Gena Fisher
Summary
Detail-oriented customer service representative with over twenty years of experience. Action-oriented and accountable, able to communicate professionally and effectively with customers, team members, and management.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Employment Program Representative
Employment Development Department
San Bernardino, CA
05.2024 - Current
- Assisted claimants with completing the application process for Unemployment Insurance benefits via phone and off-phone tasks.
- Identified and alleviated common barriers to payment via off-phone work items, web correspondence, and phone interactions with claimants.
- Ensured compliance with all relevant regulations governing the administration of benefit programs at both federal and state levels.
- Resolved claimant complaints and inquiries with empathy, resulting in increased trust in state departments.
- Advised claimants on the appeals process for Unemployment Insurance disqualifications.
Internet Repair Specialist
Charter Communications/Spectrum
03.2023 - 11.2023
- Over-the-phone technical troubleshooting of residential internet and video products.
- Assistance with billing and payments, order entry, and product education.
- Handling of escalated call scenarios.
Member Services Representative
Wawanesa Mutual Insurance Company
08.2020 - 09.2022
- Assist policyholders with their personal automobile, renters, and valuable personal property policy quotes, questions, changes, and payments.
- Walk policyholders through registering for and navigating the company website.
Member Services Representative
Sitel
06.2019 - 08.2020
- Assist policyholders with their personal automobile, renters, and valuable personal property policy quotes, questions, changes, and payments.
- Walk policyholders through registering for and navigating the company website.
Customer Service Admin
Conduent Business Services
01.2018 - 07.2018
- Process payments for toll crossings and violations for the State of California Bay Area Toll Authority.
- Perform courtesy waivers of certain violations within departmental operating standards and procedures.
- Education regarding DMV dispute processes.
Substitute Teacher
Southwest Independent School District
01.2015 - 12.2017
- Deliver classroom instruction in lieu of regular teacher, following pre-assigned curriculum plan.
- Supervision of elementary school classrooms, cafeterias, and recess areas.
Commercial Lines MSR
Nationwide Mutual Insurance Co.
03.2016 - 08.2016
- Assist policyholders, agents, and underwriters with adjusting commercial insurance policies.
- Assist with premium and payment-related queries.
Technical Support Supervisor/Team Lead
Transcom North America
03.2015 - 03.2016
- Coach, mentor, and lead a team of 15-18 customer service and Tier 1 technical support representatives.
- Accountability for team performance as measured through KPI such as AHT, ACW, Hold Time, QA review, Schedule Adherence, etc.
- Talent acquisition and recruiting duties when needed.
Senior CSR II- Medical/Surgical
Becton Dickinson and Company
11.2013 - 04.2014
- Telephone and email product and order support of medical-surgical, pre-analytical system, and diagnostic medical supplies.
- Entry of service complaints, return requests, and billing/invoicing escalation issues.
- Order tracking and order entry support via telephone, email, and fax.
Senior Technical Specialist II
Medtronic Diabetes
08.2010 - 11.2013
- Technical troubleshooting of insulin pumps, continuous glucose monitoring systems, and patient data management software.
- Adherence to FDA and HIPAA regulations and policies.
- Part of pilot and quality team for Work at Home program.
Technical Support Representative
Transcom North America
09.2009 - 07.2010
- Technical troubleshooting of high-speed internet, VoIP telephone services, and cable television services.
- Occasional handling of escalations and providing floor support to other technical support agents.
Education
High School Diploma -
Apple Valley Senior High School
06.2002
BS - Business Management, Human Resources
Western Governors University
03.2024
Skills
- Client relationship building
- Data-driven decision making
- Multicultural sensitivity
- Customer service
- Data entry
- Written and oral communication
- Call center operations
- Technical troubleshooting
- Eligibility determination
- Team leadership
- Time management
- Task delegation
- Goal setting
- Multitasking and organization
Timeline
Employment Program Representative
Employment Development Department
05.2024 - Current
Internet Repair Specialist
Charter Communications/Spectrum
03.2023 - 11.2023
Member Services Representative
Wawanesa Mutual Insurance Company
08.2020 - 09.2022
Member Services Representative
Sitel
06.2019 - 08.2020
Customer Service Admin
Conduent Business Services
01.2018 - 07.2018
Commercial Lines MSR
Nationwide Mutual Insurance Co.
03.2016 - 08.2016
Technical Support Supervisor/Team Lead
Transcom North America
03.2015 - 03.2016
Substitute Teacher
Southwest Independent School District
01.2015 - 12.2017
Senior CSR II- Medical/Surgical
Becton Dickinson and Company
11.2013 - 04.2014
Senior Technical Specialist II
Medtronic Diabetes
08.2010 - 11.2013
Technical Support Representative
Transcom North America
09.2009 - 07.2010
BS - Business Management, Human Resources
Western Governors University
High School Diploma -
Apple Valley Senior High School