Joshua Arrington
Apex Systems (Jack Henry - Contract)
Dallas,TX
15
years of professional experience
Experienced professional with 15+ years in customer service, technical support, and training development. Managed large-scale operations and led training programs to enhance service quality. Specialized in systems optimization and workforce planning, with a focus on improving team performance through quality analysis and staff coaching.
Work History
Salesforce Support Specialist II
1 Year 10 Months- Address common and complex issues, incidents, and problems, adhering to agreed-upon service levels and IS standards, while collaborating with peers, internal and external stakeholders, and vendors.
- Configure, install, implement, monitor, and maintain systems (applications, workflows, processes, etc.), following established documentation standards.
- Document and recommend workflow changes and technical/functional designs to meet business requirements for common and moderately complex issues.
- Ensure compliance with security and regulatory requirements, adhering to all policies and procedures for assigned systems.
- Contributed to the creation and management of project plans, consistently meeting deadlines and assisting in task prioritization.
- Collaborate with key stakeholders to train peers, end-users, and other IS team members.
- Collaborate with key upper management to train peers, end-users, and other IS team members.
- Developed training and knowledge-based materials, equipping peers, end-users, and IS teams with essential resources.
- Develop and implement communication plans for all For Clients matters.
- Facilitate meetings with clients virtually through Microsoft Teams in groups or 1 on 1 sessions for training purposes.
- Handled customer interactions through calls, providing support for both front office and back office needs.
Client Support Advisor
6 Months- Aid customers with account-related and technical support inquiries via phone and email, with approximately 90% of the workday spent handling calls and 10% focused on email support.
- Managed customer issues in high-volume environment, ensuring adherence to productivity, quality, and service standards.
- Key performance indicators (KPIs) included average handle time, live answers, documentation, follow-up, professionalism, knowledge, and customer satisfaction.
- Created and configured customer accounts and facilitated EDI enrollment.
- Monitored trends and analyzed contact drivers in incoming support volume, proactively addressing recurring issues to enhance customer experience.
- Escalated system-wide issues to product teams, offering solutions and collaborating towards resolution.
- Worked with third-party software providers and business partners to troubleshoot and resolve technical issues.
- Partnered with internal stakeholders to develop new support solutions, improving service delivery for both internal and external customers.
- Identified, reported, and assisted in the troubleshooting of software bugs to improve system performance.
- Executed various tasks to support team objectives.
- Coordinate training sessions to guide customers in using the software.
Technical Support Representative II
4 Years 8 Months- Trained and supported end-users on system usage and customer service protocols to enhance user satisfaction.
- Developed training and knowledge materials for peers and end-users to facilitate understanding and application of processes.
- Conducted training and support for end-users, ensuring proper use of systems and customer service protocols.
- Managed ticketing system to address inquiries and issues, ensuring accurate documentation for future reference and streamlined support.
- New employee onboarding, training and development (QA).
- Conducted comprehensive onboarding sessions for new hires to ensure smooth integration into the team., training and development (QA).
Medical Claims Specialist
1 Year 3 Months- Processed and managed medical claims, achieving compliance with internal standards and HIPAA regulations.
- Provided technical support for claims systems and trained new employees on claim processing procedures to enhance team competency.
- Collaborated with departments to resolve discrepancies, ensuring timely support and improving claims resolution efficiency.
- Reduced errors in claims submissions through process review.
- Collaborated with departments to resolve discrepancies and provide timely support.
- Provided technical support for claims systems and assisted in training new employees on claim processing procedures.
Manager
2 Years 3 Months- Led and managed team, ensuring productivity through training and mentoring to meet business targets.
- Controlled costs to keep business operating within budget and increase profits.
- Cross-trained employees to enhance team agility and optimize performance.
- Provided performance feedback, addressing areas of improvement and providing training on customer service and sales.
- Implemented process improvement initiatives and resource management to reduce operational costs.
Education
High School Diploma
Associate of Science - Business Administration
Skills
Salesforce
EHR Systems
Technical Proficiency
Data analysis
Quality Assurance & Performance Monitoring
Remote support
Support services
Customer service
Microsoft Office 365
Zoho CRM
AI
Technical analysis
Planning and coordination
Team collaboration
Product Training & Development
Service Desk Team Management
Workforce Planning
Creative problem solving
Coaching & Mentoring
Interpersonal and written communication
Public speaking skills
Team-Oriented & Interpersonal Skills
Timeline
Salesforce Support Specialist II
Apex Systems (Jack Henry - Contract)
09.2024 - CurrentRead More
Client Support Advisor
Valant
03.2024 - 09.2024Read More
Technical Support Representative II
Charter Spectrum
06.2019 - 02.2024Read More
Medical Claims Specialist
Veteran Affairs
10.2016 - 01.2018Read More
Manager
Family Dollar
06.2011 - 09.2013Read More
Heidelberg High School
High School Diploma
Read More
Dallas College
Associate of Science from Business Administration
Read More