Support Specialist Technical
Resume:
Kadejah Martin
Stockbridge, GA *****
***************@*****.***
Professional Summary
Skilled patient tech support specialist with 15+ years of experience in customer-facing roles. Utilize strong communication skills to resolve complex issues and maintain high professionalism. Proven ability to work in fast-paced environments and adapt to new technologies. Possess a strong foundation in technical support, customer service, sales, and training, with experience in multiple industries. Authorized to work in the US for any employer
Work Experience
Patient Tech Support Specialist
Privia Health
February 2023 to April 2025
• Responsible for taking incoming calls and helping clients with audio and video technical problems with privia online platforms.
• Assist patients with resetting passwords, creating accounts, and troubleshooting the patients through portal platforms, and other technology platforms.
• Determine and notify management of any recurring problems or patterns.
• Use a cloud-based phone system to answer many incoming calls from patients and providers.
• Successfully fulfill all quality and productivity requirements for all calls.
• Analyze, debug, and fix technological problems with clients who have different levels of knowledge and proficiency in electronic equipment.
• Utilized HIPAA privacy and security guidelines while managing patient data
• Provided technical support to customers via email troubleshooting software and hardware issues.
• Managed and resolved 30+ daily tickets through email, maintaining clear and empathetic communication.
• Documented and escalated unresolved email cases to appropriate departments while maintaining response time.
Customer Experience Associate IV
Conduent Commercial Solutions, LLC
March 2022 to February 2023
• Employs coordination and data organization skills to carry out technical or business support tasks.
• Provides customers with information that is specialized and communicated in warm empathetic manner.
• Collects the information required to update the database.
• Developed solutions through transaction analysis, driving targeted service improvements.
• Utilized CRM software to track and document all interactions with customers, ensuring accurate record- keeping and streamlined communication across departments
• Maintained composure during challenging situations or difficult customers, utilizing effective de- escalation techniques to achieve satisfactory resolutions
• Managed customer accounts, including updating contact information, processing payments, and resolving billing inquiries
• Investigated complex billing discrepancies, working closely with the Finance department to resolve outstanding issues
• Contributed to enhancing strategies for effective technical support operations.
• Addressed complex technical challenges spanning various systems and applications.
• Updated patient records by verifying insurance, demographic details, and health history.
• Applied HIPAA privacy and security regulations while handling patient information
• Facilitated effective communication among patients, billing staff, and insurance providers.
• Managed high-volume inbound and outbound calls with efficiency.
• Performed administrative tasks including data entry Account Manager- Business Development
Medix Staffing Solutions-Chicago, IL
June 2021 to November 2021
• Developed new business pipeline for COVID-19 testing in schools, surpassing enrollment targets.
• Converted prospects into active clients, ensuring program success and client satisfaction.
• Collaborated with state officials to enhance testing program visibility and client relations.
• Developed marketing initiatives to expand program reach while optimizing onboarding processes for educational institutions across multiple regions.
• Developed targeted marketing strategies to amplify program reach while optimizing client acquisition and implementation workflows.
• Provided regular updates on account performance and market trends to senior management
• Closely monitored competitors' activities and industry trends to identify potential threats or opportunities for growth
Customer Service Representative
Accenture
February 2021 to April 2021
• Processed unemployment claims, ensuring timely and accurate data entry.
• Conducted claimant interviews to verify ongoing eligibility, improving service accuracy.
• Handled customer inquiries via calls and emails, enhancing customer satisfaction.
• Organized and confirmed appointments, optimizing schedule efficiency.
• Optimised claims processing workflow by implementing structured documentation methods and maintaining organized appointment calendars.
• Streamlined unemployment claims processing through systematic data validation and eligibility assessments, ensuring compliance with regulatory requirements.
• Managed high-volume customer communications across multiple channels while maintaining strict data security and confidentiality standards.
Call Center Agent
AnswerNet
August 2020 to January 2021
• Handled inbound calls, and processed orders, ensuring customer satisfaction.
• Resolved complaints, provided solutions, and followed up for resolution.
• Maintained accurate records, updated patient information, and ensured data integrity.
• Orchestrated cross-functional initiatives to enhance appointment scheduling efficiency maintaining precise patient record accuracy
• Optimized patient record management through systematic data validation, minimizing errors and improving overall healthcare service delivery
• Streamlined call center operations by implementing a new inquiry categorization system, reducing average response time and enhancing customer satisfaction Sales Associate/Customer Service
Beauty Empire-Austell-GA
July 2017 to July 2020
• Guided customers to ideal beauty products, boosting sales and satisfaction.
• Ensured accurate transactions, maintaining customer trust and operational efficiency.
• Organized stock and cleanliness, enhancing store appeal and customer experience.
• Provided tailored beauty consultations, aligning products with customer needs.
• Implemented strategic product placement and cross-merchandising techniques to drive sales growth while coordinating inventory management across multiple beauty categories
• Developed targeted beauty consultations and product recommendations, resulting in consistent customer retention and expanded client base
• Mentored new team members on product knowledge and consultation techniques while maintaining exceptional customer service standards
Teacher Assistant
Chelsey's Garden Second Step-Smyrna, GA
May 2008 to August 2019
• Assisted lead teacher in organizing educational activities and ensuring child safety.
• Monitored children's progress, enhancing social skills through collaborative play.
• Prepared nutritious meals, fostering healthy eating habits among children.
• Implemented storytelling techniques to improve language and vocabulary acquisition.
• Maintained detailed records of children's routines and interests for personalized learning.
• Fostered early childhood development through personalized learning activities, while maintaining detailed progress records and implementing innovative teaching methods
• Developed and executed age-appropriate educational programs, ensuring compliance with safety protocols and nutritional guidelines for young learners
• Streamlined classroom organization and daily routines, while facilitating interactive learning experiences that promoted cognitive and social growth Cashier
Walmart-Marietta, GA
August 2015 to June 2016
• Processed customer returns, addressing inquiries and promoting current deals.
• Assisted team in maintaining store efficiency during slower periods.
• Managed checkout operations, ensuring accurate and swift transactions.
• Managed high-volume transactions and customer service operations while maintaining accuracy in cash handling and reconciliation procedures
• Streamlined front-end operations by coordinating with team members during peak hours to reduce customer wait times
• Provided exceptional customer support while handling multiple responsibilities including merchandise inquiries and refund processing
• Developed expertise across multiple departments to strengthen team capabilities and maintain seamless store operations during peak periods
Education
Diploma
Mceachern High School-Powder Springs, GA
January 2010 to December 2013
Skills
• Screen Sharing
• Organizational Skills
• Google Docs
• Windows
• Communication Skills
• Sales Experience
• Phone Etiquette
• Sales
• Customer Service
• Typing
• iOS Development
• Microsoft Office
• Technical support
• Help desk
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