AMOIN KOUADIO
North Chesterfield,Virginia
Summary
Over 10 years of customer service and technical support experience. CompTIA A+ certified with a wide cross section of technical proficiency related to IT including installation, configuring, operating systems, hardware, software, network and more. Dedicated to providing empathetic and efficient assistance to stakeholders in a fast-paced environment. Known for successfully handling escalated customer support issues. Ability to prioritize tasks when faced with multiple assignments and deadlines. Successfully works as part of team to reach strategic business goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
DMV IT Help Desk
DMV
05.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- provide technical support and assistance to users within an organization. Includes troubleshooting and resolving computer and software issue.
IT Help Desk Technician
Capital One
12.2022 - 05.2023
- Configured hardware, devices, and software to set up work stations for employees.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
Customer Service Representative
Lincare Holdings, Inc Specialty Pharmacy Division
06.2022 - 12.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Central Supply Clerk
Saber Healthcare
02.2022 - 05.2022
- Streamlined inventory management by implementing an efficient organization system for medical supplies.
- Facilitated smooth departmental operations through effective communication with nursing staff and other hospital personnel regarding supply needs and availability.
- Improved overall efficiency, maintaining a clean and organized central supply area for easy access to essential items.
- Managed time-sensitive orders efficiently, prioritizing urgent requests to ensure prompt delivery of critical supplies.
- Collaborated with team members to develop standard operating procedures for central supply tasks, enhancing overall productivity levels within the department.
- Safeguarded patient privacy by adhering strictly to HIPAA regulations when handling sensitive information related to medical supply use or distribution.
Pharmacy Technician
CVS Pharmacy
09.2021 - 02.2022
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
Pharmacy Technician
Maniilaq Health Center
08.2019 - 12.2020
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
- Collected co-payments or full payments from customers.
- Streamlined prescription processing with accurate data entry and verification of patient information.
Patient Registration Specialist
Maniilaq Health Center
10.2019 - 11.2020
- Managed high-volume patient traffic during peak hours, prioritizing tasks to maintain efficient workflow.
- Provided exceptional customer service, addressing patient concerns and answering questions promptly and professionally.
- Strengthened relationships with healthcare providers by coordinating pre-authorization requirements for various procedures.
- Improved patient satisfaction by efficiently registering patients and verifying their insurance information.
- Verified insurance coverage to confirm patient coverage for necessary medical services.
- Set up patients in system by documenting key data, confirming eligibility, and verifying insurance benefits.
- Implemented an appointment reminder system that resulted in improved attendance rates for scheduled appointments.
- Coded and abstracted medical records according to ICD-10-CM and CPT coding guidelines.
Call Center Representative
InComm
06.2018 - 06.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Processed debit and credit card and electronic check payments.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
BrightPoint Community College
Chester, VASkills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Multitasking
- Time Management
Certification
Additional Professional Experience
Pharmacy Technician II 2019 – 2020
Maniilaq Health Center| Kotzebue, AK
Office Assistant 2005
Carl D. Perkins Job Corps| Prestonsburg, KY
Education
CompTIA A+ Certification 2022
Brightpoint Community College | Chester, VA
Certificates in Business Technology, Office Assistant & Data Entry 2005
Carl D. Perkins Job Corps Center |Prestonsburg, KY
Skills
SeviceNow
CompTIA A+ Skills | Mobile Devices, Networking, Hardware, Software, Cloud Computing, Troubleshooting, Operating systems, Security
Technology| Microsoft Office Suite (Word, Excel, PowerPoint, Access)
Administrative| Office Filing, Data Entry, Document Processing
Languages| French proficiency
Timeline
DMV IT Help Desk
DMV
05.2023 - Current
IT Help Desk Technician
Capital One
12.2022 - 05.2023
Customer Service Representative
Lincare Holdings, Inc Specialty Pharmacy Division
06.2022 - 12.2022
Central Supply Clerk
Saber Healthcare
02.2022 - 05.2022
Pharmacy Technician
CVS Pharmacy
09.2021 - 02.2022
Patient Registration Specialist
Maniilaq Health Center
10.2019 - 11.2020
Pharmacy Technician
Maniilaq Health Center
08.2019 - 12.2020
Call Center Representative
InComm
06.2018 - 06.2019
BrightPoint Community College