JoAnn McKenna
Davenport,Florida
Summary
Astute advocate with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
5
5
years of professional experience
Work History
Customer Support Specialist
TTEC Healthcare Solutions, Inc.
08.2022 - 09.2024
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Medicare Enrollment Specialist
Broad-Path, Inc
11.2021 - 02.2022
- Participated in ongoing education and training sessions to remain updated on changes in Medicare regulations and policies.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance
- Maintained strict confidentiality of member information, adhering to HIPAA guidelines and company privacy policies.
QuickBooks Online Support Agent
Concentrix CVG
10.2019 - 06.2020
- Maintained a strong understanding of industry trends and competitor offerings to provide informed support and recommendations to customers.
- Handled sensitive situations professionally by empathizing with customers'' frustrations while maintaining composure under pressure.
Education
Bachelor of Science - Secondary Education
West Virginia University
Morgantown, WV12.1975
Skills
- Customer Relationship Management (CRM)
- Complaint Handling
- Call center experience
- Attention to Detail
- Teamwork and Collaboration
- Friendly and Patient
- Active Listening
- Technical Troubleshooting
Timeline
Customer Support Specialist
TTEC Healthcare Solutions, Inc.
08.2022 - 09.2024
Medicare Enrollment Specialist
Broad-Path, Inc
11.2021 - 02.2022
QuickBooks Online Support Agent
Concentrix CVG
10.2019 - 06.2020
Bachelor of Science - Secondary Education
West Virginia University
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