Drawing and Writing I am the creator, illustrator and writer for my own graphic novel titled "Red Bella"
Bryant Bridgewaters
Rocklin,Ca
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
11
11
years of professional experience
Work History
Chat Technical Support Representative (Remote)
Neon One LLC.
05.2021 - 04.2024
- Provide first line diagnostic/troubleshooting support and technical expertise to answer customer questions on our CRM SAAS product, troubleshoot and resolve issues while maximizing customer satisfaction.
- Utilize our support ticketing and live support system ; Respond to incoming support tickets and live support chats related to technical questions, service incidents, and other issues and keep track of my own support tickets, and follow through to completion.
- Provide accurate and timely support by documenting all issues and resolutions.
- Maintain communications with customers during the problem resolution process.
- Act as a Customer-facing subject matter expert
Vanguard Client Services Representative
Newport Group
01.2020 - 05.2021
- Assisted clients in accordance with regulatory and compliance requirements, IRS/DOL reporting, and ERISA law and understands how those areas impact businesses and their employees
- Provided support to clients through several channels including phone, letters and emails to quickly resolve requests
- Generated and deliver reports to clients
- Coordinated transactions with internal departments and tracks through completion
- Prioritized tasks based on urgency of requests
- Delivered efficient and responsive resolutions in the most effective way possible
- Effectively utilized and navigated internal resources to arrive at the right solution for clients (e.g., computer systems, online resources and client service relationships)
- Completed special projects as needed
- Assisted team with duties and tasks as needed.
L1 Help desk Support Network Analyst
Gap Inc
03.2019 - 01.2020
- Worked remotely from home using ServiceNow to provide high levels of support internally to stores and Gap Inc
- Researched, diagnosed, resolved or escalated technical and procedural issues reported by customers using multiple tools and documented processes
- Used critical thinking skills, and probing questions to identify and resolve issues based on documented troubleshooting
- Clearly logged and assigned tickets as outlined in department documentation
- Owned end to end lifecycle of issues reported, while keeping customers informed when necessary.
- Provided customers with high levels of desktop support that was easy to understand and non-technical.
- Provided quality customer service through communication, composure, empathy, helpfulness, and flexibility.
Clinical Coordination Analyst
Envision Rx
07.2017 - 03.2019
- Researched and corrected errors in letter production and outbound member calling campaigns, Worked with internal and external information technology teams to monitor letter production processes and resolve issues.
- Expedited fulfillment of time constrained approval/denial letters and appropriately log mail dates & times, Responded to routine inquiries from Clinical Operations, Compliance, & Account Management regarding correspondence with members, providers, and pharmacies as applicable
- Participated in testing and implementation phases of clinical business systems projects as needed
- Supported Coverage Determination, Member Reimbursement, Formulary, and Clinical Program mailings and automated call campaigns,
- Compiled data/supporting detail for reporting on letter and call volume,
- Maintained documentation of appropriate clinical business systems procedures for auditing purposes, Worked with existing vendors to identify and implement improvements to existing processes.
- Researched and corrected errors in letter production and outbound member calling campaigns, Other duties as assigned.
Customer Support/ Quality Assurance Analyst
Envision Rx
08.2015 - 07.2017
- Monitored and evaluated inbound and outbound phone calls, texts, and emails across multiple departments to ensure adherence to company policies, regulatory compliance, and service quality standards.
- Compiled detailed reports and provided actionable feedback to management, highlighting trends, areas for improvement, and recommending strategies to enhance performance, customer satisfaction, and operational efficiency.
- Assessed call handling procedures, communication effectiveness, and customer interactions to ensure that all client engagements were accurate, professional, and aligned with compliance requirements.
- Collaborated with cross-functional teams to identify root causes of performance issues and worked closely with management to implement corrective action plans, improving overall team effectiveness and customer experience.
- Trained and mentored team members on best practices for customer interaction, compliance, and call handling techniques, contributing to continuous improvement and professional development within the department.
Customer Service Representative
Envision Rx
08.2015 - 06.2017
- Assisted members over the phone and provided insurance plan information.
- Utilized database to lookup information regarding various Commercial plans and ensure.
- Set up overrides for patients based on their individual insurance plan rules.
- Set-up Prior Authorizations for Physicians.
- Resolved issues for.
- Pharmacies, Physicians and Members to troubleshoot medication claims and find out how to receive paid claims.
- Trained and monitored new employees on different systems.
- Utilized diverse knowledge of proprietary company software to analyze rejections and advise Pharmacies and physicians what is needed for patient to receive their medications.
Customer Service Representative
DealerTrack
06.2013 - 05.2014
- Worked within DealerTrack CRM platform (DealerTrack Services) in assisting, processing and mailing lien releases to customers
- Collaborated Honda financial services, Mopar financing, Citibank, Bank of the West and Santander to verify that vehicles are paid off
- Provided information on the lien release process to customers and advised what is needed in order to obtain a vehicle title from the DMV
- Processed Visa, MasterCard, Discover and AMEX payment methods over the phone and using DealerTrack’s proprietary live virtual portal
- Worked with team members in the title vault to pull and mail vehicle titles to various DMVs nationwide.
Computer Lab Assistant
American River College Learning Resource Center
11.2012 - 06.2013
- Verified Student Identification to grant them access to lab computers.
- Setup new computer workstations in training rooms.
- Assisted Students in navigating ARC’s website and register for classes.
- Issued refunds for printing services.
- Provided information on classes and services offered at Learning Resource Center such as English as a Second Language (ESL) and Math Tutoring.
- Collaborated with Tutors to arrange group study sessions.
- Checked in students in to building and answered phones.
Education
Bachelor of Science - Computer Information Systems, Computer Engineering & Sciences
Florida Institute of Technology
08.2025
Skills
- Staff Training
- MS Office Proficiency
- Windows Vista
- Component Replacements
- Zendesk Proficiency
- Chat Support Proficiency
- Jira Proficiency
- Salesforce Proficiency
- CRM Proficiency
- ServiceNow Proficiency
Interests
Timeline
Chat Technical Support Representative (Remote)
Neon One LLC.
05.2021 - 04.2024
Vanguard Client Services Representative
Newport Group
01.2020 - 05.2021
L1 Help desk Support Network Analyst
Gap Inc
03.2019 - 01.2020
Clinical Coordination Analyst
Envision Rx
07.2017 - 03.2019
Customer Support/ Quality Assurance Analyst
Envision Rx
08.2015 - 07.2017
Customer Service Representative
Envision Rx
08.2015 - 06.2017
Customer Service Representative
DealerTrack
06.2013 - 05.2014
Computer Lab Assistant
American River College Learning Resource Center
11.2012 - 06.2013
Bachelor of Science - Computer Information Systems, Computer Engineering & Sciences
Florida Institute of Technology
Similar Profiles
ANDY GUTIERREZANDY GUTIERREZ
Logistics Manager at Neon Screens LLCLogistics Manager at Neon Screens LLC
SARA MALONEYSARA MALONEY
PERMITTING & BILLING SPECIALIST at City Neon USA, LLCPERMITTING & BILLING SPECIALIST at City Neon USA, LLC
MANIK KADOLKARMANIK KADOLKAR
Purchase Coordinator at Ali & Sons Holding LLCPurchase Coordinator at Ali & Sons Holding LLC