Kassor Wagner
Las Vegas,USA
Summary
Analytical Field Tech Support Agent with technical knowledge and critical thinking skills to excel in data-driven environments. Delivered exceptional customer support and managed supply logistics through a proactive approach to challenges. Fostered teamwork and collaboration, consistently exceeding expectations.
Overview
24
24
years of professional experience
Work History
Field Technology Agent
Telus International
Las Vegas, USA
2025.12 - Current
- Managed client relationships and resolved customer case tickets for tech support via chat and calls, troubleshooting technical issues and clearing diagnostics.
- Managed customer inquiries and provided timely support through multiple communication channels.
- Analyzed customer feedback to identify trends and recommend service improvements.
- Facilitated training sessions for new agents to enhance team performance and productivity.
- HRB Tax Professionals
Stylist/ Salon Owner
Various Salons & Small Business Owner
, USA
2011.01 - 2024.08
- Owned and operated salon, overseeing daily business activities and training staff to deliver exceptional client experiences
- Engaged in professional networking events to build business connections. Engaged in business-to-business networking, Inventory management, Client Relations, Social media engagement, marketing, payment processing, master stylists, body sugaring specialist, natural hair expert, coloring and cutting specialist
- Consulted with clients to determine desired hairstyles and color preferences.
- Networked Engaged in business-to-business networking, Inventory management, Client Relations, Social media engagement, marketing, payment processing, master stylists, body sugaring specialist, natural hair expert, coloring and cutting specialist
- Managed inventory of hair products and tools to ensure availability for services.
Billing and Insurance Verification Specialist
Various Locations
, USA
2005.05 - 2017.01
- Verified patients' insurance eligibility for services and durable medical equipment (DME) to ensure appropriate coverage and facilitate access to necessary resources, Educated patients on Medicare Parts A, B, C, D to enhance understanding of their benefits and improve engagement in their healthcare decisions. Billing and reprocessing insurance claims. Provided customer service support to patients by addressing inquiries and resolving issues., maintained patient records in CRM software, SalesForce, Scheduled patient appointments efficiently to optimize clinic operations., Maintained accurate records of patient interactions and transactions., Organized and filed patient records systematically for easy access. and Executed general office procedures to support daily operations. and equipment
- maintained patient records in CRM software, SalesForce
- Scheduled patient appointments efficiently to optimize clinic operations.
- Organized and filed patient records systematically for easy access. and Executed general office procedures to support daily operations. and equipment
Supply Logistics Clerk/ Unit Armorer
US Army
, USA
2002.08 - 2013.09
- Trained and supervised soldiers on weapon safety and conducted range qualifications
- Managed inventory by tracking stock levels and organizing supplies./ Processed customer orders by verifying details and coordinating fulfillment./ Handled shipping and receiving tasks by preparing shipments and documenting deliveries.
- Facilitated in-processing and out-processing of soldiers for unit transitions
Education
Licensed Cosmetologist -
Model College of Hair Design
Saint Cloud, MNAA - Business Admin with the Concentration in Management
AIU- Online
Chicago, ILMedical Billing and Coding Certificate -
Lincoln Tech
Lincoln, RISupply Logistics/ Unit Armorer -
Advanced Individual Training (AIT)
Fort Lee, VASkills
- Field Tech Support
- Technical troubleshooting
- Customer support
- Customer service
- Customer needs determination
- Resolving customer issues
- Customer complaint resolution
- Client Relations
- Client relationship management
- Ensuring customer satisfaction
- Training Personnel
- Training facilitation
- Administrative Support
- Recordkeeping proficiency
- Insurance verification
- Billing procedures
- Order Processing
- Order fulfillment
- Supply Logistics
- Inventory Management
- Supply chain logistics
- Process improvement
- Microsoft Office Suites
- Call management
- Service support
- Data Privacy
- HIPAA
- Effective communication
- Clear communication
- Strong communication
- Polite communication skills
- Time management
- Organizational skills
- Problem Solving
- Problem-solving skills
- Critical Thinking
- Adaptability to change
- Team collaboration
- Conflict resolution
- Professional networking
- Flexible schedule
- Positive attitude
- Internet savvy
- Goal-oriented mindset
- Documenting information
- Schedule management
- Relationship building
- Customer service and care
- Clear communication
- Order fulfillment
- Customer needs determination
- Customer service
- Internet savvy
- Goal-oriented mindset
- Problem-solving skills
- Organizational skills
- Customer service and care
Awards
- US Army- Major's Coin Acknowledgement
- High Achiever in Customer Relations and Retention
- High Achiever in Customer Resolutions
Timeline
Field Technology Agent
Telus International
2025.12 - Current
Stylist/ Salon Owner
Various Salons & Small Business Owner
2011.01 - 2024.08
Billing and Insurance Verification Specialist
Various Locations
2005.05 - 2017.01
Supply Logistics Clerk/ Unit Armorer
US Army
2002.08 - 2013.09
Licensed Cosmetologist -
Model College of Hair Design
AA - Business Admin with the Concentration in Management
AIU- Online
Medical Billing and Coding Certificate -
Lincoln Tech
Supply Logistics/ Unit Armorer -
Advanced Individual Training (AIT)