TECHNICAL SERVICE SUPPORT

PROFESSIONAL An accomplished administrative operations professional with proven experience maximizing customer satisfaction and support in various call center, office and customer-facing environments. Brings to the table strong multi-tasking and project management expertise, as well as an ability to collaborate cross-functionally with internal and external stakeholders to enhance service delivery, product and technical support. CORE COMPETENCIES Maximizing Client Satisfaction Integrating Technology Business Cross-Functional Collaboration Internal External Service / Support Continuous Process Improvement Team Leadership Management Project Program Management Policy Procedure Compliance Coaching / Training / Mentoring

PROFESSIONAL EXPERIENCE - Customer Service Representative QuickBooks Online Payroll, Intuit Online Payroll Responsible for troubleshooting issues for software escalations, user financial data entry error, and inquiries for payroll specifications per state or jurisdiction with customers. Operated in a phone, chat and email environment specializing in Intuit's payroll service and the QuickBooks Online product suite. Tracked customer issues, identified and isolated problems, and advised small business owners of the best possible way to enter financial data based on business needs. Collaborated with both clients and financial institutions to isolate and resolve online banking errors, properly tracking transactions and working with multiple tools and software programs to resolve issues. Documented all request, issues and resolutions within the database, ensuring proper tracking of the call from start to finish, as well as performing further investigation of prior issues to be researched or used in reference. Successfully developed a resolution to walk the customer through in hopes of tackling the issue on the first attempt via a search engine that quickly isolated issues. Worked with the customer's P L and balance sheet to identify potential financial errors being made by the user, as well as offering advice further direct toward resolution. Provided ongoing support in a multitude of environments, including Windows 7 and 8 Operating Systems, MAC, and mobile via iPhone, iPad and Androids. Enhanced product management skillsets through classroom and on-the-job training, allowing for accurate and effective advice to be given to employers, as well as troubleshooting any possible technical issue. Built a strong rapport with customers, showing empathy with situations to resolve complex issues, maximize customer satisfaction and prevent escalations. Consistent top performer, scoring a 96 on evaluations for core metrics and Key Performance Indicators KPI . Confidential Medical Receptionist Medical Records Department Operated in a balanced operations and administrative position with the goal of maximizing customer service and support. Performed multi-line telephone screening, scheduling appointments for multiple physicians and colleagues and verifying insurance information. Distributed balance statements, collected payments and explained current balances to patients, in addition to organizing current medical records with paper charts and filing. Medical Receptionist, Continued Relayed unremarkable laboratory and radiology results to patients, ensuring complete confidentiality in operations. Ensured 100 accuracy in balancing total daily earnings, in addition to organizing super bills of patients' total office visit fees. Successfully executed the transferring of medical records of patients to a variety of attorney offices, hospitals, medical offices and insurance companies for short-term disability claims, court appeals, and court cases. Accountable for all medical records of the three-branch practice, communicating with all involved stakeholders to ensure fees were collected in a timely manner. Personally traveled on-site to multiple offices to pick up packages and setup new electronic work environments, streamlining operations and driving efficiency. Confidential Front-Desk Receptionist Operated in a part-time role specializing in customer service in a fast-paced office and customer-facing environment. Responsible for organizing, tracking and relaying information for physicians, collaborating cross-functionally with radiology, pathology and hematology departments. Maintained accuracy and confidentiality in ordering prescriptions, as well as managing and relaying patient information and plans of care. Ensured 100 compliance with all policies, processes and best practices, including financial procedures for opening and closing the business. Worked directly with customers to quickly transition to see a physician for medical care during flu seasons. Confidential Banquet Event Captain Worked as a Team Leader, filling a variety of shifts based on event schedules. Operated in a customer-facing position, maximizing service and continually working to ensure the needs of customers were met. Maximized satisfaction supporting events with attendees exceeding 500 individuals. Supervised alongside the Director of Benefits to ensure events ran smoothly. Teamed with numerous internal and external stakeholders, including wedding planners, event coordinators and organizational leadership. Leveraged an expert ability to multi-task and simultaneously manage various projects and programs, meeting all core event goals and objectives.