Summary
Overview
Work History
Education
Skills
Timeline
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Gerard Albury

Plantation,Florida

Summary

Customer service professional focused on enhancing customer satisfaction and driving company success. Proven track record in managing high volumes of inbound calls while maintaining strong customer relationships. Proficient in CRM systems with exceptional active listening and multitasking skills.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Optum RX
11.2022 - Current
  • Proficiently utilized computer applications, demonstrating a strong aptitude for learning new systems.
  • Assisted customers with inquiries about prescription medications and services.
  • Processed prescription orders efficiently using pharmacy management software.
  • Provided excellent customer service to resolve customer complaints promptly.
  • Developed strong customer relationships to encourage repeat business.
  • Collected deposits or payments and arranged for billing.

Customer Support Specialist

New Mexico Human Services Department
11.2021 - 11.2022
  • De-escalated tense customer disputes to achieve positive resolutions and high satisfaction rates.
  • Documented and resolved customer inquiries utilizing Salesforce ticketing system.
  • Guided residents through SNAP, TANF, and Medicaid applications in New Mexico.
  • Trained new staff on customer support procedures and tools for improved efficiency.

Fraud Analyst

Maryland Unemployment Department
08.2021 - 11.2021
  • Utilized advanced fraud detection tools to identify and prevent fraudulent unemployment claims.
  • Managed fraud cases from initiation to resolution, ensuring accurate documentation and timely follow-up.
  • Monitored case progress through tracking systems, coordinating with departments for efficient resolution.
  • Investigated suspicious activities using database tools and case management systems.
  • Provided testimony in hearings concerning fraudulent unemployment claims disputes.

Help Desk

Pet Supermarket Corporate Office
09.2018 - 07.2021
  • Delivered frontline help desk support for national pet supermarket chain, resolving hardware, software, and network issues to minimize downtime.
  • Facilitated nationwide rollout and configuration of MC40 Android devices across multiple retail locations.
  • Utilized BMC Client Management software to monitor IT assets and enhance system stability.
  • Administered Active Directory accounts and permissions to manage user access and ensure compliance.
  • Provided support for Microsoft Office 365 suite, troubleshooting user issues, and managing licenses for integration.
  • Managed Cisco Wireless Controllers to troubleshoot access points, ensuring reliable wireless connectivity in retail stores.
  • Maintained comprehensive records of Help Desk activities, including calls received and resolutions provided.
  • Optimized user experience through effective follow-up actions on resolved issues.

IT Analyst

Northwest Medical Center
05.2018 - 08.2018
  • Resolved end-user technical issues promptly, enhancing overall productivity across departments.
  • Utilized BMC Remedy to efficiently close support tickets and troubleshoot Citrix Receiver problems.
  • Managed software installations and upgrades, ensuring seamless transitions between versions.
  • Monitored system performance, maintaining optimal functionality and reducing downtime.
  • Maintained essential hospital equipment, including medication carts and scanners, ensuring operational readiness.

Education

Associate - Computer Science

ITT Technical Institute
Fort Lauderdale
12-2012

Skills

  • Customer service excellence
  • Microsoft Office proficiency
  • Salesforce CRM expertise
  • Software application knowledge
  • Remote support tools
  • Active Directory management
  • Windows and macOS support
  • Zendesk and ServiceNow experience
  • Customer relationship management
  • Prescription processing skills
  • Salesforce utilization strategies
  • Technical troubleshooting abilities
  • Fraud detection techniques
  • Team training and development
  • Problem-solving skills
  • Data entry accuracy
  • Customer education initiatives
  • Empathy and patience in service delivery

Timeline

Customer Service Representative

Optum RX
11.2022 - Current

Customer Support Specialist

New Mexico Human Services Department
11.2021 - 11.2022

Fraud Analyst

Maryland Unemployment Department
08.2021 - 11.2021

Help Desk

Pet Supermarket Corporate Office
09.2018 - 07.2021

IT Analyst

Northwest Medical Center
05.2018 - 08.2018

Associate - Computer Science

ITT Technical Institute

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