Summary
Overview
Work History
Education
Skills
Timeline
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Darya Baeva

Scottsboro,AL

Summary

Experienced and diligent Client Consultant with 4+ years across various roles, concentrated primarily in healthcare services and technological support. Proven ability to troubleshoot and resolve issues efficiently and effectively, ensuring minimal downtime and repeat customer calls for the same issue. Enthusiastic team player ready to contribute to company and team success. Brings positive go-getter attitude and commitment to continuous learning, growth, and excellence.

Overview

4
4
years of professional experience

Work History

Technical Support Advisor

Concentrix
04.2024 - Current
  • Utilize system CRM to navigate customer profiles and send necessary follow-up resources.
  • Assist up to 20+ callers a day with technical concerns regarding mobile devices, login information, and applications.
  • Troubleshooting concerns by running diagnostics and setting up repairs when relevant.
  • Maintaining above metric goal for CSAT of 95%.
  • Resolved 95% of technical support inquiries on first contact by utilizing advanced diagnostic tools and providing comprehensive support to customers.
  • Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.

Customer Service Specialist

Cyncly
05.2023 - 01.2024
  • Utilized Salesforce, Teamsupport, and Outlook to facilitate web customer support as needed.
  • Supported new customers during the onboarding period, including scheduling trainings, for those new to Mozaik software.
  • Contacted up to 200+ clients per day via different platforms and means of communication (text, email, phone).
  • Assisted callers with technical support when possible and escalating to different departments when relevant.
  • Achieved a high customer satisfaction rate by resolving over 200 inquiries per week through the implementation of effective communication techniques and advanced CRM software tools.

Client Consultant

Conduent
10.2021 - 12.2022
  • Provided guidance for clientele on policy and relevant information as related to healthcare accounts.
  • Notated and consistently utilized multiple systems for clients, calls, and detailed notes.
  • Handled high-intensity call volume, up to 80 a day.
  • Answered customers and assuaged concerns warmly and professionally.
  • Analyzed client needs and formulated tailored solutions, increasing client satisfaction scores by 25% over six months using CRM tools such as Salesforce.

Education

High school diploma -

New Century High School
Huntsville, AL
05.2020

Skills

  • Personable (Driven, hard-working, goal-oriented, punctual)
  • Quick Learner (Flexible, thrives under stress, perceptive, multitasker, organized)
  • Friendly (People-oriented, optimistic towards helping others achieve their goals, outgoing)
  • Quality customer support (active listening, empathy, issue troubleshooting, call center operations, patience, attention to detail, time management, organizational skills, multitasking)
  • Troubleshooting (remote support, technical triage, application support, network configuration, desktop support)
  • Software: Duo, Cisco AnyConnect, Outlook, Google Suite, Office 365, Zoom, AnyDesk, ServiceNow, Jabber, Webex
  • Ticketing: Salesforce, Teamsupport, Zendesk, Jira, Hubspot
  • Platforms: MacOS, iOS, Windows (7 and above), Android OS, Linux

Timeline

Technical Support Advisor

Concentrix
04.2024 - Current

Customer Service Specialist

Cyncly
05.2023 - 01.2024

Client Consultant

Conduent
10.2021 - 12.2022

High school diploma -

New Century High School

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Darya Baeva