Dotty Halladay
Cleveland
Summary
Experienced Customer and Technical Support Representative with strong background in resolving complex technical issues, enhancing operational efficiency, and optimizing customer satisfaction. Exhibit adeptness in software troubleshooting, network configuration, and IT service management protocols. Demonstrated ability to guide clients through step-by-step solutions while maintaining high engagement levels. Proven capacity for proactive problem-solving, critical thinking, and strategic planning contributes to improved business productivity.
Overview
10
10
years of professional experience
Work History
Customer Service & Tech Support Representative
HBI
Cleveland
09.2022 - Current
- Participated in special projects as assigned by management team.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Troubleshot customer inquiries related to software and hardware issues.
- Provided technical assistance to customers through phone, email and chat support.
Claims Representative /Senior Customer Service Representative
Kaleido Health
Syracuse
08.2019 - 09.2022
- Processed a high volume of claims efficiently while maintaining quality standards.
- Documented changes in claim statuses using specialized software systems.
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
- Interpreted legal documents such as contracts or court orders when evaluating claims for payment.
- Resolved complex discrepancies in policyholder files to facilitate accurate claim processing.
- Analyzed customer issues to identify root cause and provided appropriate solutions.
- Participated in weekly meetings with senior staff members discussing progress of ongoing projects.
- Conducted regular follow-up calls with customers to ensure their satisfaction with services provided.
- Investigated unusual or complex customer requests and escalated them as necessary to higher levels of expertise within the organization.
- Ensured that all customer inquiries were responded to promptly and accurately.
Business & Quality Assurance Analyst
CUR Media
New York
06.2015 - 08.2019
- Developed training materials to help new staff members understand the quality assurance process.
- Created detailed reports summarizing QA activities, identified problems, and recommended solutions.
- Updated and maintained databases with current information.
- Analyzed trends in customer service issues identified through call monitoring activities.
- Provided guidance on how best to resolve customer inquiries or complaints quickly and effectively.
- Maintained up-to-date records of all monitored calls, including audio recordings, notes, and other relevant data points.
Education
Bachelor of Science - Computer And Information Sciences
State University of New York
NY12-2006
Skills
- Technical troubleshooting
- Remote access tools
- Software support
- Claim processing
- Customer communication
- Documentation management
- Quality assurance
- Data analysis
- Customer relationship management
- Problem solving
- Team collaboration
- Project management
- Customer service expert
- Active listening
- Remote support
- Call center operations
- Decision-making
- Complaint resolution
- Account management
- Technical issues analysis
- Ticket management
- Service support
- Customer success management
- Issue escalation
- MS office proficiency
Timeline
Customer Service & Tech Support Representative
HBI
09.2022 - Current
Claims Representative /Senior Customer Service Representative
Kaleido Health
08.2019 - 09.2022
Business & Quality Assurance Analyst
CUR Media
06.2015 - 08.2019
Bachelor of Science - Computer And Information Sciences
State University of New York