Customer Service Rep

Profile

Motivated, personable technical professional with a great amount of experience in many technical fields dealing with both hardware and software. Talent for quickly learning and mastering technology – Knowledgeable with various software and operating system platforms outside of Microsoft such as MacIntosh and some Linux. Very proficient with Windows. Flexible and versatile – able to maintain a sense of humor and calm under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.

Skills Summary

Schedule Management

Report Preparation

Written Correspondence

General Office Skills

BMC Remedy

Tax Preparation

Computer Savvy

Customer Service

Networking multiple platforms

Computer Repair

Training

Forecasting and Scheduling

Accounting/Bookkeeping

Front-Office Operations

Professional Presentations

A+ and Network + courses completed.

Coding and Process development

Facets Claims software

WFM Software (IEX, Paylocity, ADP and others)

Processing UB04 and CMS1500 claims

Employment History

ELEVANCEHEALTH/ANTHEM – Tampa, FL 33607

June 2019 to Feb 2025

As Provider service rep -assisted members with understanding benefits as well as help providers understand member specific benefits. Assisted providers with understanding determination of claim status results as well as basic reprocessing of professional (CMS1500) and hospital (UB04) claims

As Subject Matter Expert – Assisted reps with understanding member benefits, trained reps on basic claims processing. Also trained reps on “web support”. On how to assist members with mobile app for checking benefits and providers with online processing of claims via Availity.

As Operations Expert – first level escalations manager taking escalated calls from members regarding benefits as well as providers regarding claims. Supporting small team of representatives with Processing/Reprocessing claims paying out at max of $5000. Also processing professional and hospital claims paying out $30000 maximum.

Training reps on first level claims processing professional and hospital claims and understanding claim decisions

SPECTRUM – St. Petersburg, FL 33716

Internet/Voice Technical Support, November 2017 to May 2019

Responsible for assisting customers/clients with support for the Internet, inclusive of instruction on email usage and how to work the internet as well as making sure it is functioning to its prescribed abilities. Assisting with home phone support making sure it is working to ability advertised and above.

AT&T – Orlando, FL 32808

Customer Service Rep I, May 2016 to November 2017

Responsible for Collections of current, future, and Past due payments for AT&T’s cellular financial services. Cust call in and make payments or payment arrangements if applicable. Provide information about service changes, explaining differences to assist with upgrades. Also assist with providing options for making payments (digital and manual)

PETZ ENTERPRISES – Orlando, FL 32808

Lead Technician III, Nov 2015 to March 2018

Responsible for monitoring and assisting agents on the floor that took calls concerning networking and the installation of Tax Prep software. Responsible for taking calls deemed difficult or escalated to a higher level of support. The support provided was basic working of tax software, assistance with installation of software, assistance with sharing software across network, mapping drives, configuring shares protocols.

CENTURYLINK – Apopka, FL 32701.

Data Technician IV/Interim Supervisor, May 2006 to July 2015

Responsible for limited management of DSL high speed internet services. Monitoring traffic, email support and upselling to higher speed services. Reconfiguration of account line settings. Assisted agents with backend line configuration of account settings. Supervisor duties included call escalations and resolutions. Managed a team of agents, schedule adjustments performance assessments. Processing and coding work for supporting the internal help support website. Trained groups of agents on Internet (DSL) support as well as on support of IPTV. Training involves connectivity (how to connect to the internet) to support devices connected, maintaining connectivity wired and wireless. Also, how to get IPTV services, setup and functional and how to use.

CONNEXTIONS – Orlando, FL 32808

Scheduler, Forecaster and Real Time Analyst, 2005 to 2006

Responsible for managing schedules and forecasting schedules for a call center with multiple accounts. Creating database information and using historical and trending data to create schedules to handle the call volume for 5 different accounts for companies within the call center. Managing the time of breaks as well as placement of time off to accommodate the volume. Also monitored attendance and delivered reports for tracking to floor supervisors.

ADELPHIA – Orlando, FL 32808

Real Time Analyst, 2004 to 2005

Responsible for monitoring and managing call volume flow for call center. Also responsible for reporting on attendance and tracking the effect of staffing/call volume on hourly intervals. Also handled small training and delivery of reports to floor supervisors and human resources.

CONVERGYS – Lake Mary, FL 32746

Service Level Technician – 1997 – 2002

Began as a customer service representative from 1997 to 1999. Responsible for doing warranty repair/replacements. 2000 as a technical service representative, responsible for computer and small network troubleshooting and if need be, replacement of parts. 2000 to 2002 as a service level technician. Many responsibilities, such as managing the call queue for the then major account for the account. Compile and submit hourly reports to the various department heads. Real time analyst and scheduling for one of the accounts (SBCGlobal). Setting up conference bridges in times of outages and one time converting on location from a closed account to be a third location to handle the main account call volume.

Education

LAKE MARY HIGH SCHOOL – LAKE MARY, FL

Three of four high school years.

SEMINOLE STATE COLLEGE – SANFORD, FL

GED diploma

SEMINOLE STATE COLLEGE – SANFORD, FL

Major Accounting, Minor Computer Science

2 years.

KAPLAN UNIVERSITY – Ft Lauderdale, FL

Network Administration major

1 year

POST UNIVERSITY – Newberry, CT

Network Communications major (BS)

1 Year

Strayer University – Tampa, FL

Network Communications major (BS)

1 year

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