Customer Service Information Technology
Resume:
**********@*****.***
SUMMARY:
Strong and extensive knowledge and experience in the Customer Service and Telecommunications industry. Possesses highly efficient mathematical, computer and excellent communication skills. Volunteer experience in education, community services, fundraising projects and veterinary medicine. High competency in resolving customer issues, concerns, aspects of customer interaction and computer problems, technical aspects of designing web sites, repairing computer hardware and aspects of customer interaction including conducting training. Seeking opportunity to make a positive contribution to an organization in/around New York/New Jersey.
EDUCATION
Education: Associate of Arts in Information Technology/Network Support
University of Phoenix
Technical Certification: Google Cybersecurity Specialization Certification 2023 Active
CompTIA Security + Certification 2012 Active
PROFESSIONAL WORK EXPERIENCE
Justworks, New York, NY (Hybrid) (June 2023 – Present)
Customer Success Representative (Hybrid)
●Answers inbound inquiries from small business customers via phone, email
●Provides expert-level support, guidance, and troubleshooting to customers around Justworks' continually expanding product and service offerings including our software, benefits, payroll, compliance, and HR
●Assists customers and their employees with administration, eligibility, and enrollment in benefits and perks including Medical, Dental, and Vision insurance, Life Insurance, Flexible Spending Accounts, Health Savings Accounts, commuter benefits, Long and Short Term Disability insurance, retirement and COBRA
●Resolves customer inquiries related to administering payroll, making payments, time & attendance, running payroll reports, federal and state wage and hour laws, and general payroll policies, procedures, and regulations
●Maintains product expertise on our software and be the go-to resource for customers in need of training or best practices
●Manages open cases in our CRM to resolve inquiries in shortest possible time frame while keeping customers and their employees regularly informed of status and anticipated resolution timing
UnitedHealth Group, Kingston, NY (Remote) (June 2020 – May 2023)
Customer Service Advocate/Contact Tracer (Remote)
●Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
●Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options.
●Used EDI to contact care providers (doctor’s offices) and VCC on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
●Assist customers in navigating myuhc.com and other UnitedHealth Group websites.
●Contact Tracer: Call contacts of newly diagnosed cases.
●Collect and record information on symptoms and needs into the data base system with accuracy.
●Provide approved information about isolation and quarantine procedures, and if appropriate, refer them to testing according to protocol and/or to a COVID-19 Community Support Specialist for social resources.
Strategic Financial Solutions, New York, NY (March 2018 – March 2020)
Client Services Representative
●Verified clients’ information and documents regarding their debt using Twilio and SheerID
●Utilized Microsoft Excel functions and formulas to keep track of follow-up calls and clients consulted with daily
●Interacted with other departments concerning account affairs using Microsoft Outlook and Slack
●Collaborated with Notary Public and researched sites via Google to acquire reasonable times and locations to endorse forms
●Documented all calls using Phoenix
ComputerShare, Jersey City, NJ (September 2017 – February 2018)
Customer Service Representative
●Provided accurate information by employing knowledge of internal systems to source, interpret and communicate information to customers. Obtained verbal votes from shareholders operating on Five9.
●Promoted additional services / communication channels to customers when necessary.
●Implemented SAP for documenting inbound and outbound sale calls
Luxottica, Port Washington, NY (August 2016 – Sept 2017)
Customer Contact Center Representative/Sales Support
●Addressed issues, provides support, offers information, and places orders to keep customers satisfied and retain business using Salesforce.
●Account receivable. Located, faxed and emailed invoices using Microsoft Outlook. Upsell new products and managed accounts with Microsoft Access charts and tables
●Handled calls on from new and existing business clients and RayBan.com end consumers regarding a variety of requests in an efficient and effective manner.
●Input detailed information in Microsoft Word using tables to distinguish data
●Deliberated with team members and management using Zendesk for support
●Used EDI to retrieve and forward information from different businesses regarding their accounts
Card Works Servicing, Woodbury, NY (April 2016 – August 2016)
Customer Service/Collections/Sales Associate
●Collected past due payments and schedule payment arrangements via Dialpad
●Monitored outbound calls via Microsoft spreadsheets
●Authorized credit card processing and chargebacks
●Accounts receivable. Obtained invoices and statements for product and payment information
One Call Care Diagnostics, Inc., Parsippany, NJ (January 2016 – March 2016)
Care Coordinator/Customer Service Representative
●Schedule patients for diagnostics tests using Calendly
●Navigated through Adobe Acrobat to display prescriptions
●Created pivot tables via Microsoft Excel to organize and exhibit data
●Obtain patients’ demographics and documenting information in Phoenix
●Fax, email, contact clients with proper forms
Career Connect Live, Staten Island, NY (May 2015 – January 2016)
Career Advisor/Recruiter/Customer Service Representative/Sales Associate
●Coached job applicants in filling out applications and verifying qualifications via Omnichannel
●Obtain, verify and qualify applicants' information according to the specific requirements of the client
King TeleServices, Brooklyn, NY (January 2015 – April 2015)
Customer Service Representative
●Obtaining verbal votes from shareholders
●Answer inquiries about the proxy materials and verifying the authenticity of shareholders
Signature Performance, Montgomery, AL (Federal Contractor) (August 2012 – October 2014)
CHCS/ Verification Specialist.
●Contacting insurance companies. Documenting information regarding patient medical and pharmacy coverage.
●Collected past due payments and schedule payment arrangements
Information Innovators Inc., Montgomery, AL (Federal Contractor) (January 2012–August 2012)
Tier I Helpdesk Administrator.
●Logged, tracked, and assigned work performed/completed by the Communications Focal Point.
●Responsible for client system administration for NIPRNET for AFNETOPS.
●Provided end-user, Client Support Admin (CSA) and Network Computer Center (NCC) phone support.
●Analytical/technical trouble-shooting skills in hardware and software.
●Applied VPN Service. Installed, configured and trouble-shoot systems, laptops, servers, printers and network issues
NCO Financial Services, Inc., Montgomery, AL (July 2011 – January 2012)
Help Desk/Collections Representative
●Assisted customers with payment arrangements, upgrading and downgrading packages, offered credits, debt collection issues, concerns and problems and gave advice on account information
●Collected past due payments and schedule payment arrangements
●Credit card processing and chargebacks
HP Call Center, Montgomery, AL (Jan 2010 – June 2011)
Help Desk/Collections Representative/Sales Associate
●Collected past due payments and schedule payment arrangements
●Credit card processing and chargebacks, updated information dealing with electronics
●Assisted customers with loan consolidation, completion of applications, troubleshooted, researched and reviewed questions and updates on loan. Emailed invoices and statements. Viewed credit and HP accounts
COMPUTER PROFICIENCY:
Operating Systems
Windows, MacOS, Android, iOS
Software
MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Access, TeamViewer, Jira, Slack, Adobe Acrobat, Remedy
Programming Languages
JavaScript, HTML, CSS, SQL, NoSQL, Python
Database Management Systems
Document Databases, Network Databases, NoSQL Databases
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