Heather Wolz
Louisville,KY
Summary
Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service.
Overview
19
19
years of professional experience
Work History
Business Segment Liaison
Optum
06.2022 - Current
- Responsible for providing support to nearly 10,000 Operations onshore workforce employees (office and telecommuter) with software/hardware access, installation of data and voice services, office supplies, and home office furniture
- Manages SharePoint BSL ticket system and BSL Support inbox
- Assists with physical office locations and equipment installations and retrieves unused services and equipment
- Coaches and advises OGS (Optum Global Services) BSL staff on application access through various training sessions
- Uses critical thinking to administer licenses, roles, and locations for non-Secure external applications
- Work on special projects and process improvements, including but not limited to BSL Documentation project and a Teams group chat for collaboration and questions.
Technical Support Specialist
Spectrum
08.2011 - 06.2021
- Enter orders for equipment to be shipped, picked up, and/or professional installation for customers
- Trained in multiple areas of support beyond technical support, such as billing and video support to provide exceptional customer service
- Assisted customers in identifying service issues and explained solutions to restore service and functionality
- Collaborated with peers and supervisors to track trends and gaps to determine best practices for troubleshooting services.
Open Order Analyst
Spectrum
01.2005 - 01.2021
- Manage and track past due pending orders on customer accounts to get orders resolved promptly
- Identifies problems within billing and provisioning systems to resolve errors within order using problem-solving and resolution
- Contact customers to verify account and order details to ensure the order is correct with the customer's needs before completing
- Worked within applicable standards, policies, and regulatory guidelines to make sure all documents are completed before installation/activation of services
- Use Excel and SharePoint to track all orders worked.
Education
Some College (No Degree) - August 2007 - May 2009
Jefferson Community College
Louisville, KyHigh School Diploma -
Southern High School
Louisville, KY05.2007
Skills
- Teamwork and Collaboration
- Critical Thinking
- Problem-Solving
- Technical Support
- Multitasking
- Customer Service Expert
- Recordkeeping Strengths
- Excellent Written and Oral Communication
Timeline
Business Segment Liaison
Optum
06.2022 - Current
Technical Support Specialist
Spectrum
08.2011 - 06.2021
Open Order Analyst
Spectrum
01.2005 - 01.2021
Some College (No Degree) - August 2007 - May 2009
Jefferson Community College
High School Diploma -
Southern High School
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