Service Representative Support
Resume:
Frenchia Colbert
Rochester, NY *****
******@*****.***
PROFESSIONAL Capable customer support rep experienced in helping all users correct problems with their computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Skilled at working alone or as a team to investigate and resolve the issue. Keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues.
Work Experience
Customer Service Representative
University of Rochester Access Center - Rochester, NY May 2022 to Present
• Answer large volumes of inbound calls and inquires by phone
• Follows prescribed protocol and standard operating procedures
• Schedule patients appointments, resolve patient issues
• Respond to patient/physician inquires
• Handle patient complaints and provides basic technical support
• Ensures appropriate use and distribution of electronic medical record information
• Assesses the urgency of the situation and determines the appropriate action
• Accurately and efficiently uses appropriate business systems/software
• Records information and documents problem resolutions Work History Technical Support Representative
ADT Security - W Henrietta, NY
April 2020 to May 2021
● Assisted customers with various types of technical issues via email, live chat and telephone.
● Delivered local and remote Tier 11 support for hardware and software to company personnel.
● Implemented system security and data assurance software.
● Updated software versions with patches and new installations to close security loopholes and protect users.
● Worked with customer team leads/supervisors to resolve customer concerns on daily basis.
● Documented customer complaints and inquiries for use in technical documentation
● Input customer service orders and tracked orders through to completion.
● Dispatch emergency personnel/Cancel dispatch
● Monitored systems in operation and input commands to troubleshoot areas.
● Assisted customers in identifying issues and explained solutions to restore service and functionality Customer Service Video Repair
Spectrum - New York, NY
September 2020 to March 2021
● Answered customer questions about products and services
● Listened to customer needs and desires to identify and recommend optimal products.
● Developed strong rapport with customers and created positive impression of business.
● Observed customer behaviors to identify security threats and escalate concerns to supervisors.
● Communicated with customers about policies, restrictions and refund policies. Technical Support Specialist
Frontier Communications - New York, NY
August 2011 to June 2019
● Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
● Configured hardware, devices and software to set up work stations for employees.
● Collaborated with supervisors to escalate and address customer inquiries or technical issues.
● Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
● Delivered local and remote Tier 11 IT support for hardware and software to company personnel.
● Updated software versions with patches and new installations to close security loopholes and protect users.
● Assisted customers with various types of technical issues via email, live chat and telephone.
● Implemented system security and data assurance software.
● Worked with supervisors/leads to resolve customer concerns on daily basis.
● Documented customer complaints and inquiries for use in technical documentation.
● Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
● Input customer service orders and tracked orders through to completion.
● Managed customer system updates, informing clients of all installation progress stages.
● Reviewed current hardware and software configurations and recommended modifications to increase system speed.
● Informed senior leadership of product development issues discovered via technical support calls with customers.
● Utilized automated systems to manage and track customer inquiries through to completion. Certified Nursing Assistant
St. Ann's Nursing Home - New York, NY
September 2008 to November 2008
● Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
● Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
● Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
● Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
● Responded to patient alarms and needs-assessment requests to identify course of treatment.
● Examined and addressed lacerations, contusions and physical symptoms to assess and prioritize need for further attention.
● Supported diagnostic and treatment procedures, including setting up and operating specialized medical equipment.
● Used mobility devices to transport patients.
● Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
● Managed and maintained patient rooms, shared-living areas and nursing stations. Certified Nursing Assistant
Monroe Community Hospital - New York, NY
August 2005 to July 2008
● Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
● Exhibited compassionate care and communication regarding issues surrounding death and dying.
● Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
● Attended to patients in 25-bed unit, continuously checking on needs and maintaining high standards of patient care.
● Provided daily living activities to patients by serving meals, feeding, ambulating and turning over and positioning patients.
● Provided basic care to over 11 patients per 8 hrs by bathing and grooming patients, changing bedding and preparing meals.
● Documented information in patient charts and communicated status updates to interdisciplinary care team.
Medical Secretary
Rochester Eye Center - New York, NY
February 2000 to January 2003
● Organized paperwork such as charts and reports for office and patient needs.
● Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
● Coordinated front office duties, including customer service, patient scheduling and billing.
● Supported office staff and operational requirements with administrative tasks.
● Located, checked in and pulled medical records for patient appointments and incomplete charts.
● Kept information confidential and followed HIPAA guidelines to maintain patient trust.
● Reviewed, screened and distributed daily mail correspondence to appropriate personnel.
● Processed forms required for insurance approvals for scheduled procedures and office visits.
● Verified insurance benefits or eligibility and documented in system. Education
Trade School in Computer Support Specialist
BOCES 2 CWD
April 2011
Trade School in Into to technology
BOCES 2 CWD - Rochester, NY
August 2010
Trade School in Medical Secretary
Monroe Community College - Rochester, NY
June 2000
Skills
• Administrative experience
• Hospital experience
• Food preparation
• Live chat
• Senior leadership
• Meal preparation
• Disaster Recovery
• Mobile Devices
• Help Desk
• Technical Support
• System Security
• Software Troubleshooting
• Typing
• Computer literacy
• Customer service
• English
• Computer networking
• Sales
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