Seasoned Technical Support Specialist with 14+ Years Experience

Kathy A. Mclendon

***********@*****.*** 863-***-**** Lakeland, FL

Seasoned Technical Support Specialist with 14 years of experience, adept in email and

chat-based customer support and technical issue resolution. Skilled in communication,

problem-solving, and CRM, with a strong background in managing customer inquiries

and maintaining service quality. Seeking to leverage technical proficiency and

exemplary customer service skills as a Customer Support Representative.

Results CX Remote

Technical Support Specialist Jan 2022 - Present

• Provide support through email and chat, ensuring effective resolution of customer

inquiries.

• Address a wide range of customer needs, from account information to technical

issues.

• Maintain swift response times by working in brief, focused intervals throughout the

day.

• Develop and refine support documentation, email templates, and instructional

videos.

• Analyze customer issues to identify trends and recommend preventative

measures.

• Work closely with company founders to enhance the product and communication

strategies based on customer feedback.

C&K Hands on Deck LLC

Team Manager (Part-Time) October 2022-Present

• Address customer issues to maintain service quality standards.

• Resolve complaints through effective communication.

• Establish supplier relationships for consistent supply and pricing.

• Manage daily operations for business efficiency.

• Disinfect touch-points in high-traffic areas.

• Clean and maintain exercise equipment and accessories.

• Perform dusting and cleaning of designated zones.

• Maintain cleanliness of windows, mirrors, and facility doors.

• Manage inventory and restock necessary supplies.

• Maintain cleanliness and readiness of wellness areas.

Watson Clinic Main Lakeland, FL

Payment Claims Processor Aug 2017 - Dec 2021

• Posted insurance payments and rejections to accounts receivable, maintaining a

minimum standard of 8,000 transactions monthly.

• Ensured accuracy of EOB postings, verifying correct dates, allowable, and patient

responsibilities, with an established error rate of no more than 3%.

• Executed invoice splits when carriers partially paid, leaving balances for patient

responsibility.

• Conducted charge corrections for invoices incorrectly categorized, coordinating

with designated personnel for timely payment application.

• Managed payments to the "unidentified, insurance" account, initiating carrier

contact for identification and proper filing of EOBs.

• Accurately generated and balanced batch log sheets as part of a rotational duty.

• Performed follow-ups on unidentified accounts as directed, ensuring proper

account resolution.

• Complied with Clinic’s Compliance Program, adhering to healthcare regulatory laws

and maintaining confidentiality.

Pro HR Staffing Lakeland, FL

Office Administrator Oct 2010 - Jul 2013

• Managed multiple administrative duties such as phone system coordination and

appointment scheduling.

• Demonstrated exceptional phone etiquette with both inbound and outbound

communications.

• Oversaw calendar management, ensuring accurate scheduling of appointments

and meetings.

• Provided comprehensive administrative support to staff, facilitating efficient office

operations.

• Utilized QuickBooks for meticulous bookkeeping and financial record maintenance.

• Maintained organized filing systems, keeping office documents current and

accessible.

• Assisted in the coordination of various office activities and events.

• Handled client and visitor inquiries with professionalism and poise.

• Collaborated with colleagues to enhance overall office efficiency and workflow.

Owl Now Urgent Care Lakeland, FL

Medical Assistant Jul 2013 - Jul 2017

• Documented and archived patients' imaging records in accordance with HIPAA

regulations and clinic policies.

• Assisted in the training and mentoring of new staff, promoting a culture of

continuous learning and improvement within the radiology department.

• Coordinated with healthcare professionals across departments to facilitate

integrated patient care and efficient workflow.

• Contributed to the maintenance of a clean and organized imaging suite,

replenishing supplies and preparing the area for each patient visit.

Education

Keiser University -Lakeland, Fl-May 2020

Bachelor of Applied Science

Winter Haven Senior High School-Winter Haven, Fl 33881-May 1986

High School Diploma

Skills

Communication Skills • Problem-Solving • Technical Proficiency • Product Knowledge

• Customer Relationship Management (CRM) • Patience • Active Listening • Conflict

Resolution • Multitasking • Time Management • Data Entry • Analytical Thinking •

Contact this candidate