Summary
Overview
Work History
Education
Skills
Timeline
Generic

Isaac Tolbert

Dallas,Texas

Summary

Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering over 20 years of experience in customer service and technical support.

Overview

14
14
years of professional experience

Work History

Help Desk Support Specialist II

NCR
08.2023 - Current
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Troubleshot hardware, software and network issues to identify and rectify discrepancies.
  • Communicated with clients and customers to verify rooot causes of ATM problems.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Used internet-based software to create and update tracking documents.

Licensed- All Lines Claims Adjuster

GEICO
11.2021 - 06.2023
  • Examined claims forms and other records to determine insurance coverage.
  • Received inbound phone calls from insured customers and claimants to establish, update, and process auto liability claims.
  • Duties also included placing outbound calls to insured customers and claimants to obtain additional information and evidence to determine liability of auto claims.
  • Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
  • Prepared summaries of damage, payments, and policy coverage.
  • Researched and analyzed policy contracts to verify proper payment of claims.
  • Evaluated insurance policies and analyzed damages to determine coverage.
  • Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
  • Established relationships with clients and insurance companies to foster timely claims resolution.
  • Answered customer questions regarding deductibles.
  • Reviewed invoices as well as payment request and submitted payments for approval when applicable.

Customer Support Representative

Health Equity
10.2018 - 10.2021


  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Answered inbound phone calls from customer regarding inquiries and request about their consumer-directed benefits.
  • Provided plan details, policies, and parameters regarding specific inquiries related to customer benefit accounts.
  • Verified account balances, customer eligibility, and potential tax savings.
  • Verified healthcare debit card statuses and transactions for customer FSA and HSA accounts.
  • Reviewed and advised members of approved and denied claims.
  • Verified and updated customer web based profile information.
  • Created and submitted tickets cases for customer healthcare claims for re-processing.

Genealogy/ Incentive Team Supervisor

Nerium International LLC
09.2015 - 02.2018
  • Managed and maintained the company's genealogy structure regarding sale organizations and members. Duties included reviewing and approving all sponsorship change processes within various sales teams according to company policy and guidelines.
  • Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
  • Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
  • Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
  • Managed performance reviews for 10 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
  • Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
  • Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Handled escalated calls from sale members regarding commissions and incentive related inquiries regarding sales compensation policies.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

Commission Specialist I

Nerium International LLC
11.2013 - 08.2015
  • Responded to ticket inquiries and emails from employees and sales members to reconcile payroll/commission discrepancies.
  • Completed payroll accurately and timely to meet employee expectations.
  • Processed timecards and payroll data for team of employees.
  • Performed data entry tasks and maintained accurate records of employee payroll information.
  • Calculated wages, deductions and bonuses in accordance with company policies.
  • Maintained and updated the company's genealogy structure based off verified/approved request.

Customer Support Representative

Nerium International LLC
10.2013 - 11.2014
  • Answered inbound calls and connected with customers and sales representative to address questions and resolve issues regarding billing, customer orders, and commission inquiries.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.

Technical Care Specialist

T-Mobile
06.2009 - 08.2011
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Education

High School Diploma -

South Oak Cliff High School
Dallas, TX

Skills

  • Technical Background
  • Troubleshooting Network Issues
  • LAN and WAN Assessment
  • Collaborative Team Player
  • Analytical and Methodical
  • Organizational Skills
  • Customer Communication and Empathy

Timeline

Help Desk Support Specialist II

NCR
08.2023 - Current

Licensed- All Lines Claims Adjuster

GEICO
11.2021 - 06.2023

Customer Support Representative

Health Equity
10.2018 - 10.2021

Genealogy/ Incentive Team Supervisor

Nerium International LLC
09.2015 - 02.2018

Commission Specialist I

Nerium International LLC
11.2013 - 08.2015

Customer Support Representative

Nerium International LLC
10.2013 - 11.2014

Technical Care Specialist

T-Mobile
06.2009 - 08.2011

High School Diploma -

South Oak Cliff High School

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Isaac Tolbert