Customer Service Tech Support

Selitha Doggett

***********@*****.*** 580-***-**** Lawton, OK

SUMMARY I'm a College Basketball Player, that joined the United States Army as a Logistics Specialist after two semesters at McClellan Community College. Later became a Cosmetologists, but During COVID, switched gears working from home as a Customer Service/Tech Support Specialist. I love it, couldn't be more content it rarely feels like work. Finding a permanent remote role is the overall goal, as of now I don't mind using Temp or Seasonal work to improve my skill set. As a former Army Recruiter & Assistant manager, Onboarding/HR is something that has always had my attention. Pivoting back into that space is what I'd like to do. I'm a self starter, who can multitask, uses resources on hand to answer any and all customer related questions. familiar with HIPAA, Medical appointment/ insurance claims, outbound/inbound calls, live chat, email & phone etiquette. Troubleshooting/tech support, metrics/adhearnce is always in the 96-100 percentile. Can navigate between multiple tabs, fluent with call documentation, escalation, & staying calm, understanding customers aren't mad at me, it's the situation. I'll show Empathy, while finding the perfect resolution! Great time management, a critical thinker who uses scripts or call flow to guide the call. A bit of soft sales/retention skills, too. Coachable willing to learn more.

WORK EXPERIENCE GA FOODS Remote

Post Discharge Customer Support Sep 2024 - Present

• Provide comprehensive customer service through phone and email, ensuring prompt and accurate responses to inquiries.

• Participate in meetings to devise effective communication strategies that enhance customer satisfaction.

• Maintain customer trust by keeping clients informed about the status of their meal deliveries.

• Ensure compliance with HIPAA regulations by meticulously documenting all customer interactions.

• Manage a high-volume workload, efficiently handling over 140 calls daily.

• Engage in weekly one-on-one sessions for quality assurance and performance review to meet and exceed KPIs.

• Utilize proficiency in Microsoft 365 to streamline customer support processes and documentation.

• Operate Sangoma and ERP systems effectively, adhering to scripts and covering all required talking points.

• Leverage available resources to provide knowledgeable answers to customer questions and resolve issues.

• Coordinate logistics for shipping, including setting up and scheduling deliveries with FedEx.

Presence Learning Remote

Customer Service Tech Support (Temp/Seasonal) Sep 2024 - Nov 2024

• Provide technical support to clients, addressing video/audio issues and troubleshooting session-related problems to ensure uninterrupted educational service delivery.

• Manage provider profiles and referrals, including the setup of interactive games, to enhance user engagement for both educators and students.

• Coordinate technical checks and schedule maintenance, leveraging tools like Slack and Excel, to maintain platform efficiency and performance standards.

• Respond to client inquiries via email and live chat, and assist with billing and platform access, consistently meeting or exceeding quality assurance and key performance indicators.

Mapping Communications/NotifyMD Remote/Chesapeake, VA Message Operator (Temp/Seasonal) Jun 2024 - Sep 2024

• Coordinated patient services, including appointment scheduling and insurance verification, with meticulous attention to documentation accuracy.

• Delivered exceptional customer service, resolving inquiries and concerns, and seamlessly transitioning to virtual support as needed.

• Improved operational efficiency by tracking performance metrics and effectively multitasking with various software platforms.

• Facilitated real-time communication as a Message Operator for diverse industries, including healthcare, plumbing, emergency services, and HVAC.

• Accurately recorded all customer interactions to ensure quality control and reliable service continuity.

SERCO Lawton, OK

Remote Data Entry Clerk (Contract) Oct 2022 - Mar 2024

• Maintained confidentiality and compliance with HIPAA standards while handling personal information in insurance applications.

• Surpassed established performance benchmarks in document management, earning commendation for outstanding service delivery.

• Enhanced call escalation procedures, contributing to better client support and increased process efficiency.

• Attained a 100% accuracy rate in data entry, processing an average of 100 healthcare claims daily with expert application of medical coding practices. FEMA Lawton, OK

Help Desk / Technical Support (Contract) Oct 2021 - Feb 2023

• Resolved customer inquiries with a 99-100% adherence rate to application process standards, ensuring near-perfect compliance.

• Verified sensitive data accuracy and security, offering step-by-step guidance on system navigation, including password resets and document uploads.

• Precisely documented communications, evaluated support level needs for incoming calls, and provided informed responses by leveraging internal resources.

• Efficiently managed multiple computer applications across dual monitors to enhance multitasking and response times.

• Diligently recorded details of each customer interaction to maintain comprehensive support logs.

• Utilized empathetic communication techniques, following scripted guidelines to address customer concerns and ensure a positive service experience.

• Facilitated online processes for customers, aiding in the submission of necessary documentation through digital platforms.

• Handled a high volume of inbound and outbound calls, maintaining professionalism and efficiency in a fast-paced environment.

• Streamlined assistance for online tasks, enabling customers to successfully complete actions such as document uploads.

Supercuts Lawton, OK

Cosmetologist/Assistant Manager Dec 2016 - Jan 2020

• Managed salon operations, maintaining budgetary guidelines and efficient inventory management while adhering to health and sanitation protocols.

• Enhanced client retention and sales through personalized service and professional expertise, contributing to the salon's top sales performance.

• Streamlined the onboarding and training process for new hires, improving team performance through meticulous analysis of sales reports and effective task delegation.

Dollar General DeRidder, LA

Key Holder/Assistant Manager Nov 2013 - Jun 2016

• Managed inventory and financial operations, ensuring accuracy in bank deposits and cash reconciliation while maintaining adherence to regulatory standards for sales transactions.

• Led and trained team members in customer service excellence, operational procedures, and policy compliance, improving overall store efficiency and client satisfaction.

• Oversaw employee onboarding, conducted performance evaluations, and coordinated task delegation to optimize store operations and maintain an organized retail environment.

Walmart Corporate Hattiesburg, MS

Customer Care Representative Oct 2010 - Apr 2013

• Addressed and resolved customer inquiries and complaints, contributing to service quality and customer satisfaction.

• Provided technical support for digital services, enhancing user engagement and optimizing the digital shopping experience.

• Managed live chat support, efficiently handling queries and documentation, ensuring adherence to service quality standards and process improvement. Department of Labor Fort Hood, TX

Material Handler (Supply/Logistics) Sep 2007 - Jun 2010

• Conducted monthly inventory audits and managed the distribution of inventory, establishing systems for efficient item storage and retrieval and maintaining accurate supply records.

• Processed parts requisitions and mechanic work hours, and recorded asset details in a computer database to support maintenance operations and asset tracking.

United States Army (Veteran) Everywhere

Logistics Specialist (Supply) Mar 2005 - Sep 2010

• Managed inventory and resource distribution, enhancing operational readiness through effective budget oversight and procurement processes.

• Conducted monthly inventory audits, ensuring supply chain accuracy and regulatory compliance with documentation standards.

• Facilitated peer training in supply management and financial accountability, contributing to unit efficiency and collective skill enhancement. EDUCATION McLennan Community College

N/A, N/A

Waco, TX

Central ISD

High School, N/A

Pollok, TX

SKILLS Customer Satisfaction • Critical Thinking • Help Desk Support • Microsoft Windows

• Zoom • Medical Records Management • Insurance/Claims • Slack • Shopify • Telephone Etiquette • Call Escalation • Attention to Detail • Adaptability • Multitask

• Document Review • HIPAA Knowledge • HSIN Knowledge • Chime • MIDPS System • Excel • Spreadsheet • Financial Transactions • Portal • Scripts • Sales

• Candidate Sourcing • Interviewing Techniques • Applicant Tracking Systems (ATS) Proficiency • Communication • Relationship Building • Negotiation • Job Market Knowledge • Social Media Recruiting • Time Management • Data Analysis • Verbal Communication • Written Communication • Multi-Tasking • Computer Operation • Internet Search • Mentoring • Coaching • Academic Support • Customer Service

• Communication Skills • Problem-Solving • Leadership • Training • Multitasking

• Data Entry • Calendar Management • Phone Etiquette • Prioritization • Problem Solving • Listening • Computer Skills • Decision Making • Interpersonal Skills

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