Juanita Gray
Queensbury
Summary
Experienced with diagnosing and resolving technical issues in timely manner. Utilizes excellent communication skills to understand user needs and provide effective solutions. Knowledge of various IT systems and track record of maintaining high user satisfaction.
Overview
5
5
years of professional experience
Work History
Amazon Flex Driver
Amazon
Granville, NY
06.2024 - Current
- Operate delivery vehicles efficiently, ensuring timely and safe transportation of goods.
- Manage logistics coordination for multiple deliveries, optimizing routes for fuel efficiency.
- Provide exceptional customer service during deliveries, addressing client inquiries and concerns promptly.
- Maintain vehicle cleanliness and functionality through regular inspections and basic maintenance.
- Collaborate with dispatch teams to streamline scheduling and improve overall operational workflow.
- Increase customer satisfaction with timely deliveries and accurate package handling.
- Develop strong relationships with management and fellow drivers, fostering a positive work environment.
Prior Authorization Specialist
CVS Caremark
1 CVS Drive Woonsocket, RI 02895
08.2024 - 04.2025
- Collaborated with physicians to obtain necessary clinical information for prior authorization submissions.
- Maintained thorough knowledge of insurance plan requirements, facilitating accurate and timely completion of authorization forms.
- Analyzed medical records and other documents to determine approval of requests for authorization.
- Verified eligibility and compliance with authorization requirements for service providers.
Operations Analyst
Gracenote
Queensbury, NY
07.2021 - 06.2024
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Provided after-hours support as needed to minimize business impact during downtime events.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
Mobile Customer Service Representative
Spectrum Mobile
1021 Highbridge Road, Schenectady, NY
02.2020 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Psychology
SUNY Sullivan
High School Diploma -
Monticello High School
06-2009
Skills
- Customer service
- Network troubleshooting
- Desktop support
- Application support
- Hardware diagnostics
- Ticketing systems
- Microsoft windows and office
- VPN management
- Operating systems
- TCP/IP
- Active Directory
- Security protocols
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Prior Authorization Specialist
CVS Caremark
08.2024 - 04.2025
Amazon Flex Driver
Amazon
06.2024 - Current
Operations Analyst
Gracenote
07.2021 - 06.2024
Mobile Customer Service Representative
Spectrum Mobile
02.2020 - 07.2021
High School Diploma -
Monticello High School
Psychology
SUNY Sullivan