Gabriella Coffie
Bowie,MD
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, & satisfied customers. Excellent instructional and problem-solving skills reducing concerns related to new technology. Organized ,dependable, & successful at managing multiple priorities with a positive attitude.
Overview
7
7
years of professional experience
Work History
Account Coordinator
Shift4 Payments
, USA
03.2020 - Current
- Communicate regularly with clients to provide product updates and technical support
- Address and solve any question clients may have
- Creating work schedules and project plans to meet deadlines
- Follow up to make sure their devices are up and running.
- Assisted in developing and implementing business improvement programs to bring gradual, ongoing improvements to products, processes and services.
- Updated internal databases with account information to maintain concise, clear records.
- Produced revenue and expense projections and enrollment results for internal and external distribution.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Updated internal databases with account information to maintain concise, clear records
Scheduling Coordinator
United Healthcare
Columbia, MD
07.2019 - 12.2019
- Regularly met and exceeded scheduling targets of 30 patients per day
- Utilized eligible patients to schedule in-home preventive care appointments to avoid expensive medical treatments
- Explained procedures to patients to reduce anxieties and increase patient cooperation
- Promoted available products and services to patients during calls to increase engagement and service diversification
Tech Support/Sales Agent
Comcast
Silver Spring, MD
12.2017 - 05.2019
- First point of contact for generating action tickets based on incoming users and then seeing those tickets through to resolution
- Provided over-the-phone troubleshooting support to help end users set up or re-configure cable boxes and reset WIFI routers
- Documented calls within internal ticketing system, provided detailed breakdown of support and created tickets for escalation
- Followed up with customers to verify optimal satisfaction following support engagement and problem resolution
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Configured hardware, devices and software to set up work stations for employees.
- Patiently walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
Computer Sales Representative
Bestbuy
Silver Spring, MD
09.2014 - 11.2017
- Successfully converted more than 50% of inquiries into sales
- Identified and recommend specific products and devices based on customer need and budget
- Performed live demonstrations of devices and to help the customer understand functions and how it may be beneficial to their lifestyle which led to increase in sales
- Maintained updated knowledge of products, services and best selling practices
- Configured Hardware, devices and software to set up for demonstration purposes
Education
CompTia Security+ certificate -
10.2020
Google IT Professional Certification -
Coursera
1.2020
High School Diploma -
Charles Herbert Flowers High School
Springdale, MD05.2010
Skills
- Hardware Configurations
- Operating System Installation
- Technical Troubleshooting
- TCP/IP Communications
- Windows and Linux Filesystems Navigation
- Directory Services
- User Training & Support
- Documentation & Reporting
- Microsoft Office 365 Deployment/Administration
- Problem Solving
Timeline
Account Coordinator
Shift4 Payments
03.2020 - Current
Scheduling Coordinator
United Healthcare
07.2019 - 12.2019
Tech Support/Sales Agent
Comcast
12.2017 - 05.2019
Computer Sales Representative
Bestbuy
09.2014 - 11.2017
CompTia Security+ certificate -
Google IT Professional Certification -
Coursera
High School Diploma -
Charles Herbert Flowers High School
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