JENNIFER BERTALOT
Hyrum,UT
Summary
Technical support professional recognized for delivering effective solutions to intricate technical problems. Proven ability to manage escalations and enhance system performance through collaborative problem-solving. Known for adaptability and commitment to achieving team objectives, while proficient in troubleshooting and customer communication.
Overview
24
24
years of professional experience
Work History
Tier 2 Technical Support Engineer
Extensiv
07.2021 - Current
- Resolved complex technical issues for clients, enhancing customer satisfaction and retention.
- Analyzed software applications for bugs and relayed findings to development team to enhance product quality.
- Developed troubleshooting documentation for recurring issues, streamlining support processes.
- Collaborate with other departments such as product development and engineering to identify solutions for complex customer needs.
- Provide coaching to Tier 1 Support Agents relating to case management and troubleshooting.
- Collaborated with cross-functional teams to support market entry strategies and product enhancements.
- Utilized extensive knowledge in small parcel management and billing processes to enhance efficiency and service delivery.
NC/SC/Georgia Dispatch
Titan Aviation Fuels
New Bern, NC
07.2016 - 06.2020
- Received and processed orders for delivery, ensuring accuracy and timeliness of service.
- Utilized problem-solving skills to troubleshoot any logistical problems that arose during the dispatch process.
- Identified issues proactively through reports and data maintenance.
- Cultivated relationships with vendors and carriers through frequent communication regarding scheduling changes or special requests.
- Developed an understanding of industry trends such as fuel surcharges, tariffs and accessorial charges.
- Managed customer complaints in a professional manner, resolving issues in accordance with company policy.
Customer Service Lead
SOS Global Express
New Bern, NC
01.2005 - 07.2016
- Oversaw staff of 11 customer service team members to ensure SOP compliance regarding scheduling, quoting, tracking and resolving issues surrounding customer shipments of broadcast equipment.
- Identified opportunities for process improvements that would enhance the effectiveness of the team's workflows.
- Collaborated with other departments to ensure customers received satisfactory resolutions.
- Orchestrated staff development and training programs.
- Played an instrumental role in a department merge. By focusing on what individuals could contribute to the team, I gained the group's trust as a leader and was not seen as an outsider.
- Managed escalated situations with difficult customers while preserving positive relationships.
- Resolved complex customer inquiries in a timely manner while maintaining high level of professionalism.
- Established strong working relationships with key stakeholders across multiple departments within the organization.
Parent Provider Specialist
Craven County Resource and Referral
New Bern, NC
06.2004 - 11.2004
- Maintained database of available childcare openings within Craven County.
- Spoke with parents seeking childcare and provided referrals to those with openings in the age range they sought.
- Created Monthly newsletter for childcare providers and parents on our mailing list, writing articles for the newsletter based on recent department activities.
Medical Billing Specialist
Carolina Home Medical
New Bern, NC
12.2003 - 06.2004
- Filed insurance claims for durable medical equipment.
- Processed denials, resubmitting with substantiation including prescriptions, medical records and provider required forms.
- Explained process and answered questions to patients who called with concerns.
Receptionist/Benefits Officer
Johnston Pain Management
Jacksonville, NC
08.2002 - 12.2003
- Managed appointments for Dr. Dresbach, staff Psychologist.
- Administered and scored psychological testing.
- Verified insurance benefits for pain management and psychological practice as well as handled pre-authorizations for medical procedures.
Education
B. A - Psychology
East Carolina University
Greenville, NC08.2002
Skills
- Training and mentoring
- Team building
- Technical troubleshooting
- Customer support
- Escalation management
- Teamwork and collaboration
Timeline
Tier 2 Technical Support Engineer
Extensiv
07.2021 - Current
NC/SC/Georgia Dispatch
Titan Aviation Fuels
07.2016 - 06.2020
Customer Service Lead
SOS Global Express
01.2005 - 07.2016
Parent Provider Specialist
Craven County Resource and Referral
06.2004 - 11.2004
Medical Billing Specialist
Carolina Home Medical
12.2003 - 06.2004
Receptionist/Benefits Officer
Johnston Pain Management
08.2002 - 12.2003
B. A - Psychology
East Carolina University