Ave Maria Bordenave Carter
Nashville,TN
Summary
Knowledgeable and dedicated customer service and technical support professional with extensive experience in customer service and technical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
American Fidelity
Remote
07.2022 - 03.2023
- Effectively answer high volume of calls, emails, and chats, on various aspects of participants plans, for first call resolution including complaints and de-escalations, also follow up to member
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Process payments for members to reconcile for substantiations and read off for pre-authorization
- Exhibit strong verbal and written communication skills via email and phone
- Experience in environment where calls are monitored and scored as well as metrics applied to individual and team performance reporting through (CRM) Customer Relationship Management application and cloud-based technology (Zendesk, Amazon Connect)
- Processed customer service orders promptly to increase customer satisfaction.
- Managed over 50 customer calls per day.
Nurse Advocate Coordinator
Trusted Health
Remote
11.2021 - 12.2022
- Supported, assisted, and guided travel nurses before, during, and after development of their professional travel nursing profile
- Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
- Tracked, researched, and assessed trends in inquiries, communications, and internal systems and communicated each to appropriate team members as necessary.
- Collaborated with leadership to devise initiatives for improving nursing satisfaction and retention morale.
- Managed over 50 customer calls per day.
Onboarding Specialist
Expensify
Remote
03.2022 - 06.2022
- Inbound calls with onboarding, troubleshooting, and supporting customers with dashboard and product as well as call backs that were requested by customer through queue
- Manage customer account configurations for new and existing clients ensuring customers roll out product features correctly
- Wrote surveys, course material and handbooks for different onboarding needs.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
- Developed and implemented onboarding and orientation programs for new employees.
- Led professional and thorough orientation sessions, introducing new hires to key company information.
- Managed over 30 customer calls per day.
Customer Care Team Leader
Zuhoo
Remote
10.2021 - 01.2022
- Supported customers with ticket-based inquiries during holiday season
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Navigated customer profiles, accounts, and tech interaction through variety of virtual databases
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Increased sales by 6%
Technical Specialist
SimplrFlex
Remote
03.2021 - 11.2021
- Conduct regular monitoring and reviews of system usage to ensure that employees use equipment appropriately, according to company employee handbooks
- Identify and repair complex operational problems with work-issued equipment based on customer feedback and needs
- Authored best practices documentation for use in new personnel onboarding processes.
- Recommended technology upgrades to improve client security.
- Strong troubleshooting knowledge for common software errors in Microsoft Windows and Apple macOS
- Intermediate troubleshooting knowledge in Linux.
- Managed over 80 customer chats and emails per day
- Improved systems with addition of new features and infrastructure
- Trained users on desktops, laptops and mobile devices
Electronic Technician Specialist
SLB
Youngsville, LA
05.2019 - 02.2020
- Troubleshoot and repair electronic systems by testing various electronic systems or instruments
- Researched and identified solutions to technical problems.
- Perform preventative maintenance
- Developed and implemented preventive maintenance procedures.
- Monitored system performance to identify potential issues.
- Installed, configured and maintained computer systems and network connections.
Operations Coordinator
STEM NOLA
New Orleans, LA
05.2018 - 02.2019
- Guided students through build of wind turbines and explained purpose of turbine's rotor, drive train, and tower
- Led students' instruction of motion, force, acceleration, and friction as built motor-controlled cars
- Guided students through build of solar panels and explained purpose of panels position, angle, and charge.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Oversaw day-to-day operations of large teams across several sites.
Program Leader
The 1881 Institute of Technology
New Orleans, LA
05.2016 - 08.2018
- Trained high school students how to test and troubleshoot digital and analog circuits
- Including diagnosing causes of electrical malfunction or failure of operational equipment and performing preventative and corrective actions
- Increased students' literacy in reading electrical schematics and use of various test equipment
- Designed and implemented high-speed analog and digital circuits such as incorporating 555 timers into simple and advance circuits controlling LEDs
- Introduced students to various circuit simulation software
- Oversaw safety requirements, inspection, and certification procedures to facilitate annual licensing review.
- Attended professional meetings and conferences to maintain and improve professional competence.
Education
Associate of Science - Electrical, Electronic and Communications EngineeringTechnology/Technician
Delgado Community College
New Orleans, LA05.2018
Skills
- Team Leadership
- Team Management
- Teaching
- Leadership
- STEM
- Wireless Technologies and Remote Sensing
- Customer Relations
- Process Optimization
- Customer Order Management
- Application Installation
- Performance Optimization
- Telephone etiquette
- Excellent written and oral communication
- Good communication skills
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Trained and led technical support teams of more than 5 support specialists.
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Customer Service Specialist
American Fidelity
07.2022 - 03.2023
Onboarding Specialist
Expensify
03.2022 - 06.2022
Nurse Advocate Coordinator
Trusted Health
11.2021 - 12.2022
Customer Care Team Leader
Zuhoo
10.2021 - 01.2022
Technical Specialist
SimplrFlex
03.2021 - 11.2021
Electronic Technician Specialist
SLB
05.2019 - 02.2020
Operations Coordinator
STEM NOLA
05.2018 - 02.2019
Program Leader
The 1881 Institute of Technology
05.2016 - 08.2018
Associate of Science - Electrical, Electronic and Communications EngineeringTechnology/Technician
Delgado Community College