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technical support advisor resume example with 16+ years of experience

JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Detail-oriented customer support specialist. Successful at managing client inquiries, billing support, and administrative tasks. Extensive understanding of contracts and efficient at explaining details that may affect billing and collection of payments. Skilled at reconciliation procedures and report generation. Thorough when researching concerns, problem-solving and prioritizing workloads. Skilled at building customer rapport and experienced in working with diverse groups worldwide including Physicians, Insurance Specialists, and Member Services teams. Proficient at providing technical support and guidance via phone, email, chat, and message applications. Resourceful at investigating issues and finding workable solutions that are in line with mandated policies. Perceptive and adept at managing difficult situations including de-escalations. Dedicated to maintaining a courteous and professional attitude at all times. Detail-oriented support advisor with extensive experience in telecommunications, retail, and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Skills
  • Customer Support Needs Assessment
  • Over 12 years of Virtual Support Experience
  • User Support and Troubleshooting
  • Technical Troubleshooting
  • Responding to Technical Questions
  • Collaborative Team Player
  • Client Rapport-Building
  • Resolving Problems and Incidents
  • Creative Issue Resolution
  • Remote Technical Support
  • Online Chat Support
  • Issue and Resolution Tracking
Work History
07/2015 to Current Technical Support Advisor Concentrix | Scottsdale, AZ,
  • Provide service support and individualized problem resolution via Chat, Messages, and Social Media Platforms for multiple Apple apps and devices. Metrics consistently show chats received are above goal average.
  • Assess and analyze issues, isolate causes and create workable resolution plans while guiding customers through documented steps which will also educate the customer during the process.
  • Trained to support multiple Apple apps and devices which helps reduce multiple customer contacts and transfers.
  • Maintain compliance with government-regulated personal protected information and security of consumer data.
  • Efficient at recognizing trends and locating the necessary resources for reporting as well as following requested steps and guidelines for known issues.
  • Helped create team newsletter and provide weekly content
  • Participated in several Pilot programs to help increase productivity.
01/2010 to 07/2015 Quality Assurance / T2 Level Support Zayo Group | Irvine, CA,
  • Duties included Tier 2 level support via email, phone, and chat. Performed observations and QA feedback for advisors worldwide working from home.
  • Provided coaching for advisors in real time by listening in on customer calls to provide guidance to help ensure customer issue was fully resolved.
  • Mentored and encouraged work from home advisors by providing virtual team-building exercises to help increase efficiency and effectiveness while fostering professional growth.
  • Performed check ins with virtual care advisors to maintain effective working relationships.
05/2007 to 12/2010 Billing Analyst / Collection Specialist HCA Healthcare | City, STATE,
  • Performed insurance claim collections for over 25 hospitals in various states. Followed insurance guidelines and upheld HIPAA regulations for multiple payor types including Self Pay, Commercial, Government, and Military.
  • Thorough understanding of insurance, payment reimbursement, account reconciliation, referrals, authorizations, and account follow-up to secure reimbursement of claims. Monitored accounts for non-compliance.
  • Act as liaison between insurers, medical offices, and patients.
  • Working knowledge of medical terminology CPT and ICD-10 Coding.
  • Researched old debt claims for billing discrepancies, and denials. Reconciled bad debt and old debt accounts that had to be manually researched to determine why remained unpaid.
  • Partnered with billing analyst department to investigate and remedy any gross margin trend issues
03/2006 to 05/2007 Account Specialist Beverly Healthcare | City, STATE,
  • Adhered to all guidelines in place for processing and billing clams for multiple hospice facilities. Handled all accounts receivable tracking and follow-up. Established contact with patient representatives when necessary to assist with prompt payment of claims.
  • Claims were billed electronically and manually for multiple payor types including Commercial, Medicare, and Medicaid.
  • Completed routine account audits to ensure contracted billing amounts were correct and to resolve billing discrepancies. Prepared monthly billing reports.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Education
Expected in Associate of Science | Health Information Technology Darton College, Albany, Georgia, GPA:
Certifications

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Resume Overview

School Attended

  • Darton College

Job Titles Held:

  • Technical Support Advisor
  • Quality Assurance / T2 Level Support
  • Billing Analyst / Collection Specialist
  • Account Specialist

Degrees

  • Associate of Science

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