Experience

Commissions Inc. (CINC)

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Implementation Manager

  • Apr 2020 - Present

• Training Specialist

  • Mar 2018 - Apr 2020

• Client Support Specialist

  • May 2017 - Mar 2018



Stratix

• Telecommunications
• 1 - 100 Employee

• Technical Support

  • Oct 2015 - May 2017



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• Com Opps II

  • Jan 2015 - Oct 2015



Randstad

• Netherlands
• Human Resources Services
• 700 & Above Employee

• Medical Record Retrieval Specialist

  • Mar 2014 - Oct 2014

  • Makes and receives 70+ inbound calls on a daily basis while multitasking other responsibilities. • Deliver prepared scripts to persuade medical facilities to participate in medical record reviews. • Ensure sites receive necessary documentation to complete the review • Maintain site ownership, ensuring all charts assigned are resolved by project completion. • Maintain site ownership, ensuring all charts assigned are resolved by project completion. • Follow up on previously scheduled appointments. • Document each phone call with clear and concise notes. • Schedule appointments in the system effectively based upon the agreed timeline.



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Technical Support / Subject Matter Expert

  • May 2013 - Jun 2014

  • Handles questions via the telephone addressing both hardware and software related issues. • Reporting/escalating issues through the appropriate channels. • Diagnosing and providing a path to resolving data service inquiries related to GPRS/EDGE, Wi-Fi and Bluetooth wireless technologies. • Proactively identifies ways to avoid recurrence of customer issues by regularly improving the processes, reviewing technical articles, and recommending changes. Interfacing with local team management and internal and external partners. • Multitasking through multiple systems while troubleshooting with customers. Accurately logging all interactions via Apples CRM system. • Achieving call center metrics including average handle time, customer availability as well as schedule adherence and conformance.



Assurant

• United States
• Insurance
• 700 & Above Employee

• Property Loss Advisor

  • Nov 2012 - Mar 2013

  • Answer inbound calls regarding complex inquires or questions pertaining to mortgage-related insurance products from customers, clients and agents. • Organize/prioritize daily tasks and time sensitive information. • Ability to handle the daily pressure to deliver results in a production environment. • Answer inbound calls regarding complex inquires or questions pertaining to mortgage-related insurance products from customers, clients and agents. • Organize/prioritize daily tasks and time sensitive information. • Ability to handle the daily pressure to deliver results in a production environment.



Xerox

• United States
• Business Consulting and Services
• 700 & Above Employee

• AETNA MEDICARE MEMBER SERVICES

  • Aug 2010 - Jun 2012

  AETNA MEDICARE MEMBER SERVICES, XEROX August 2010 - June 2012 • Converse with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. • Check to ensure that appropriate changes were made to resolve customers' problems. • Refer unresolved customer grievances to designated departments for further investigation. • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. • Handles a high volume of calls in a very frequent manner, while remaining professional and confident.



Xerox

• United States
• Business Consulting and Services
• 700 & Above Employee

• SPRINT TECHINICAL SUPPORT TIER 2

  • Oct 2007 - Jul 2009

  • Performs remote, on-site or in-house servicing and/or repair of company products/services. • Provides technical support to customers on operational or maintenance aspects of system equipment. • Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures. • Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. • Acts independently to determine methods and procedures on new assignments. Often leads or supervises the activities of other non-exempt personnel. • Provides assistance, training and troubleshooting support to lower level staff. • Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness. • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. • Completes complex tasks in creative and effective ways.