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
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
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