Technical Support & Customer Care Coordinator

Teke Dorcas

Gilbert, AZ ***** 240-***-**** ************************@*****.***

Customer Support – Certified Adjuster Care Coordinator Technical Support Specialist

PROFESSIONAL SUMMARY

Technical Support Specialist with over 6 years of experience. A licensed certified adjuster recognized with the ability to communicate with customers and provide exceptional customer service that fortifies client satisfaction and positive feedback. A bilingual (English &French) Skilled Care Coordinator with expertise in assisting patients, resolving technical issues and supporting internal systems remotely and in person. Possess a wide exposure ranging from Technical/engineering through business/marketing working both in client facing environments and remotely through phones, email, and ticketing tools/software in fast-paced, high-volume environments. EDUCATION & CERTFICATIONS

BSc, Computer Science and Information Systems

CompTIA Security+

Licensed Certified Adjuster

HIPAA Training

TECHNICAL SKILLS & AREAS OF EXPERTISE

Software: NICE(CXONE), PeopleSoft, Microsoft 365 Suite, Oracle Cloud, RemedyForce, Zendesk, Anydesk, TeamViewer, JIRA, SalesForce, ServiceNow, SOW, Nexthink Amplify, Image Now, SAP, Pivot Table, V-Lookup, SCCM, BeyondTrust remote, Active Directory, Cisco AnyConnect, Genesys Cloud, Pulse Secure, Genesys Cloud, Avaya, VPN, Lotus Notes, Citrix, Remote Desktop/VNC, EHR/Epic, FCM, ECW in general and Internal CRM Web- based ticketing applications.

Operating Systems: HP-UX 10.x, 11.x. Sun Solaris 2.5, 2.6, 8, 9, 10. AIX 6.1 RHEL 5.x. Linux Enterprise Server 9, 10. Windows 2000, 2003, 2008, MacOS, Linux. Areas of Expertise: Technical troubleshooting and Support, Helpdesk and Service Operations, Patient Coordination and Advocacy, Network and Software Issue resolution, IT Operations and Security awareness, Documentation and Compliance (HIPAA), Customer service excellence, Communication and De-escalation. PROFESSIONAL EXPERIENCE

Allstate April 2025 – Present

Customer Service Representative

• File and process auto insurance claims from initial report through resolution.

• Investigate claims and determine accident liability based on available facts and policy coverage.

• High FCR rate of 90% on every call demonstrating exceptional problem-solving skills and customer satisfaction.

• Review claim documentation and ensure accurate claim handling in compliance with company guidelines.

• Communicate with customers to explain claim status, coverage, and the claims process.

• Coordinate with repair shops and other stakeholders to facilitate timely vehicle repairs. Teke Dorcas

Gilbert, AZ 85296 240-***-**** ************************@*****.***

• Issue claim payments and ensure proper claim settlement.

• Escalate complex claims or customer concerns to the appropriate departments when necessary.

• Respond to customer inquiries and provide professional claim-related support.

• Monitor claim progress and follow up to ensure timely resolution.

• Close claims upon completion of all required processing and settlement activities.

• Manage claim-related work orders and maintain accurate claim records. Copper Springs East Gilbert, AZ May 2022 – January 2025 Care Coordinator

• Scheduled patient appointments and managed high call volumes of 55-65 on a daily average while incorporating professionalism and empathy.

• Oversee the resolution of inbound and outbound tickets ensuring prompt and accurate handling of patient request and HIPAA – compliant documentation.

• Facilitate communication between patients and providers for coordinated care.

• Maintained detailed and accurate documentation of patient interactions in compliance with HIPAA and organizational standards.

• Provided prompt and professional responses to customer inquiries via phone, email, and chat. Resolved customer complaints efficiently, ensuring customer satisfaction and retention.

• Provided empathetic support and personalized assistance to enhance the overall patient experience.

• Collected and documented customer feedback to improve service quality and product offerings.

• Served as the initial point of contact responsible for accurately gathering details of reported incidents or requests from various intake methods with Virtual Clinical Informatics Expertise in supporting platforms like Epic.

• Understands and adheres to performance operational metrics and adherence policies. Alliance Behavioral Care (BHT) Tempe, AZ March 2021 - January 2022 Technical Support Representative

• Provided prompt and professional responses to customer inquiries via phone, email, and chat. Resolved customer complaints efficiently, ensuring customer satisfaction and retention.

• Handled 50+ calls daily, with duties including signing up new customers, retrieving consumer data, presenting relevant product information, and canceling services.

• Provided assistance Identifying, diagnosing and resolving internal inquiries related to software functionality.

• Monitored system issues on system database and reported issues to senior technical support vendors, development teams, supporting ongoing software improvement efforts.

• Diagnose and resolve technical problems related to electronic health record (EHR) systems.

• Worked closely with development teams to report and track software bugs, contributing to system improvements.

• Ran queries on system database and provided reports to senior technical support specialist.

• Maintained accurate and detailed records of customer interactions and solutions within the CRM systems.

• Proficient in using CRM systems and ticketing tools.

• Strong comprehension of operating systems, networking, and system diagnostics.

• Excellent Team work and communication skills.

• Ability to adapt technical language to suit the audience's level of understanding especially the elderly. Teke Dorcas

Gilbert, AZ 85296 240-***-**** ************************@*****.*** Verizon Communications June 2020 - February 2021

Technical Support Specialist

• Developed trusted relationships with customers by providing accurate and efficient support.

• Extensive troubleshooting and testing skills (i.e. analytic, able to narrow down on a problem, use documentation, tools to troubleshoot).

• Achieved outstanding performance by maintaining standout record of technical support service, resolving almost 96% of all trouble tickets without escalating to senior support specialists.

• Diagnosed and resolved complex technical issues related to Verizon's telecommunication services, including internet, phone, and TV systems, ensuring minimal downtime and customer satisfaction.

• Provided top-notch customer service through phone, email, and live chat, addressing technical inquiries and delivering step-by-step assistance to resolve customer issues effectively.

• Monitored and managed network performance, proactively identifying and addressing potential issues to maintain optimal service levels for residential and business customers.

• Assisted customers with the installation, configuration, and troubleshooting of Verizon software applications, including proprietary and third-party tools.

• Coordinated and executed system upgrades and migrations, ensuring smooth transitions and minimal service disruptions for end-users.

• Created and maintained detailed technical documentation, including troubleshooting guides, user manuals, and FAQs, to support both customers and internal teams.

• Utilized remote access tools to diagnose and fix technical issues on customers' devices, reducing the need for on-site visits and accelerating issue resolution.

• Implemented and enforced security protocols to protect customer data and prevent unauthorized access, contributing to Verizon's reputation for secure and reliable services.

• Consistently met and exceeded key performance indicators (KPIs) such as first-call resolution rate, average handle time, and customer satisfaction scores, contributing to team success.

• Collaborated with cross-functional teams, including engineering, sales, and customer service departments, to address and resolve complex technical issues and improve overall service delivery.

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