Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Laquan Muci

McDonough,GA

Summary

Qualified Advanced Technical Support Specialist with 5+ years of tech device troubleshooting and customer service experience. Provides comprehensive technical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

Overview

6
6
years of professional experience

Work History

Technical Support Specialist

Conduent Services
06.2022 - Current
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented support interactions for future reference.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Monitored systems in operation and quickly troubleshot errors.
  • Used ticketing systems to manage and process support actions and requests.
  • Created user accounts and assigned permissions.
  • Completed over 50+ calls on a daily basis.
  • Provide exceptional customer service care to each member..
  • Update each customers notes and logs with relevant information to keep database in sync with relevant customer expressions, product updates and account changes.
  • Use due diligence to make sure all calls is an opportunity to keep member profiles up to date with current information.
  • Handle all calls in a timely fashion with active listening skills to adhere to customer appreciation program.
  • Check daily logs for company goals and metrics to implement business success plans.

Credit Claims Specialist

Ally Inc
03.2020 - 07.2023
  • Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
  • Followed up with customers on unresolved issues.
  • Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
  • Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
  • Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
  • Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
  • Conducted full claim investigations and reported updates and legal actions.
  • Conducted risk evaluations on claims settlement proposals to encourage sound decision-making regarding settlement offers.
  • Keep up with customer profiles and update members accounts.
  • Process all Credit account applications via Criteria methods.
  • Process Transaction and dispute claims via member request.
  • Cross reference and verify all application information submission to provide exceptional accuracy.
  • Daily G/L balancing of credit card and payment accounts
  • Payment processing and input entries in Quick Remit and reconciliation
  • Accounting entries in Block Infra and reconciliation
  • Late payment review
  • Various reports generation and certification
  • Various credit card logs update to sharing folder
  • Handling branch service request

Wireless Tech Support

Boost Mobile
05.2018 - 03.2021
  • Answered customer telephone calls promptly to avoid long-hold times.
  • Receive over 75+ calls on a daily basis.
  • Clarify customer issues and determined root cause of problems to resolve product or service complaints.
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained a positive attitude and calmly respond to customers' concerns and complaints.
  • Attracted potential customers by answering product and service questions; suggesting information about other products and services.
  • Kept track of inventory daily.
  • Achieve weekly sale goals to crush company goal metrics

Education

High School Diploma -

Penn Foster Career School
Scranton, PA

Skills

  • Customer Experience Management
  • Technical Troubleshooting
  • Issue Research
  • Account Management
  • Technical Support
  • Service Support
  • Customer Service
  • Microsoft Outlook
  • Billing Support
  • Chat Support
  • Data Entry
  • Data Analysis
  • Leadership Skills
  • Empathy Skills
  • Sales Support
  • Written Communication Skills

Awards

LIFA Childrens Foundation (2017 - 2021)

“This humanitarian award was given to Laquan Muci for his outstanding services to the Clayton County community. Mr. Muci’s efforts in providing outstanding support and generosity to indigent children of Georgia won’t go unnoticed. LIFA has decided to award Mr. Muci for his actions of volunteering and providing over 10,000 children toys for the winter season.”

Timeline

Technical Support Specialist

Conduent Services
06.2022 - Current

Credit Claims Specialist

Ally Inc
03.2020 - 07.2023

Wireless Tech Support

Boost Mobile
05.2018 - 03.2021

High School Diploma -

Penn Foster Career School

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Laquan Muci