Key Contributor and Effective Leader with several years of experience in technical support and customer service roles in fast-paced and high-stress environments within a variety of industries. Experienced in devising unique solutions to technical issues, fostering positive relationships with end-users, and overseeing software implementations/updates. Equipped with a significant ability to leverage skills in project management and to introduce new tools for cost/time savings and efficiency improvements.

  Directly manage several administrative and operations functions within a fast-paced environment with a focus on increasing productivity and efficiency

  Respond quickly to customer technical support requests, successfully manage call flow, and oversee software/hardware installations and/or updates

  Review and analyze technical issues while simultaneously developing unique solutions, create technical cases/claims, and follow up issues related to lost/displaced orders

  Utilized superior technical acumen in order to assist end-users with complex technical issues which required analyzing issues and devising unique solutions

  Supported various technical operations such as file sharing, email/distribution list management, software upgrades, and system setting adjustments

  Assisted end-users with technical issues via remote desktop software, provide login related assistance to locked-out users, managed support call flow, and updated internal databases

  Successfully configured Cisco IP soft-phone and desktops, analyzed problems in SAP, repaired user profiles as needed, and maintained the organization s ticketing system

  Coordinated several technical issues within the organization which included managing service level agreements and ensuring all internal procedures were adhered to

  Created and closed out all user troubleshooting tickets, logged technical incidents/service requests, and performed software installations/upgrades

  Reset passwords and/or user names for users, unlocked system access, and successfully provided second level support to the internal help desk

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  Utilized superior communication and interpersonal abilities in order to provide stellar customer service to both new and existing clients

  Reviewed and managed employee benefit programs, explained pension payment options to customers, generated pension calculation statements, and provided explanation of benefits paperwork to customers

  Investigated missing checks and initiated replacement checks as needed, maintained significant product knowledge, and implemented unique customer service strategies

  Successfully managed customer service related functions which included providing support to members, beneficiaries, and providers within a call-center environment

  Provided customers with information related to benefits, eligibility, health referrals, and non-medical necessity review authorizations

  Appropriately managed calls from both threatened and suicidal callers which included fostering rapport with the customer and providing referrals to an on-call Clinician

Additional Professional Experience Includes: Customer Service Representative, Convergys

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