-boarding and Operations division of the Unemployment Claims department

Assisted employees,supervisors, HR, and management team in California with various technical issues My role was to ensure that the employees were able to be productive as quickly, efficiently, and with specific troubleshooting guidelines

Expected to be creative as well as improvise to help develop quicker and more concise troubleshooting procedures and guidelines

Helped write and update knowledge base articles for more accurate troubleshooting procedures Knowledge of Amazon Workspaces and Zoom

Met with agents in Zoom to gain control of the agent's screen for more hands on assistance and familiarize the agent's with troubleshooting techniques to try before submitting IT tickets

Claims Specialist

Sedgwick LLP - Remote

February 2020 to January 2021

Responsibilities include:

Intake processing for worker's compensation, auto-liability(1st and 3rd) short term disability, fmla, job accommodations, long term disability, general liability,

Acts as first point of contact for examiners and leave specialists to thoroughly explain claim and expectations and confirm all information necessary for claim is received and updated

Technical Support

Teleperformance - Remote

May 2019 to February 2020

•Assist Apple customers with a number of technical support issues

•Iphone, Ipad, Beats, iMAC,Macbook and Airpods troubleshooting

•Creative Media App troubleshooting-Garageband, iMovie, iPhoto troubleshooting •

Keynote, Pages, and Numbers troubleshooting

•Certified training mentor

Customer Service Support

Hulu - San Antonio, TX

July 2017 to May 2019

•Assisted viewers with troubleshooting questions and concerns

•Provided accurate product information on phones and chat services

•Provided self service options online, through chat, company website, and help site • Madechanges to accounts accordingly. Took payments, applied credits and refunds

Troubleshooted various devices: PC, MAC, Roku,Firestick, tablets, phones, Chromecast, XBOX, Playstation, and Wii

Published updates and new troubleshooting processes and articles for our employees itnernally as well as customers on the website

Customer Service Representative

Wells Fargo Home Mortgage - San Antonio, TX

October 2012 to July 2017

•Assisted customers with inquiries and concerns with loan accounts

Assisted customers with explanation of escrow overages, shortages, increases, ran escrow analysis,

•Aided customers with processing payments with auto-pay and online assistance • Worked with supervisor onbi-weekly newsletter to keep associates informed of rankings and grading average on customer calls

Certified training mentor and coaching mentor

Published updates and wrote new content articles as well as updated information required to processes when change was implemented

Wrote weekly newsletter for team that included recommendations and suggestions on how to better metrics and provide correct knowledge base information to our customers and clients

Education

High school diploma or GED in General Studies

Theodore Roosevelt High School - San Antonio, TX August 1999 to June 2003

Skills

•Typing - 65 wpm

•Technical support (10+ years)

•Data entry - 10 yrs +

•Windows (10+ years)

•Help desk (10+ years)

•iOS

•Software troubleshooting (10+ years)

•Technical support (10+ years)

•IT support (10+ years)

•Customer support

•Active Directory

•LAN

•Customer service (10+ years)

•Computer networking

•Google Suite (6 years)

•Sales

•Customer relationship management (10+ years)

•Microsoft Office (10+ years)

Assessments

Call center customer service — Completed October 2020

Applying customer service skills in a call center setting

Full results: Completed

Customer focus & orientation — Highly Proficient

November 2020

Responding to customer situations with sensitivity

Full results: Highly Proficient

Basic computer skills — Proficient

October 2020

Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.

Full results: Proficient

Analyzing data — Completed November 2020

Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data Full results: Completed

Customer service — Completed

October 2020

Identifying and resolving common customer issues

Full results: Completed

Filing & organization — Familiar November 2020

Arranging and managing information or materials using a set of rules Full results: Familiar

Administrative assistant/receptionist — Proficient December 2021

Using basic scheduling and organizational skills in an office setting

Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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