Support Representative Technical

HEATHER CASE

Flat Rock, USA, *****

*************@*****.*** / +1-256-***-****

SUMMARY

Seasoned Email Support Representative with a demonstrated track record in customer service and strong technical skills. Prevailed in resolving complex issues via email, improving customer satisfaction, and maintaining high-quality support standards. Strengths include quick problem-solving abilities, adaptability to evolving technologies and clear communication skills. Brought significant improvements to response time and customer experience in previous roles. SKILLS

Proficient in all Microsoft Applications

Proficient in American Records Management

Association

Types 60 WPM

Building relationships

Conflict resolution

Ability to prioritize workload

Information analysis

Work planning

Goal setting

Supervision

Adaptability

Integrity

Patient Care

Medical Coding

Office Administration

Transcription

Medical Office Experience

ICD-9

Live Chat

Data Entry

Triage

Help Desk

Technical Support

Insurance Verification

QuickBooks

Medical Billing

HIPAA

ICD-10

Medical Records

CPT Coding

EXPERIENCE

Email Support Representative / Leading Edge Connections - Tampa, Florida 04/2024 - Current Investigate and resolve fan inquiries through the Zendesk ticketing system while using brand-aligned tone and persona

Maintain high levels of responsiveness, accuracy, and message quality Execute pre-approved messaging strategies to maximize fan experience Monitor fan behavior and flag potential risks, issues Meet or exceed daily performance targets, including response time Collaborate with team leads and QA for continuous improvement and feedback integration Moderation/Technical Support / ModSquad 09/2022 - 04/2024 Responded to customer inqueries via Zendesk with precision and timeliness. Assisted customers in utilizing platform features effectively. Identified and reported product malfunctions.

HC

Troubleshooted customer technological issues.

Managed and engaged with community forums.

Medical Triage advocate / Care XM 10/2021 - 05/2022 Directed messages and calls for physicians and their staff from patients, patient liaisons, and other medical personnel.

Remained highly organized and detail-oriented while working on several cases simultaneously. Medical Office Assistant / Urgent Care - Stevenson, USA 03/2020 - 09/2021 Front Office Assistant assisting with pulling patient files and patient sign in. Coding office visits per HIPPA standards and billing insurance. Greeting patients and scheduling appointments.

Collecting patient information.

Handling and transcribing medical records.

Managing communications with doctors, patients, and third-party payers. Chat Support Specialist/Technical Support / Kelly Services - Kelly Connect 10/2020 - 03/2021 A specialist delivering skilled call center workforce experienced in customer care, tech support and billing for medical services, IT, sales and marketing and human resources applications. Assisted in multiple chats at once to deliver customer support for technical issues or billing questions with Apple devices.

Screen sharing with customers to see the internal components of the Mac or Apple device and also billing and application issues related to the vendor!

Chat Specialist / Asurion insurance Services 09/2015 - 08/2020 Assisting customers with their electronic claims, including but not limited to, disputes, grievances, filing, answering questions, updating information and enrollment. Primarily through chat but some phone calls. Exceptional customer services including de-escalation of upset customers and exceeding all metrics. Supervisor Leonna Smith

Chat Specialist / Alpine Access LLC/Sykes 07/2012 - 07/2015 Required to meet/exceed Alpine Program Ratings (APR), established by contractual agreements with the client. Perform one-on-one feedback sessions with team members and leader's individual APR metrics. Uniform billing

Supporting customers through chat with DLC and billing questions Assisted Customer through chat with downloadable content in game issues and tokens with codes. Monitored gaming chat rooms and console bans

EDUCATION AND TRAINING

Associate in Science (AS): Medical Billing & Coding 04/2025 Northeast Alabama Community College - Rainsville, AL Associate in Science (AS): Business Administration 04/2013 Northeast Alabama Community College - Rainsville, AL Associates in Applied Science: office Administration 05/2012 Northeast Alabama Community College - Rainsville, AL High School diploma 05/2001

Mountain View Christian Academy - Bryant, AL

CERTIFICATIONS

CPR Certification

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