Technical Support Customer Service

INTRODUCTION

EDUCATION PROFESSIONAL EXPERIENCE

SKILLS

DRUCILLA LORD

Highly motivated and professional Customer-focused Representative with over 4 years of experience providing high-level support to customers. Skilled in calendar management, meeting coordination, confidential document handling, and communication with internal and external stakeholders. . Possess exceptional communication and interpersonal skills with a proven ability to work independently and as part of a team. Skilled in diagnosing and resolving technical problems, providing exceptional customer service, and ensuring customer satisfaction. May 2023 - March 2024

Provided technical support to customers

experiencing cable and internet issues via phone.

Diagnosed and resolved connectivity issues,

modem/router configurations, and billing

inquiries

Escalated complex technical issues to higher-

level support teams as needed

Documented customer interactions and solutions

in the CRM system

Collaborated with other departments to improve

processes and enhance the customer experience

Participated in ongoing training to stay updated

on new products and technologies

Handled over 70 calls per day

CSEC

English A-II

Principles of Business-II

History-II

Strong organizational and time-

management skills

Exceptional communication and

interpersonal skills

Ability to work independently and as part

of a team

Excellent Problem-Solving Abilities

Altice USA/ Optimum Technical Support

Representative

Merl Grove High School American Health Holdings

OOct 2024- Present

Key Responsibilities:

Receive and process inbound precertification requests via phone, fax, and electronic submissions.

Review requests for completeness and accuracy and enter information into internal systems.

Coordinate with clinical staff (RNs, medical directors) to support medical necessity review processes.

Communicate precertification decisions to providers, members, and health plans in accordance with established protocols.

Verify member eligibility and benefits as related to precertification requirements.

Follow up on pending cases to ensure timely resolution. Maintain compliance with HIPAA regulations, URAC

standards, and client-specific policies.

Document all interactions and actions taken in accordance with company documentation standards.

Provide excellent customer service while acting as a liaison between providers, clients, and internal teams.

Zojak World Wide Assistant Secretary

References:

James Lord

*****@**************.***

October-November2019

Provided support with managing calendars, scheduling meetings, and organizing travel arrangements.

Point of contact between executives and clients.

Maintained office supplies inventory.

Assisted with processing invoices and cheques

Handled sensitive information with discretion and

maintained strict confidentiality at all times.

Maintained and updated company databases and records, ensuring the accuracy of all data.

April-October 2019

Provided technical support to customers experiencing issues with Shark vacuum products, ensuring quick and effective resolution.

Diagnosed product issues through phone and video call guiding customers through step-by-step solutions and through probing

Educated customers on product features, maintenance tips, and best usage practices to enhance their

experience.

Recorded and tracked customer interactions, issues, and resolutions in the CRM system for future reference and analysis.

Worked closely with other support representatives and departments to ensure a seamless customer service

experience.

Handled 70+ interactions

Shark Technical Support Representative

June 2021- March 2022

Managed a high volume of tracking inquiries

Resolved shipment issues promptly, to ensure customer satisfaction.

Strong verbal and written communication skills, enabling clear and effective interactions with customers, couriers, and internal teams.

Proficient in diagnosing and resolving tracking issues, handling escalations, and providing timely updates to customers. Navigated tracking systems, CRM software, and support tools, ensuring efficient and accurate service delivery.

Worked collaboratively within a team to achieve common goals, streamline tracking processes, and improve service efficiency. Handled 50+ Interactions

Fedex Customer Service Representative

Contact this candidate