Augustine Mukoka
Frisco,TX
Summary
Experienced professional in technical support and customer care, adept at accurately addressing customer inquiries, troubleshooting technical issues, and providing exceptional customer service. Demonstrated ability to maintain a professional demeanor while assisting customers and effectively applying established customer service methods.
Overview
10
10
years of professional experience
Work History
Help Desk Representative
NCR
Frisco, TX
10.2023 - Current
- As a Helpdesk Support agent, I am responsible for offering stellar customer service, applying a combined skill-set of active listening, adapting to trends, promoting collaboration among team members, and demonstrating empathy while using various channels that require prompt action to resolve issues clients encounter when interacting with All Point Automated Teller Machines (ATMs). I also maintain a positive and professional attitude when handling tech support tickets that require dispatching agents to service areas.
Patient Support Specialist
Teladoc
Lewisville, TX
09.2018 - 03.2023
- Joined Teladoc as a member service specialist, responsible for helping clients schedule virtual visits and resolve RX issues they encountered during their interactions with physicians. Thereafter, I was promoted to the position of a Patient Support Specialist in which role I offered tech support service to clients who had scheduled virtual visits by assisting them in navigating electronic devices before their virtual interactions with physicians, resetting passwords, helping retrieve login details, and researching insurance eligibility benefits.
Center Consultant
FedEx
Frisco, TX
01.2015 - 09.2018
- Maintained accurate records of all client interactions and was responsible for managing a corporate store. Duties included handling printing orders, shipping, and designing presentations, posters, and business cards.
Education
Bachelor of Arts - Arts, Technology & Emerging Media (ATEC)
The University of Texas At Dallas
Richardson, TX12-2023
Associate of Arts - Communications
Richland College
Dallas, TX12-2018
Skills
- Service ticket tracking
- Report creation
- Operating systems
- Training abilities
- Report Generation
- Documentation
- Remote Support
- Customer Education
- Security awareness
- Technical Support
- Escalation management
- Report Preparation
- Online Chat Support
- Incoming Call Management
- Technical Troubleshooting
- Problem-Solving
- Regulatory Compliance
- Web Technologies
- Call Center Operations
- Multitasking
- Analytical Thinking
Accomplishments
- January/February 2021 – Successful performance review (Teladoc)
- January-August 2020 – Maintained an excellent performance record September 2019 – Q3 Elite Agent
- September 2019 – Employee of the Month
- June 2019 – Q2 Elite Agent
- January & February 2019 – Master Agent
- November 2018 – Master Agent
Mentor
- Planning, formulating and assessing goals for the mentees.
- Guiding mentees within the corporate center operations.
- Conducting progress review conferences with mentees and their designated managers.
- Evaluating success of training material and recommending improvements to upper management.
- Reviewing and editing training material for accuracy and company policy compliance.
Languages
English
Full Professional
Swahili
Professional
Bemba
Professional
References
References available upon request.
Timeline
Help Desk Representative
NCR
10.2023 - Current
Patient Support Specialist
Teladoc
09.2018 - 03.2023
Center Consultant
FedEx
01.2015 - 09.2018
Bachelor of Arts - Arts, Technology & Emerging Media (ATEC)
The University of Texas At Dallas
Associate of Arts - Communications
Richland College