Summary
Overview
Work History
Education
Skills
Timeline
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Brishay Francis

Summary

Competent Technical Support Agent, well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.

Overview

5
5
years of professional experience

Work History

Technical Support Representative

Carnival Cruise Lines
04.2022 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Documented support interactions for future reference.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Used ticketing systems to manage and process support actions and requests.

Claims Service Specialist (contract)

Navient
08.2021 - 01.2022
  • Provided exceptional customer service by addressing concerns, answering questions, and explaining complex policy information to clients.
  • Reduced processing time for claims by implementing new organizational strategies and streamlining procedures.
  • Managed high-volume caseloads and prioritized tasks effectively to meet strict deadlines without compromising on quality or accuracy.
  • Adhered to strict confidentiality guidelines when handling sensitive client information, maintaining trust among clients and colleagues alike.
  • Monitored claim trends for potential fraud indicators, contributing to the reduction of fraudulent activity within the company.

Customer Service Representative

Citi Bike
06.2019 - 05.2020
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Used ticketing systems to manage and process support actions and requests.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Customer Service Representative (contract)

AST Fund Solution
01.2019 - 04.2019
  • Collaborated closely with other departments such as corporate governance advisory, enabling integrated support services for clients.
  • Coordinated effectively with transfer agents to ensure seamless processing of votes during proxy solicitations.
  • Improved client satisfaction by delivering comprehensive reports on proxy voting results and recommendations for future initiatives.
  • Provided exceptional customer service to clients by addressing concerns promptly and offering actionable advice on important matters.

Education

Cypress Lakes High School
06.2016

Skills

  • Documentation And Reporting
  • Data Entry
  • Database Research
  • CRM Software
  • Problem Resolution
  • File Management

Timeline

Technical Support Representative

Carnival Cruise Lines
04.2022 - Current

Claims Service Specialist (contract)

Navient
08.2021 - 01.2022

Customer Service Representative

Citi Bike
06.2019 - 05.2020

Customer Service Representative (contract)

AST Fund Solution
01.2019 - 04.2019

Cypress Lakes High School

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Brishay Francis