Celeste Freeman

• Troubleshooting basic end user issues on various software, applications, hardware, network and telecommunications systems to provide basic desktop support
• Verified caller’s identity before discussing user’s account information
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Engaged in user support interactions via telephone, chat and email platforms.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
• Resolved common user concerns by utilizing preset issue resolution scripts.
• Diagnosed and resolved user system functionality issues to enable completion of desired operations.
• Answered customer telephone calls promptly and appropriately handled needs.
• Answered multi-line phone system and enthusiastically greeted callers.

• Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
• Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
• Assessed customer needs and utilized suggestive selling techniques to drive sales.
• Engaged with customers to effectively build rapport and lasting relationships.
• Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
• Listened to customer needs and desires to identify and recommend optimal products.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
• Monitored customers for signs of security concerns and escalated issues to management.

• Resolved customer issues quickly and notified supervisor immediately when problems escalated.
• Answered multi-line phone system and transferred callers to appropriate department or staff member.
• Completed data entry and filing to keep records updated for easy retrieval.
• Trained new team members on company procedures, customer service and issue resolution.
• Handled assignments independently with good judgement and critical thinking skills.
• Confirmed appointments, communicated with clients, and updated client records.

-Explaining details, VBA rating decisions and providing explanations for the decision using extensive knowledge of the VA benefits and services, claim and appeal processing procedures.

-Prepares technical correspondence to the Veterans and their dependents providing benefit information, representation rights and response to miscellaneous inquiries.

-Initiates inquires to resolve errors, delays, or other problems in obtaining benefits. Completes claim and appeal related work.

-Assists with programs include, but are not limited to, compensation and pension benefits, home loan eligibility, education, health care, life insurance, burial benefits, vocational rehabilitation services, general Social Security administration benefit programs, other federal, state, and local domestic relations, and assistance programs.