JOANNA LOUIS
ORLANDO
Summary
Customer Support Specialist with over three years of experience in Salesforce and Zendesk, assisting developers and healthcare sectors while leveraging advanced Salesforce skills to enhance customer satisfaction and streamline processes. I strive for proficiency in collaborative problem-solving, leading to measurable improvements in team performance and response times. I am actively working towards the Salesforce Administrator certification to support innovative practices within teams.
Overview
5
5
years of professional experience
Work History
Customer Service Representative - Developer Support Tier 1
Concentrix
Lake Mary
10.2024 - Current
- Provided technical support to developers across multiple platforms, including iOS, Windows, and web-based applications.
- Served as the primary point of contact for developers, managing communication via phone, email, and chat to ensure timely issue resolution.
- Assisted developers with Developer Program enrollments, App Review inquiries, and App Store app management, ensuring smooth submission, update, and compliance processes.
- Processed 15+ emails daily while maintaining high response efficiency and strong developer satisfaction ratings.
- Process over 15 emails daily, maintaining high response efficiency and developer satisfaction.
- Work with a 10-member team to consistently meet and exceed quality and SLA targets.
- Escalate complex issues to specialized teams, enhancing developer retention and satisfaction.
Remote Customer Service Representative
Trizetto Provider Solutions
Missouri City
08.2022 - 08.2024
- Managed 100+ cases per month in Salesforce Service Cloud, achieving a 95% developer satisfaction rate, 99% on-time resolution, and consistently exceeding call center metrics (AHT, FCR, CSAT).
- Delivered technical support to providers, including password resets, account management, and billing inquiries.
- Applied knowledge of CPT, ICD-10, HCPCS codes, medical terminology, and denial management to resolve claims and provider issues.
- Provided guidance on claims processing and payer communications, including the EDI enrollment process
- Implemented HIPPA compliance and data security practices
- Collaborated with a 12-member support team to implement process changes discussed during meetings, reducing unresolved cases by 30% month over month.
- Escalated complex technical issues to internal teams with detailed documentation using Salesforce, cutting the average resolution time by 15%.
- Shared insights from case trends during weekly performance review calls, improving team efficiency by 12%.
Customer Service Representative
Alorica
Lake Mary
06.2021 - 11.2021
- Resolved over 40+ daily customer inquiries through phone, video chat, and email communication.
- Collaborated with a 12-member team via Slack to efficiently troubleshoot and resolve system issues, ensuring service continuity.
- Assisted customers with ID.me enrollment through phone and video chat, ensuring successful account setup and identity verification.
- Contributed to lead generation growth through targeted strategies.
- Followed verification scripts and security protocols to accurately authenticate users while maintaining privacy and compliance standards.
Education
BACHELOR - COMPUTER SCIENCE
University of Central Florida
A.A DEGREE -
Seminole State College
Skills
- Service cloud and ticketing systems
- Zendesk
- Salesforce
- Technical support
- Strategic planning
- Excel and reports
- Client relationship management
- Microsoft Office proficiency
- System troubleshooting
- Team collaboration
- HIPAA compliance
Timeline
Customer Service Representative - Developer Support Tier 1
Concentrix
10.2024 - Current
Remote Customer Service Representative
Trizetto Provider Solutions
08.2022 - 08.2024
Customer Service Representative
Alorica
06.2021 - 11.2021
BACHELOR - COMPUTER SCIENCE
University of Central Florida
A.A DEGREE -
Seminole State College