SUMMARY:

• Experienced Customer Support Representative currently seeking new opportunity with a position with a stable company that would appreciate a very dedicated professional, who has the proven ability to provide and know the true meaning of customer service.
• I can bring to your customers product knowledge, showing respect, and a professional attitude, Meeting and exceeding the customers needs, more importantly meeting and exceeding your business needs.

TECHNICAL SKILLS:

• WindowsSMTP
• Microsoft MS Solve PeopleSoft Billing System
• Lotus Notes Remedy
• Windows NT (MLT) Mechanized Loop Testing System
• OPAL (Java Script)SBC EBTA Web Toolbar
• Verizon Retas System Billing System Night Fire Billing System
• Clec Online SystemBell South Taffi Billing Software Reporting
• IBICS Billing System
• Salesforce (CRM) Unified Infrastructure Management (UIM)

WORK EXPERIENCE:

Provider Customer Service Representative

Confidential

• Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
• Focus on resolving issues on the first call, navigate through the appropriate computer system(s) to identify the current status of the issue and provide appropriate response to caller
• Deliver all information and questions in a positive, conversational and compassionate manner to facilitate developing a relationship with the provider, while providing the best customer service experience possible
• Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends
• Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance.

Senior Customer Service Representative

Confidential

• Inbound and Outbound calls, Verified the accuracy of invoices and other accounting documents or records. Updated and maintained accounting journals, ledgers and other records detailing financial business transactions (e.g., disbursements, expense vouchers, receipts, accounts payable).
• Entered data into computer system using defined computer programs (SAP) Compile data and prepared a variety of reports.
• Reconciled records with internal company employees and management, or external vendors or customers. Recommended actions to resolve discrepancies. Investigated questionable data.

Customer Support Rep

Confidential

• Performed and followed a well - defined workflow of an internal process to categorize the health of technical support cases
• Reviewed service level agreements and processes of the Microsoft case wellness closely to correctly review support cases in MS Solve
• Performed troubleshooting techniques of Tier 1 Support for Internal user for Microsoft Cloud products and software
• Performed Password Reset, Installing/Reinstalling email, Added and Deleted users in Active Directory
• Escalated critical support issues to the service owners in the Microsoft Premier Service Center for further guidance
• Performed account billing issues using Unicorn Billing Systems
• Communicated with customers via Chat, Email and Internal communication systems
• Used Sales force for all documented tickets and resolutions

Technical Support Representative

Confidential

• Applied basic level technical support expertise to facilitate customer incident and problem
• Resolution, Customer requests were received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, Internal employees, remote maintenance calls, Chat and Web Support Call
• Worked closely with cross functional team and other technical business units to increase knowledge and resolve customer issues
• Identified and provided resolutions to a diverse range of technical problem.
• Acted as a remote customer advocate for selected accounts and ensured customer's cases are driven to resolution
• Developed and implemented resolutions to identified problems and followed standard practices and procedure identifiedrecords and worked with management to proactively revise current procedures and tools to improve customer satisfaction,
• Monitored customer cases opened with VCE (or VM Ware, Cisco and EMC) to ensure resolution and proper turnover
• Engaged and escalated to more senior resources to resolve more complex issue
• Developed and participated in solutions based V block training and problem resolution skills development
• Developed broad knowledge of the organization's mission and strategy and related it to day-to-day issues. Enablement and implementation in a private Cloud environment.
• Opened, updated and reported on customer cases opened through VCE ticketing system
• Applied basic technical expertise using standard operating and diagnostic procedures to resolve intermediate level issues
• Communicated procedural and technical issues to internal and external customers in a fast paced and customer critical environment
• Maintained a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status
• Responsible for sharing all acquired knowledge concerning problem resolution
• Understood and leveraged VCE's technical communication structure Participated in virtual team training and product knowledge sharing meetings
• Participated in the creation and maintenance of eService applications such as Chat, Knowledge base content, Support forums.
• Validated technical information and issues early warnings and disseminated information needed

Customer Service Dispatch

Confidential

• Worked within a Network Operations Center dispatching out technicians in or to activate services on customer premises
• Proficiency in Remedy, Exceed Connect Vu, Cornerstone Network Elements and several other Confidential &T databases in order to perform the day to day operations of the Testing and Activations Department
• Served as the point of contact for telephony services
• Completed and performed quality checks of Local Service Request and customers by using Remedy to troubleshoot issues, submitting of trouble tickets and assigned tickets to the NOC for resolution
• Problem solved with portability, directory listing and also disconnects of services with LECS
• Performed provisioning responsibilities via the Corner Stone Network to provide NIU'S dial tone on a customer premises
• Performed correlation and provisioning responsibilities of the CPE
• Provisioned and integrated with Fiber Optic network for dial tone and Internet services LAN and WAN