Customer Support Lead and SME Administrator

Devyn Wheatley

*** **** ******* ***** *** Antonio TX 78228 909-***-**** *****.*****@*****.***

Objective

To grow within an expanding company in a leadership position.

Education

DIPLOMA 1991 EISENHOWER HIGH RIALTO, CA.

·Minor: General

·Related coursework: Drama Club, Thespian

Skills & Abilities

MANAGEMENT

Assisted with tier 2 escalations

Handled and resolved supervisor calls

Assisted with approvals team

3 years of management experience managing 50 plus employees

Managed and budgeted cash drawers

Managing and ordering supplies for safety team

Created and managed social events

Excellent time management skills

Type of 40 plus words per minute

Proficient in Microsoft Word programs

AWARDS

Excellence in sales - FY2015

Homer Awards for excellence in Customer Service – FY2015

Nominated for Colleague of the Quarter – FY2023 – FY2024

LEADERSHIP

Social Club Co-Coordinator

Internal Support Specialist

Facilitated team meetings

Tria Federal EUS Help Desk (SME) Subject Matter Expert Jan. 1, 2026 to Present Day

3100 Clarendon Boulevard Suite 1400 Arlington, VA. 222201 703-***-****

Softrams LLC EUS Help Desk (SME) Subject Matter Expert Mar. 24, 2025 – Dec. 31, 2025

161 Fort Evans RD NE Leesburg, VA. 20176 571-***-****

Providing tech support to callers and assisting the Provider community with navigation through PECOS. Handling supervisor call backs that are assigned in the team lead queue. Assisting with Tier 2 escalations, and also approvals team.

CGI EUS Help Desk Specialist May 2020 – Mar. 21, 2025

5555 Northwest Pkwy San Antonio, TX. 78249 210-***-****

Catapult EUS Help Desk Representative (Contractor) Aug. 26, 2019 – May 2020

909 NE Interstate 410 Loop #810 San Antonio, TX. 78209 214-***-****

CGI Internal Support Specialist June 2021

Provide chat support to EUS agents as needed

Facilitate the escalations process

Receive phone calls from the CMS Provider Community

Provide development training to team when requested

Monitor agent’s calls at 15 to 20 - minute mark to see if assistance is needed

Communicate issues to supervisors and/or managers as necessary in a timely manner

Respond to supervisor callbacks as necessary

CGI Social Club Co-Coordinator Oct. 2022 – Dec. 2024

As Coordinator, you are responsible for overseeing tasks related to Social Club.

Responsibilities include, but are not limited to :

Ensure budget for the CGI Social Club follows CGI’s fiscal year

Compliance with existing policies and procedures

Recommending and facilitating Social Club events on a quarterly basis

Meeting with vendors, collecting (pre-agreed upon) supplies and decorations

Working with staff to ensure the completion of a successful event.

Select and oversee CGI Social Club committee

Alorica Customer Service Representative Dec. 4, 2017 – Aug. 20, 2019

2103 Universal City Blvd. Universal City, TX. 78148 210-***-****

Answering customer calls in a call center environment for US Bank card holders who needed to know their transaction history, transaction disputes, balances, and deposits. Answered customers questions for pre-paid debit cards & or gift cards for additional retailers.

Home Depot Head Cashier Jun. 13, 2014 – July 19, 2016

1151 W. Lugonia Ave. Redlands, CA. 92374 909-***-****

Managed the entire front end of the registers and cashiers.

Provided and maintained the cash drawers for each cashier.

Handled large amounts of cash when balancing the registers at the end of the evening shift in all cash registers from each department.

Handled customer complaints, refunds, and returns.

Completed safety team duties monthly including but not limited to filling the first aid kits.

Catherines Sales clerk & cashier Oct. 2013 – July 2016

27470 W. Lugonia Ave. Redlands, CA. 92374 909-***-****

Handled cash and credit transactions when ringing customers purchases.

Stocked shelves, racks, and maintained online purchases for customers.

Ordered online items for customers and assisted daily with maintaining sales to meet goals.

Contact this candidate