Summary
Overview
Work History
Education
Skills
Timeline
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Lania Alberts

New Orleans,LA

Summary

Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.

Overview

6
6
years of professional experience

Work History

Portal Service Desk Agent

Nordic Consulting
01.2022 - Current
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution to portal healthcare users of MyChart using Epic, Citrix, Five-9 software
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Resolved common user concerns by utilizing preset issue resolution scripts (Knowledge Based Articles).
  • Researched various approaches to enhance customer experience
  • Worked well in a team setting, providing support and guidance, in a fast-paced environment
  • Cultivated interpersonal skills by building positive relationships with others

Customer Service Representative

United Healthcare
01.2021 - 12.2021
  • Offered advice and assistance to over 80 customers daily, paying attention to special needs or wants.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Maintained and managed customer files and databases.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Met customer call guidelines for service levels, handle time and productivity

Certified Nursing Assistant

West Jefferson Medical Center
08.2017 - 05.2020
  • Served as a conduit between nurses, doctors and patients and recorded and communicated all issues to medical staff
  • Maintained accurate records of patient care, condition, progress and concerns
  • Responded appropriately to the physical, emotional, and developmental needs of patients
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.

Education

Associate of Science - Cloud Computing

Delgado Community College
New Orleans, LA

Skills

  • Microsoft Office
  • Administrative Support
  • Documentation
  • Customer Service
  • Clerical Support
  • Multi-Line Telephone Operation
  • Technical Support
  • Customer Relations
  • Typing Proficiency
  • Accounting Familiarity

Timeline

Portal Service Desk Agent

Nordic Consulting
01.2022 - Current

Customer Service Representative

United Healthcare
01.2021 - 12.2021

Certified Nursing Assistant

West Jefferson Medical Center
08.2017 - 05.2020

Associate of Science - Cloud Computing

Delgado Community College

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Lania Alberts