Arielle Marcus
Rochester
Summary
Technical Support Specialist with over 10 years of extensive expertise in enhancing and resolving complex technical issues. Proficient in Azure, Microsoft Windows, and Apple iOS, with a strong focus on problem-solving and team collaboration. Passionate about leveraging technical skills to foster a supportive and efficient work environment, aiming to continually improve service quality and customer satisfaction.
Experienced with patient registration and access management in healthcare setting. Utilizes strong communication skills to enhance patient interactions and streamline processes. Knowledge of healthcare software and procedures ensures efficient operations and high-quality service.
Overview
11
11
years of professional experience
Work History
Access Associate
Rochester Regional Health - Genesee Internal Medicine
Rochester, NY
01.2021 - Current
- Facilitated patient access through appointment scheduling and registration processes.
- Managed electronic health records, ensuring data accuracy and compliance with regulations.
- Coordinated communication between patients and healthcare providers to enhance service delivery.
- Streamlined patient flow by optimizing scheduling practices, reducing wait times effectively.
- Monitored insurance verification processes to ensure eligibility prior to appointments.
- Maintained a welcoming environment for patients, addressing their concerns with empathy and professionalism.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Delivered support to medical staff in completion of patient paperwork.
- Responded to inquiries by directing calls to appropriate personnel.
Technical Support Specialist
Home Depot
Remote
08.2017 - 01.2021
- Responding to incoming associate inquiries in a high-volume inbound call center via telephone
- Providing technical support, assisting with access issues and Tier 2 troubleshooting for software and network issues.
- Enhancing resolution rates and improving overall call center efficiency.
- Streamlined troubleshooting processes, resulting in noticeable gains in first-call resolution and reduced wait times for associates.
- Analyzed call patterns to identify recurring issues, leading to proactive solutions that minimized future technical problems.
- Fostered teamwork by sharing best practices with peers, strengthening knowledge sharing and improving service quality.
- Implemented a knowledge base for common technical issues, empowering associates with quick self-service solutions and enhancing support efficiency.
Ticket/Gate Agent
United Airlines
Rochester, NY
05.2015 - 08.2017
- Ensure and enforce all Federal Aviation Administration (FAA) and Department of Transportation (DOT) compliance requirements
- Provide information regarding flight times, ticket pricing, policies, and other related information
- Properly tagging bags to ensure routing to the correct destination
- Use passenger seating chart, manifest and view flight schedules
- Announce flight information using microphone/loudspeaker
- Coordinate standbys, monitor cabin availability, and board passengers accordingly for an on-time departure in a time strained environment
- Operate jet way equipment and aircraft door for plane arrival and departures
Education
High School Diploma -
Dunwoody High School
Dunwoody, GA05-2014
Bachelor Degree - Psychology
University of Arizona Global Campus
Remote02-2027
Skills
- Azure
- Chrome
- Microsoft Office
- Microsoft Windows
- Apple iOS
- Team Collaboration
- Data Analysis
- Time Management
- Customer Retention
- Data entry proficiency
- Customer service
- Multitasking and organization
- Relationship building
- Phone and email etiquette
- Policy understanding
- Quality assurance
- Eligibility determination
- System updating
- Referral coordination
- Teamwork and collaboration
- Time management
- Attention to detail
- Calm and effective under pressure
- Multitasking
- Multitasking Abilities
- Critical thinking
- Organizational skills
- Active listening
- Effective communication
- Decision-making
- Documenting and recording information
Languages
English
Timeline
Access Associate
Rochester Regional Health - Genesee Internal Medicine
01.2021 - Current
Technical Support Specialist
Home Depot
08.2017 - 01.2021
Ticket/Gate Agent
United Airlines
05.2015 - 08.2017
High School Diploma -
Dunwoody High School
Bachelor Degree - Psychology
University of Arizona Global Campus
Personal Information
Title: Technical Support Specialist