Remote Customer Technical Support & Admin

Summary

Highly organized and adaptable professional with over 20 years of experience in Customer Service Administration and Office Management. proven ability to handle high-volume calls, Troubleshoot Technical Issues, and Manage complex Scheduling. Expertise on CRM software, QuickBooks, and also Data Management, with a strong record of resolving customer inquiries efficiently and maintaining accurate records. Eager to leverage extensive customer support and operational skills.

Authorized to work in the US for any employer

Work experience

Customer Technical Support Representative

Sutherland Global • Remote

September 2025 to Present

• Managed daily inbound customer communications via phone, email and chat, handling 60 to 80 interactions per day.

• Diagnosed and resolved technical issues for various devices including TV's, game consoles, phones and PC's by troubleshooting error codes.

• Provided technical assistance and resolution for Disney and Hulu applications.

• Processed Subscription cancellations and issued refunds when applicable.

• Assist customers with account password changes and updated payment methods.

• Facilitated Subscription resubscriptions, Package Switches to Bundle services, and addressed billing inquires and bundle pricing discrepancies.

Customer Service Enrollment Specialist

American Customer Care • Remote

October 2024 to May 2025

• Spearheaded the application process, collected essential information and assessed eligibility for programs and services, delivering exceptional customer support.

• Promptly addressed insurance inquires and resolved rebate issues, consistently ensuring high levels of customer satisfaction.

• Managed a high volume of incoming calls and emails, consistently meeting or exceeding established performance metrics

• Provided guidance and answered applicant inquiries regarding physicals and insurance incentives, offering tailored recommendations.

• Maintained accurate records, entered and updated data in databases, and performed audits on documentation for accuracy.

• Delivered technical support to customers through phone, email, and chat, effectively troubleshooting software and hardware malfunctions.

• Guided customers through the company website, assisted with online order placement, and resolved any technical difficulties encountered.

Scheduling Coordinator

VIVINT Smart Home • Remote

May 2021 to March 2024

• Responded Effectively and Promptly to all Technicians, Team Members, Customers Service Requests

• Managed daily inbound customer and team communications via Email, Chat, and text, handling 60 to 80 interactions per day.

• Updated and maintained customer accounts utilizing Salesforce and workday Systems.

• Ensured accurate records of all scheduled activities, including managing cancellations and rescheduling request.

• Proactively Resolved conflicts and addressed related issues with prompt and effective solutions.

• Prioritized and managed efficiently all deadlines were consistently met. Kimberly Powell

+1-470-***-**** / ***********@*****.*** / Ellenwood, GA 30294 Customer Care Agent

Duke Energy • Remote

May 2020 to May 2021

• Handled a substantial volume of 60 to 75 Phone calls a day, in addition to managing customer correspondence via email and chat.

• Processed New Utility Request, including service transfer, new utility activations and service terminations.

• Facilitated Extended Payment Plans, and Deferred Payment Option for customers.

• Responded Effectively and Promptly to all Customers' needs and Service Request

• Managed Billing Payments, Updated customer Billing Addresses and processed Payment information changes.

• Generated and provided service confirmations for Lease agreements and Nonprofit Organizations Assistant Manager

Mad Macs, Inc • Forest Park, GA

August 2017 to May 2020

• Supported the General manager in overseeing daily store operations and ensuring seamless workflow.

• Managed store opening and closing procedures, supervised daily shifts, and coordinated employee schedules.

• Maintained precise tracking of weekly and monthly inventory levels.

• Assisted with the Preparations and Delivery of Catering Orders, ensuring timely accurate service.

• Prepared daily foods that were distributed on both shifts

• Processed customer transaction efficiently as a cashier, handling cash, debit, and credit card payments and managed end of shift cash deposits.

Office Manager

Mechanical Maintenance • Atlanta, GA

February 2010 to August 2017

• Orchestrated the scheduling of service calls, managed part orders and maintained records of incoming and outgoing mail.

• Balanced company Books utilizing QuickBooks Received and sorted incoming mail and prepared it for delivery.

• Supported payroll processing, accounts payable functions and managed the printing and distribution of relevant documents.

• Provided comprehensive support for picking and packing promotional materials.

• Assembled inventory kits supported periodic inventory Counts and meticulously recorded inventory items. Medical Administrative Assistant

Decatur Pediatrics-Smyrna • GA

June 2006 to October 2010

• Verified patient eligibility and scheduled annual checkups and sick appointments.

• Managed a multi-line phone switchboard and handle patient correspondence via email.

• Coordinated patient referrals by contacting specialist and scheduling necessary outpatient procedures.

• Managed patients check out process and scheduled follow up appointments

• Facilitated patient check- in- including verifying insurance for New Patients and Newborns,

• Managed patients check- out -processes and scheduled follow-up appointments.

• Assisted physicians with patient chart filing, updated patient vitals, and processed prescriptions request to designated pharmacies.

Human Resources Assistant/Receptionist

C & C Cleaning Service • Forest Park, GA

September 1996 to March 2006

• Managed professional correspondence through phone, email and chat.

• Maintain financial records, including, balancing accounts, payable and accounts receivable, processed payroll, managed vendor payments, ordered supplies, and tracked inventory.

• Scheduled Appointments, for New and Existing customers

• Provided assistance with cleaning commercial buildings, including dusting furniture, fixtures, windows, and emptying trash receptables.

• Supported limited housing cleanings by assisting customers with organization and performing errands.

• Demonstrated proficiency in MS Office Suite, including MS excel, MS PowerPoint Education

High School Diploma

Forest Park High School • Forest Park, GA

August 1992 to June 1996

Skills

Languages

English

Email customer support Flexibility QuickBooks (10+ years) Organizational skills Patient scheduling via online systems Billing issue inquiries Largest product quality assurance team managed (6-10 team members) Team management Customer service CRM software Junior telemarketers trained (1-3 telemarketers) Administrative experience within technology industry Professional email communication Call center experience Leadership Customer support Attention to detail Employee orientation Communication skills Typing Computer operation Mobile devices Telephone systems Customer service manager experience Medical receptionist Empathy AI tools proficiency Medical scheduling Multitasking Data entry Quality assurance New sales lead strategies developed (1-2 strategies) Lead generation - Lead generation experience (Less than 1 year) Product quality assurance experience (1-2 years) HIPAA Medical office experience Administrative experience within healthcare Team leadership Telemarketing - Telemarketing experience (1–2 years) Lead generation communications sent daily (1-25 communications) Desktop applications IT QuickBooks Revenue recognition Handling customer inquiries Administrative experience Active listening Desktop support Remote access software Office phone management Insurance verification Microsoft Outlook Largest customer support team managed (16-20 team members) Software troubleshooting Email support Appointment scheduling Windows Onboarding process management Documentation tools Live chat Payroll Process management Large-scale telemarketing campaigns managed (1-2 campaigns) Analysis skills Remote work experience Client database systems Technical support Sales Typing 45wp (10+ years) Accounting AI Office management Patient registration Computer skills Medical administrative support Account management experience

Certifications

CPR Certification

Contact this candidate