Alana Shaw
Avon,IN
Summary
Proven achiever with extensive experience at Xerox, adept in Active Directory Management and exceptional at customer service. Enhanced customer satisfaction and streamlined software update processes through meticulous testing and feedback. Excelled in teamwork and collaboration, significantly contributing to team success. Skilled in both technical support and administrative efficiency, consistently exceeding performance goals. Talented Intake Specialist offering 6 years of experience in conducting intake interviews and summarizing data with speed and efficiency. Connects with clients easily to provide thoughtful and compassionate assistance. Manages client files and prioritizing tasks to achieve optimal productivity.
Overview
7
7
years of professional experience
Work History
Level 2 Technical Support Representative/Claims Intake Specialist
Xerox
05.2021 - 04.2024
- Facilitated seamless software updates by conducting pre-release testing, identifying bugs, and providing detailed reports to development teams.
- Improved internal communication processes by sharing valuable insights gained from direct interaction with end-users during weekly team meetings.
- Consistently met or exceeded individual performance goals while contributing to the overall success of the team.
- Streamlined workflow for faster issue resolution by creating and maintaining a knowledge base of common problems and solutions.
- Provided tailored guidance for users with varying levels of technical proficiency, ensuring all customers received appropriate support.
- Enhanced customer satisfaction by effectively resolving technical issues through phone, email, and chat support.
- Used ticketing systems to manage and process support actions and requests.
Intake Representative/Office Data Entry Clerk
LabCorp
01.2017 - 05.2020
- Reviewed patient records for accuracy and completeness.
- Identified areas for process improvement within the intake department, aiding in the implementation of more efficient practices.
- Contributed to a welcoming environment by greeting visitors upon arrival and assisting them throughout their visit.
- Facilitated smooth transitions between different stages of care by effectively coordinating necessary steps during the intake process.
- Enhanced customer satisfaction by efficiently processing intake forms and accurately entering data into the system.
- Provided accurate insurance verification for clients, ensuring proper coverage was in place prior to service delivery.
- Maintained strict confidentiality of client information, adhering to HIPAA regulations and company policies at all times.
- Managed high call volumes while maintaining a professional demeanor, ensuring a positive experience for all callers.
- Organized paperwork such as charts and reports for office and patient needs.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Performed various administrative tasks by filing, copying and faxing documents.
Education
GED -
Ben Davis University
Indianapolis, IN03.2010
Skills
- Active Directory Management
- Ticketing system proficiency
- Data Backup and Recovery
- VPN Configuration
- Application support
- Remote support tools
- Customer Service
- Remote Support
- Microsoft Outlook
- Call Center Operations
- Teamwork and Collaboration
- Attention to Detail
- Microsoft Windows and Office
- Organizational Skills
- Remote Technical Support
- Friendly and Patient
Timeline
Level 2 Technical Support Representative/Claims Intake Specialist
Xerox
05.2021 - 04.2024
Intake Representative/Office Data Entry Clerk
LabCorp
01.2017 - 05.2020
GED -
Ben Davis University