Team Leader Tech Support
Resume:
MARVIN LUDAWAY II
Jacksonville Florida 32218
**********@*****.***
-Summary- Personable Team Leader successful at building strong professional relationships. Manages large complex projects while maintaining high team morale energy.
-Highlights-
*Team Leader
*Detail Oriented
*Self- Starter
*Proficient with Microsoft Office
*Excel
*Typing Speed 42 wpm
-Work Experience-
Apple Inc Advisor / Tech Support
current
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
AT&T Business Mobility (BMC) - July 2022- - 2023
● Assisting customers with rate plan changes
● Payment arrangements
● Making sure we’re able to do a visual audit on the customer’s account
● Identify promotions and other offers that customer are eligible for
● Create an exceptional experience
Customer Care Expert August 2021 - July 2022
T-Mobile
● Assisting customers with rate plan changes
● Payment arrangements
● Making sure we’re able to do a visual audit on the customer’s account
● Identify promotions and other offers that customer are eligible for
● Create an UnCarrier experience
● Handle follow up calls
● Being able to identify when and break down the customers bill
Patient Access Representative April 2019- May 2020
Formativ Health
*Handle inbound and outbound calls for healthcare facilities supported by Formative Health.
*Assist individuals requesting information regarding patient services and programs.
*Fulfills customer needs, resolve issues and ensures customer satisfaction.
*Schedule all medical office appointments, refill medications and submit prior authorizations and referrals.
Debt Collector Specialist September 2018- April 2019
NCB
*Make outbound calls to consumers informing them of their delinquent account.
*Negotiate the best possible arrangements.
*Ability to problem solve, think critically, and create solutions
*Strong individual drive, competitive nature, and excellent communication skills
Enhanced Recovery Corporation Jacksonville, FL
Debt Collector Specialist October 2016- May 2018
*Make outbound calls to consumers informing them of their delinquent account.
*Negotiate the best possible arrangements.
*Ability to problem solve, think critically, and create solutions
*Strong individual drive, competitive nature, and excellent communication skills
Chartwell Food Services Jacksonville, FL
Kitchen Manager September 2015- October 2016
*Instruct new staff in proper food preparation, food storage, use of kitchen equipment and utensils, sanitation, and safety issues.
*Actively involved in cost control, sanitation, menu development and training.
*Ensure all staff understand expectations and parameters of kitchen goals daily kitchen work.
*Cooked and served food and meals in accordance with planned menus in accordance with planned menus, diet plans, recipes, portions, temperature control procedures and facility policies.
Florida Blue Jacksonville, FL
Service Advocate II July 2015- December 2015 {Temporary}
*Answer incoming calls from members to resolve medical insurance issues.
*Provide members claim status and benefits inquiries.
*Update Primary Care Physicians and send out ID cards.
Dollar General Corp. Jacksonville, FL
Assistant Manager March 2013- July 2015
*Key Holder, Stock Crew, Truck Unloader, Bank Deposits
*Meet and greet customers, assist in sales, and answer questions about products and services.
*Set employees schedules, delegating work, hiring and training new-hires and ensuring customer satisfaction.
*Taught and instructed employees on safety procedures
*Maintains safe, secure, and healthy work environment
* Implementing production, productivity, quality, and customer-service standards
Dandee Foods Corp Jacksonville, FL
Production / Machine Operator March 2012- February 2013
*Perform and Operate Machines
*Professionally wrap; seal and package food products
Professional Memberships / Volunteer Affiliations-
*Robert E. Lee High School Marching Band
*Edward Waters College Marching Band
*Kids Summer lunch Program
*Community Service for Potters House
*Kingdom Lifeline Ministry
Interest
*Motivating
*Building respectable relationships with the people I meet
*Inspiring others to succeed in their goals
Education
*Edward Waters College 2010
References upon request
Contact this candidate