Customer Service Technical Support
Resume:
REBECCA COPELAND
Ayden, NC *****
**************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Patient Advocate Representative
Concentrix/UHC-Ayden, NC
October 2024 to Present
Assist United Healthcare SafeRide Members with booking transportation for Medical, Dental, Optical, Gym, Pharmacy trips and Grocery appointments.
Explain and determine what type of transportation member qualify to use. Assist members with filing verbal complaints or grievances for poor quality experience they have with driver or advocates.
Schedule/Reschedule members appointments when they miss appointments. Provide benefits details provided with member’s plan. Sr. Dispatcher
ALTICE TECHNICAL SERVICES-Greenville, NC
September 2017 to August 2024
• Provides quality internal and external customer service surrounding Suddenlink’s values
• Manages quota/workload to efficiently meet customer needs according to available workforce and TOA.
• Maintain Tech Calendar to assure skill sets and work schedule is current.
• Monitor for outages, assist in determining source.
• Manage auto route program to assure techs daily jobs are efficient and logical.
• Performs all duties of Dispatcher I as necessary:
• Monitor technician work times and report exceptions through TOA.
• Assure route activations/deactivations occur properly to Technician for their start and end of shift.
• Monitor start of 1st job of day to assure Technician starts within designated start time.
• Contact Technician on jobs that overrun to assure technician is safe or determine if assistance is needed.
• Monitor lunch & break periods for, start times and durations.
• Monitor work order pools to assure jobs are assigned throughout the day.
• Confirm and assure all jobs are completed and closed when applicable and at the end of the day.
• Review Drive times and activities for reasonableness.
• Prioritizes and dispatch customer service requests to available technicians; serve as liaison between customer and technician.
• Monitor workflow throughout the day, Using the TOA tool assure jobs are completed on time, pending work is assigned to available Tech’s and work volume is balanced and shared.
• Assign or re-assign jobs to technicians as required to meet customer commitments, notify technical leadership of any jobs remaining in jeopardy.
• Contact customers to confirm appointment times, COD, adult presence and other requirements.
• Reschedule missed appointments attempt to complete same day.
• Perform post-appointment customer satisfaction calls as required.
• Provision equipment.
Tier 1 Technical Support/Care Agent
Spectrum-Morrisville, NC
October 2016 to September 2017
Provide customer technical support in troubleshooting problems with cable, internet, and phone. Scheduled service calls for unresolved issues from troubleshooting techniques. Assists customer thoroughly to resolve issues with services on First Call Resolution. Provide proactive, future value and techniques customer can use as a self help tool.
Retention Specialist IV
SUDDENLINK COMMUNICATIONS-Greenville, NC
April 2008 to September 2016
Assist customers with ways to keep services while addressing issues with bills, monthly rates, services. Handle customers who want to disconnect services due to moving, setup appointments for services whether upgrades/downgrades.
Upsell all services cable, internet and phone
Customer Service Representative
COMCAST-White Marsh, MD
June 2004 to January 2008
Performed general care for customers concerns for bills, packages, prices. Handled concerns for issues with all services for cable, internet and phone using troubleshooting methods to fix problems and service issues.
Upsold all products for cable, internet and phone services. Met company metrics and goals.
Education
Computer Forensics (Bachelor of Science Criminal Justice) Strayer University-Virginia-Raleigh-Durham, NC
September 2019 to September 2024
High school diploma
Junius H Rose High School-Greenville, NC
1988 to 1990
Skills
• Dispatching
• Call center experience
• Technical Support
• Desktop Support
• Transportation management systems
• ICOMS
• Logistics
• English
• Microsoft Word
• Organizational skills
• Microsoft SharePoint
• Data entry
• GENESYS SYSTEM (10+ years)
• Microsoft Outlook
• Microsoft Office
• Help Desk
• Typing
• Phone etiquette
• Windows Xcel
• Operating Systems
• Computer skills
• Profiecient in Microsoft Office
• Customer service
• Troubleshooting
• Microsoft Excel
Certifications and Licenses
Driver's License
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