Summary
Overview
Work History
Education
Skills
Timeline
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CORETTA BROWN

Macon,GA

Summary

Highly motivated and customer-obsessed technical support professional with a strong background in troubleshooting, problem-solving, and delivering world-class customer service in fast-paced environments. Experienced in remote and hybrid roles, adept at multitasking while providing seamless assistance across phone, live chat, and email. Known for creative problem-solving and a passion for helping customers succeed. Focused on continuous improvement and team collaboration to enhance service delivery.

Overview

17
17
years of professional experience

Work History

Remote-Tier 2 Alarm Technician

ADT Security
10.2023 - Current
  • Virtually Installed and tested alarm systems in residential and commercial settings via chat, email, phone and video.
  • Configured hardware components, including control panels, sensors, and keypads.
  • Installed and programmed fire alarm panels and related devices.
  • Investigated and addressed false alarms reported by customers.
  • Troubleshot problems with existing alarm systems, determining root causes and implementing corrective actions.
  • Performed repairs on malfunctioning components, restoring devices to original functionality or replacing them as needed.
  • Monitored performance of installed security systems remotely using specialized software tools.
  • Provided instruction to clients on the use and operation of their newly installed alarm systems.
  • Triage and documented tickets of customer interactions in Salesforce.

Remote-Collection Analyst Tier 3

American Express, AMEX
06.2022 - 12.2022
  • Facilitated timely payment collection by processing phone payments and setting up recurring drafts, resulting in reduction in payment delays.
  • Conducted proactive outreach to banks, credit services, and credit bureaus to collect debt information, resulting in increase in successful debt recovery rates.
  • Maintained a high level of customer satisfaction by promptly processing return requests, issuing authorizations, and processing returns documentation, resulting in a 25% reduction in customer complaints.
  • Ensured smooth transaction processes by requesting and verifying financial documents from customers, resulting in increase in transaction accuracy rates.
  • Improved cash flow objectives and increased sales by negotiating payment plans with customers, resulting in increase in revenue and reduction in bad debt write-offs.
  • Conducted basic and preliminary credit analyses, accurately determining creditworthiness and compliance of potential customers.
  • Conducted thorough investigations to resolve billing and payment disputes, and maintained accurate records of all communications with customers.

Remote-Overnight Business Technical Support Tier 2

T-Mobile
02.2018 - 05.2022
  • Demonstrated expertise in issue analysis by successfully triaging, escalating, and resolving issues within established SLAs, resulting in improvement in incident resolution time.
  • Provided timely and effective incident consultation and assistance to internal and external users, resulting in increase in overall customer satisfaction rates.
  • Ensured all parties were informed of incident statuses by delivering regular and timely updates, resulting in reduction in user inquiries and complaints.
  • Maintained meticulous documentation of all support tickets, including detailed notes and completed steps, resulting in improvement in team productivity and accuracy.
  • Successfully supported customer service on a range of products including Dada link, dynamic IP, Static IP, and IOT, resulting in increase in first-call resolution rates.
  • Collaborated with higher tier engineering staff to conduct problem research and documentation, resulting in a 15% reduction in unresolved incidents.
  • Partnered with engineering and product management teams to diagnose and resolve critical, escalated issues, resulting in a 10% improvement in overall product stability and reliability

Remote-AppleCare Advisor

Conduent
03.2016 - 12.2017
  • Conducted thorough research on computer systems and databases to effectively troubleshoot and resolve technical issues with Apple products, resulting in an improvement in an incident resolution time.
  • Provided regular updates to customer on issue resolution progress, resulting in an increase in overall customer satisfaction rates.
  • Supported customers in managing cloud data by providing expert advice and guidance, resulting in an increase in successful data management.
  • Developed and maintained in-depth knowledge of Apple products and systems, enabling quick and efficient issue resolution, resulting in an improvement in customer retention rates.
  • Collaborated with cross-functional teams to identify and resolve recurring technical issues, resulting in an improvement in overall product quality and stability

Account Manager

Customer Elations Answering Service
03.2013 - 05.2016
  • Consulted with customers to resolve service and billing issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Utilized various software systems to facilitate movement, planning and scheduling.
  • Kept detailed and updated records of calls in physical and electronic databases.
  • Tracked changes in computer system to keep records current and accurate.

HIM Technician

Coliseum Medical Center
03.2008 - 03.2013
  • Audited charts to ensure that all pertinent documentation is present and accurate.
  • Performed data entry to update patient information in a timely manner.
  • Executed release of information requests according to established policies and procedures.
  • Assisted in the preparation of documents for filing and scanning into electronic health record systems.
  • Resolved discrepancies in medical records through research or contact with healthcare providers.

Education

Associate of Science - Computer Science And Programming

Georgia Military College
06.2014

Skills

  • Customer Service Excellence
  • Technical Support
  • Problem Solving & Troubleshooting
  • De-escalation & Conflict Resolution
  • Ticketing Systems (ServiceNow, Salesforce, Zendesk, Jira)
  • Incident Management
  • Active Directory & System Administration
  • Process Improvement & Efficiency
  • Effective Multitasking
  • Outstanding Written & Verbal Communication
  • Fintech & SaaS Customer Support

Timeline

Remote-Tier 2 Alarm Technician

ADT Security
10.2023 - Current

Remote-Collection Analyst Tier 3

American Express, AMEX
06.2022 - 12.2022

Remote-Overnight Business Technical Support Tier 2

T-Mobile
02.2018 - 05.2022

Remote-AppleCare Advisor

Conduent
03.2016 - 12.2017

Account Manager

Customer Elations Answering Service
03.2013 - 05.2016

HIM Technician

Coliseum Medical Center
03.2008 - 03.2013

Associate of Science - Computer Science And Programming

Georgia Military College
CORETTA BROWN