Summary
Overview
Work History
Education
Skills
Timeline
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DANIELLE MELLON

Dallas,GA

Summary

My objective is to gain experience in Information Technology with an organization that offers opportunities for career growth. Experienced in providing software support to users and developing and implementing technical solutions. 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

7
7
years of professional experience

Work History

Customer Support Specialist

UnitedHealthcare
06.2021 - 08.2023
  • Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
  • Contact care providers (doctor’s offices) on behalf of the customer to assist with appointments, scheduling or connections with internal specialist for assistance
  • Assist customers in navigating the website to encourage and reassure them to be self-sufficient
  • Researched explanation of benefits (EOB’s) and/or denials in systems in order to assist patients and explain balances
  • Route telephone calls and mail to appropriate department resource for follow up on problem accounts
  • Assisted clinics, referring doctors, attorneys, insurance companies and patients responsible parties with general questions.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Customer Support Associate

Home Depot
09.2019 - 12.2020
  • Handles incoming calls or inquiries from customers
  • Assists customers effectively by solving customer disputes
  • Provides customer additional information or explanation of services
  • Discusses products offered and ensures customer satisfaction
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Provided seller support on refunds, posted feedback and policy changes.
  • Communicated with vendors regarding backorder availability, future inventory, and special orders.
  • Issued credits for contested returns, shipping fees and damaged merchandise.
  • Answered questions regarding seller inventory, shipping, payments and buyer complaints.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.

Technical Support Specialist

Concentrix, Turbo Tax
11.2017 - 04.2019
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
  • Documented calls using service now
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Responded to support requests from customers and patiently walked individuals through basic troubleshooting tasks.
  • Facilitated the seamless printing of tax forms and downloading of software applications
  • Assisted customers in the installation and configuration of the app on both iOS and Android platforms


Technical Support Representative

Computer Generated Solutions, Toshiba
04.2016 - 05.2017
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Assists home user working remotely using VPN GlobalProtect
  • Managed high levels of call flow and responded to technical support needs.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Responded to customer inquiries and provided technical assistance over phone and in person
  • Provide how to questions for Microsoft Office365 apps; such as Word, Excel and Outlook. Setup network printing and configuring PC’s with appropriate drivers and software.
  • Assists user remotely using Bomgar with various issues.
  • Manage and Add Active Directory content; such as user account, computer account, security groups and application specific attributes

Education

Media Communications And Technology -

Full Sail University
Orlando, FL
2016

Support Technician Training Program -

Novi High School
Novi, Michigan
06.2012

Skills

  • Jira
  • Help desk
  • Microsoft 365
  • IOS
  • Ventura - Mac OS
  • Virtual Environments
  • Oracle
  • Excel
  • Break/fix support
  • Active Directory
  • Basic computer skills-Expert
  • Technical Support Customer Situations-Expert
  • Call Center Customer Service-Expert

Timeline

Customer Support Specialist

UnitedHealthcare
06.2021 - 08.2023

Customer Support Associate

Home Depot
09.2019 - 12.2020

Technical Support Specialist

Concentrix, Turbo Tax
11.2017 - 04.2019

Technical Support Representative

Computer Generated Solutions, Toshiba
04.2016 - 05.2017

Media Communications And Technology -

Full Sail University

Support Technician Training Program -

Novi High School

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DANIELLE MELLON