Desireah Hughes
San Tan Valley,AZ
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering over 10 years of experience in Customer Service.
Overview
10
10
years of professional experience
Work History
Support Specialist
Mastermind.com
Scottsdale, AZ
12.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Coordinated training sessions for new employees, enhancing onboarding processes and knowledge retention.
- Developed and maintained comprehensive knowledge of products to enhance customer support experience.
- Trained new team members on company policies and customer service protocols for improved team efficiency.
- Analyzed customer interactions to streamline processes and improve response times across support channels.
- Collaborated with cross-functional teams to address complex issues, ensuring seamless resolution for customers.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Resolved complex technical issues for customers through troubleshooting and problem-solving expertise.
- Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
- With exceptional attention to detail, identified recurring issues allowing the company to address underlying causes proactively.
Claims Analyst II
Principal Financial Group Inc
Des Moines, IA
10.2023 - 12.2024
- Reviewed customer claims to identify discrepancies and determine appropriate resolutions, ensuring accurate processing.
- Reviewed customer claims, identified discrepancies and determined appropriate course of action.
- Reviewed appeals filed by claimants who were dissatisfied with initial decisions made concerning their cases.
- Verified documents to ensure accuracy of information provided by customers.
- Maintained accurate records of all claim activities in accordance with company policies.
- Advised customers on filing requirements and documentation necessary for claims, enhancing customer understanding and compliance.
- Researched applicable laws and regulations related to insurance policies and procedures.
- Prepared recommendations for management on potential liability exposures related to claims, supporting informed decision-making.
Central Support Specialist
Cardinal Financial
San Tan Valley, AZ
09.2020 - 08.2023
- Documented customer interactions and contact information, enhancing data accuracy in company database.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Maintained positive working relationship with fellow staff and management.
- Mentored new employees on procedures and policies to maximize team performance.
- Utilized probing questions to effectively assess client requirements. to determine service needs and accurately input information into electronic systems.
- Managed inbound communication to provide prompt customer service., chats and emails to facilitate customer service.
Account Resolution Specialist
Wells Fargo
San Bernardino, Ca
03.2017 - 09.2020
- Documented customer interactions and actions taken to ensure accurate account resolution
- Monitored aging accounts and reached out to customers to discuss payments
- Completed in-depth research to investigate claims and resolve problems
- Assessed individual situations and developed effective and appropriate resolutions
- Negotiated arrangements to manage defaults, payment plans or full remittance of balance owed
- Managed high-volume of inbound calls to effectively reconcile delinquent accounts
- Maintained excellent attendance record, consistently arriving to work on time.
Education
High School Diploma - High School Diploma
Urbandale Highschool, Walnut Creek Campus
IAGoogle I.T. Support Certificate - Information Technology
Coursera
02-2026
Skills
- Customer Support
- Technical Support
- Problem resolution
- Process improvement
- Issue and resolution tracking
- Training and coaching
- Support services
- Trend analysis
- Help desk support
- Active Listening
- Relationship development
- Empathy and patience
Timeline
Support Specialist
Mastermind.com
12.2024 - Current
Claims Analyst II
Principal Financial Group Inc
10.2023 - 12.2024
Central Support Specialist
Cardinal Financial
09.2020 - 08.2023
Account Resolution Specialist
Wells Fargo
03.2017 - 09.2020
High School Diploma - High School Diploma
Urbandale Highschool, Walnut Creek Campus
Google I.T. Support Certificate - Information Technology
Coursera