Customer Service Representative

colins B Ngoran

Customer Service Representative with high Customer Satisfaction rate 9856 shallow

creek loop 101 Manassas VA 20109 **************@*******.*** ***************@*****.*** +1-404-***-****

Authorized to work in the US for any employer

IKS Health-Dallas, TX July 2018 to March 2021

Tata Consultancy Services (TCS)-Maryland City, MD April 2021 to November 2024

• Detailed oriented and knowledgeable information technology professional with six plus years of experience.

• Inadept in providing computer support.

• Skilled in system troubleshooting.

• Knowledgeable in numerous software packages and operating systems.

• Top customer service and help desk skills.

• Responsible for providing the first-line of telephone technical support of hardware, systems, and software applications for customers and/or employees.

• Answers questions about installation, operation, configuration, customization, and usage of assigned products.

• Apply diagnostic techniques to identify problems, investigate causes and recommend and implement solutions to correct common failures.

• Provide remote support and trouble shoot issues with customers to resolve issues.

• Provide technical support for internal and external customers.

• Escalate complex problems to higher level of expertise within organization. Customer Service Representative

• Inbound support for patient acquisition and retention strategies executed by our clients. Inbound channels include telephonic, email, and web chats. The majority of the volume is through telephonic responses. Support consists of the following: • Answer inquiry promptly while assuring the correct hospital representation to create positive patient engagement.

• Answer inquiry according to designated scripting for the campaign(s).

• Identify specific calls to action for non-campaign-specific requests.

• Accurately determine eligibility for care coordination and service line navigation. Eligibility is based on client-defined criteria presented to representative through a system-based decision tree program. Provide prep instructions and requirements. • Provide physician referrals in accordance with Stark Law. Provide Safe Harbor Disclaimer and accurately

document referral criteria.

Customer Service Representative/IT Support Specialist Work Experience

Professional Summary

On Display Ltd-Chicago, IL October 2016 to July 2018

• Answering incoming phone calls placed to the customer service desk

• Follow prescribed processes for gathering and accurately recording pertinent data and relating to users’

issues. • Retrieving voice mails left on the IT service desk extension and accurately entering them into the

zendesk call tracking system.

• Set up deployed laptops and other computers to coworkers.

• Troubleshooting and fixing hardware/ software issues.

• Prepare, configure and install IT equipment.

• Update laptop if needed before deployment.

• Assist coworkers in configuring lost log in information relating to the job.

• Provide event details and secure registration for all attendees. This includes processing fees electronically in multiple payment applications and in a compliant manner, when applicable. • Handle payor contract negotiation calls, and data breach calls as needed based on FAQ scripting and follow escalation paths as outlined. • Navigate multiple systems to ensure the proper resolution for the request. • Maintain quality measures by handling inquiries based on protocols; this includes disposition, system based actions, and capture of demographic data points and consent. • Document and refer unresolved issues to the appropriate department and/or client. • Handle, document, and follow proper escalation protocols for patient complaints in a caring and compassionate manner while maintaining professional guidelines and representing the client's brand. • Handle multi-language calls utilizing interpreter services. • Transfer callers to Post Call Satisfaction Survey. • Maintain productivity levels outlined by meeting expected handle times and after- call work. • Outbound support for patient acquisition and retention strategies executed by our clients. Outbound channels include telephonic, email, SMS, and web chats. Majority of volume is through telephonic responses.

Customer Support/Data Entry

Education

Associate Degree Information technology

Strayer University Aug 2018

WALMART Mar 2014 - Dec 2015 Provided high-quality customer service by efficiently managing inbound and outbound calls, addressing inquiries, and resolving issues related to product information, order status, returns, and store policies. Delivered timely and accurate assistance to customers, ensuring the resolution of complaints and concerns in a professional and empathetic manner, thereby enhancing overall customer satisfaction.

• Salesforce

•Network Support

•Operating Systems

• Citrix

•Microsoft Windows

•Data Analysis

•Communication skills

•Problem management

•Data entry

•Data collection

•Data center experience

•Cold calling

•Time & attendance systems

• Typing

•ERP systems

•Account management

•Inside sales

•Technical support

• Negotiation

• Hospitality

•Team management

• Leadership

•Help desk

• Windows

•Outbound calling

•Customer relationship management

•Analysis skills

•Google Suite

•Customer support

•Customer service

•Phone etiquette

•CRM software

•Computer networking

•Computer hardware

• Telephony

• Databases

•Google Docs

•Healthcare management

Skills

Languages

•English-Fluent

• Zendesk

•Technical Support

• Troubleshooting

•Remote Access Software

•Desktop Support

•Help Desk

•Software Troubleshooting

•IT Support

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