Arnesa Clark
Durham,NC
Summary
Companionable and dedicated Tech Support Specialist with 9+ years of experience responding to customer inquiries, analyzing customer needs, and resolving technical issues. Proficient in providing telephonic/email support, maintaining details in ticket tracking systems, enhancing help desk quality, and researching support requests.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
BC Forward
12.2023 - Current
- Answer incoming phone calls, chats, and/or emails regarding Medicaid
- Conduct outreach phone calls and/or emails
- Provide outstanding customer service
- Recognize and follow call flows with scripts
- Research and review customer inquiries
- Research information using multiple systems
- Relay research findings and outcomes to customers
- Identify and escalate appropriate issues
- Clearly document call information and encounters in call logs
- Recognize and alert management of risk and trends
- Quickly transition from one task to another
- Maintain a professional demeanor.
Tech Support Specialist WFH
Kelly Services - Tory, MI
04.2023 - 11.2023
- Interact with customers in response to inquiries, concerns, and requests about products and services
- Gather customer/product information and determine the issue by analyzing the symptoms
- Diagnose and resolve technical issues involving internet connectivity, email, application downloads, etc
- Research using available resources, including article database systems
- Complete training to stay current with system information, changes, and updates
- Participate in frequent 1:1 classroom video coaching sessions with leadership
- Exemplary attendance and punctuality.
Tier II Client Success Specialist
Credible Operations Inc - Durham, NC
08.2018 - 02.2022
- Followed all company policies and procedures to deliver quality work
- Listened and responded to customer requests and forwarded necessary information to superiors
- Interpreted clients' needs and introduced services to fit specific requirements
- Attended training programs to deepen professional skill sets and assisted in training fellow store associates on existing and new training programs
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
Early Stage Specialist
SETERUS INC C/O IBM - Durham, NC
06.2016 - 08.2018
- Negotiated to collect the balance in full
- Delivered exceptional customer service on collection calls and maintained a calm and professional demeanor
- Processed payments and applied them to customer balances
- Counseled debtors on payment options and arranged installment agreements
- Achieved performance goals consistently
- Maintained a high volume of calls and met the demands of a busy and productive group
- Used probing techniques to determine debtors' reasons for delinquency
- Researched accounts and completed due diligence to resolve collection problems
- Monitored accounts for compliance with established payment plans and flagged non-compliance
- Handled several outbound and inbound calls daily to collect owed debt
- Worked in call center environment handling manual and automatically dialed outbound calls
- Used skip tracing and other techniques to locate debtors
- Trained new team members on scripts, company services, and collection strategies
- Recorded all information regarding the financial status of customers
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure
- Processed immediate payments after conducting thorough research and analysis of accounts.
Customer Care Agent
Xerox, ACS - Raleigh, NC
04.2014 - 06.2016
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction
- Responded to customer needs through competent customer service and prompt problem-solving
- Assisted call-in customers with questions and orders
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information
- Coordinated timely responses to online customer communication and researched complex issues
- Logged call information and solutions provided into an internal database
- Achieved long-term business objectives by analyzing customer feedback for process improvements.
Cashier
Rite Aid - Durham, NC
02.2011 - 11.2011
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Issue receipts, refunds, credits, or changes due to customers
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
- Greet customers entering establishments
- Maintain clean and orderly checkout areas
- Utilize cash registers or optical price scanners.
Cashier
Roses - Durham, NC
10.2009 - 09.2010
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Issue receipts, refunds, credits, or provide change due to the customers
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
- Greet customers entering establishments
- Maintain clean and orderly checkout areas.
Education
Bachelors Degree in Criminal Justice -
Strayer University - Herndon, VA
03.2024
Associates Degree in Criminal Justice -
Everest University Online - Orlando, FL
07.2015
High school diploma -
Riverside High School - Durham, NC
06.2009
Skills
- Teamwork
- Analysis Skills
- Troubleshooting
- Microsoft word
- Time management
- Communication skills
- Network Support
- Computer literacy
- Software Troubleshooting
- English
- Microsoft Windows
- Collaboration
- Technical Support
- Microsoft excel
- Customer service
- Operating Systems
Timeline
Customer Service Representative
BC Forward
12.2023 - Current
Tech Support Specialist WFH
Kelly Services - Tory, MI
04.2023 - 11.2023
Tier II Client Success Specialist
Credible Operations Inc - Durham, NC
08.2018 - 02.2022
Early Stage Specialist
SETERUS INC C/O IBM - Durham, NC
06.2016 - 08.2018
Customer Care Agent
Xerox, ACS - Raleigh, NC
04.2014 - 06.2016
Cashier
Rite Aid - Durham, NC
02.2011 - 11.2011
Cashier
Roses - Durham, NC
10.2009 - 09.2010
Bachelors Degree in Criminal Justice -
Strayer University - Herndon, VA
Associates Degree in Criminal Justice -
Everest University Online - Orlando, FL
High school diploma -
Riverside High School - Durham, NC
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