Technical Support United States
Resume:
James Finch
Contact Center Consultant/Technical Support Analyst
Spokane Valley, Washington, United States
*******@*****.***
SUMMARY
Call Center focused agent, excelling is sakes customer service and management for 22 years. WORK EXPERIENCE
August 2023-May 2025
Contact Center Consultant/Technical Support Analyst
Becu
Spokane, Washington, United States
Delivered personalized member support via secure messaging, maintaining >98% accuracy across loan, fraud, and online banking inquiries.
Recognized for consistently exceeding service-level expectations while navigating complex account issues and regulatory compliance standards.
Specialized in digital banking workflows, fraud escalation, and wire/ACH disputes, contributing to improved team benchmarks.
Trained new hires on member-first communication practices and case resolution strategies, supporting department quality goals.
Maintained high productivity while adapting to evolving ticketing systems and sensitive financial data environments. March 2019-August 2023
Patient Access Call Center Rep (Home Agent)
Kaiser Permanente Medical Center
Spokane, Washington, United States
Provided high-volume phone and chat support for patients across medical and pharmacy services, consistently meeting response-time SLAs.
Expertly guided patients through appointment booking, prescription troubleshooting, and insurance verifications. Resolved urgent issues involving access to care, escalating appropriately to medical staff and internal departments. Maintained strict HIPAA compliance while supporting secure member communications. Earned high satisfaction scores in post-call surveys, particularly for empathetic handling of sensitive health-related concerns.
August 2013-May 2014
Outbound Lead Generator
VIVINT HOME AUTOMATION AND SECURITY
United States
Contacting Homeowners Nationwide and Creating leads for Closers for Home Automation and Secutiry Systems. Was Promoted to Closer position within 4 months of Hiring May 2013-August 2013
CUSTOMER SERVICE REPRESENTATIVE
CENTER PARTNERS
United States
Customer Service Representative and still the record holder for most High Speed Internet Sales the first month out of training.
EDUCATION
1995-1998
Diploma
Prosser High School
Prosser, Washington, United States
SKILLS
Retail Sales Customer Service Closer Epic Systems Call Centers Technical Support Analysis Skills Technical Consulting Banking Services Benchmarking Online Banking Service Level Agreement (SLA) Identify Issues Problem Solving Skills HIPAA (Health Insurance Portability and Accountability Act) Maintain Compliance
LANGUAGES
English - Intermediate
WORK AUTHORIZATION
I am authorized to work in the following countries:
• United States
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