Service-oriented Customer Support Specialist with 15+ years of experience in contact center operations talking to customers over phone, e-mail, online chat, or social media to resolve broad ranges of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied clients.
Skills
Complaint resolution, Arbitration, Mediation, Legal, Written communication, Settlements
Slack
Zendesk
Customer Relationship Management Software (CRM)
Inbound and Outbound Calling
Bookkeeping, QuickBooks, Accounts payable, Bank reconciliations, Invoicing, Wiring, Billing
60 WPM typing speed
Photoshop, Video, Lighting
Arbitration, Mediation, Legal, Written communication, Settlements
Call Center, Contact Center
CLS, MS Office
Credit, Negotiating
Customer Relationship Management,
Technical assistance, Troubleshooting and Diagnostics
Customer service expert
Technical issues analysis
Mac systems
Desktop support, Application support
Staff education and training
Report preparation
Calendar planning and Coordination
HTML, CSS, Javascript, Responsive, React
API, GitHub, Bootstrap, Hosting
Work History
Remote Product Support Specialist /Technical Support Agent, 08/2021 - Current City Of Louisville, Ky – Louisville, KY,
Provided technical assistance via Zendesk ticketed email support including, billing questions, app and web bug reports, RSS feed bugs, credit card/Paypal transactions, account lockouts and lost accounts.
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Documented customer interactions and performed troubleshooting in customer relationship management software.
Performed troubleshooting and tested customer issues via email and Zendesk software.
Identified, triaged and escalated issues to internal engineers providing a clear outline of problems and technical detail.
Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
Referral Specialist /Remote Customer Support Agent, 12/2015 - 08/2021 Health Quest – Hyde Park, NY,
Assigned to help families that are considered Essential Workers find available child care spots/funding in Georgia during COVID-19 pandemic.
Provided consumer education and child care referrals to parents who called the Contact Center.
Updated child care provider profiles for the state's search website to ensure that families are receiving the most current information.
Traveled to various Georgia counties for community events to promote referral services.
Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
Program Assistant, Receptionist, and Help Desk Consultant, 12/2013 - 12/2015 Quality Care For Children – City, STATE,
Contributed to success of client's organization by improving performance, motivation, job satisfaction, hiring practices, training programs and management systems.
Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
Assisted IT department with account lockouts and changing passwords / some technical troubleshooting.
Photographed events for special occasions including birthday parties, bridal/baby showers, video premieres, concerts, festivals.
Completed complex photo shoots involving large-scale performances at indoor and outdoor venues.
Applied digital styling techniques to enhance photos using Photoshop and Light Room.
Selected and set up appropriate props, backdrops and lighting.
Litigation Coordinator, 02/2010 - 04/2012 Frederick J. Hanna & Associates, P.C – City, STATE,
Liaised with creditors and third-party law firms to collect payments and prepare lawsuits for over 16,000 charged-off credit card/auto loan debt accounts.
Represented creditors in the legal collection process by: reviewing debtors' credit reports, negotiating settlements, receiving payments on delinquent accounts, filing cease & desist orders, processing verification of debt requests, FDCPA violations and Fraud Claims.
Provided information to debtors regarding charged-off accounts and gave options to settle outstanding debts.
Entered customer interaction details in the Collection Master (CLS) database to track interactions, document problems and record solutions offered.
Case Manager, 08/2007 - 10/2009 American Arbitration Association – City, STATE,
Served as case manager for 65-70 cases, assuming responsibility for complex arbitration/mediation trials and guided endeavors to successful completion.
Acted as first point of contact and set appointments for conference calls and hearings.
Arranged for hotel bookings for arbitrators/mediators.
Reserved rooms for trials/mediations.
Maintained accurate financial records for each case including billing and collection of fees from clients.
Reviewed delinquent accounts to pursue collection of funds, arrange payment plans or initiate collection procedures.
Drafted arbitration/mediation awards and settlement paperwork; gathered signatures from disputants to provide official documentation of final decision issued from case hearings.
Bookkeeper/Legal Assistant, 06/2004 - 07/2007 Nudelman, Nudelman And Ziering, PC – City, STATE,
Reviewed and filed financial documents, coded accounting entries for data processing and posted daily receipts and payments in accordance with all corporate protocols.
Complied with all established policies and performed bank reconciliations, accounts payable/receivable, invoicing, billing, collections, wiring funds, and vendor payments.
Worked with IT Manager and Senior Accountant to maintain daily financial records, report forecasting, financial data and send weekly remittance reports to clients.
Worked alongside attorneys and fellow legal assistants on complex cases and legal processes including: preparing executions, lawsuits, wage garnishments, bank levies and skip tracing.
Education
Bachelor of Science: Management Science, Expected in - Kean University - , NJ GPA: Graduated cum laude, GPA: 3.6, Dean's Honor List
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School Attended
Kean University
Job Titles Held:
Remote Product Support Specialist /Technical Support Agent
Referral Specialist /Remote Customer Support Agent
Program Assistant, Receptionist, and Help Desk Consultant
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