Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Lashonda Woods

Lashonda Woods

Moorhead,MS

Summary

Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Representative

Teleperformance
04.2023 - 04.2024
  • Assisted users with troubleshooting and resolving technical issues via phone and email support.
  • Documented customer interactions and solutions in ticketing system for future reference.
  • Provided product knowledge and guidance to enhance customer experience and satisfaction.
  • Collaborated with team members to identify common issues and improve support processes.
  • Engaged in active listening to understand customer needs and deliver accurate solutions.
  • Maintained up-to-date knowledge of software updates and company products for effective support.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.

Intake Representative

Atena Medicaid
03.2019 - 03.2022
  • Conducted initial assessments to gather necessary information from clients.
  • Provided accurate information regarding services and resources available to clients.
  • Managed client documentation ensuring compliance with organizational standards.
  • Assisted in scheduling appointments, optimizing client flow and service delivery.
  • Utilized electronic health record systems for data entry and retrieval of client information.
  • Collaborated with team members to improve intake processes and enhance efficiency.
  • Maintained up-to-date knowledge of industry trends and changes in regulations, ensuring accurate information was shared with clients at all times.
  • Conducted thorough assessments of client needs, connecting them with appropriate resources and services within the organization.
  • Maintained strict confidentiality of client information, adhering to HIPAA regulations and company policies at all times.
  • Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.

Virtual Administrative Assistant

AppleOne Employment Services
02.2015 - 02.2019
  • Coordinated virtual meetings, managing schedules and agendas to enhance team collaboration.
  • Streamlined document management processes, ensuring accurate filing and easy retrieval of information.
  • Developed efficient communication protocols, improving responsiveness between departments and clients.
  • Assisted in project management tasks, tracking progress and ensuring deadlines were consistently met.
  • Mentored junior administrative staff, fostering their development and enhancing overall team productivity.
  • Implemented new software tools for task management, driving efficiency across administrative functions.
  • Conducted regular audits of administrative processes, identifying areas for improvement to optimize workflows.
  • Led training sessions for staff on virtual collaboration tools, enhancing remote work effectiveness and engagement.
  • Enhanced team collaboration through proficient coordination of virtual meetings and conference calls across various time zones.
  • Improved client satisfaction by managing calendars, scheduling meetings, and organizing travel arrangements for executives.
  • Increased productivity by providing timely administrative support to multiple project teams simultaneously.
  • Contributed to a positive work environment by efficiently resolving internal issues and addressing employee concerns promptly.
  • Ensured accuracy in data entry tasks while upholding strict attention to detail for consistent quality control measures within company databases.
  • Boosted overall efficiency by creating and maintaining organized digital filing systems for easy document retrieval.

Education

High School Diploma -

Gentry High School
Indianola, MS

Bachelor of Science - Health Education

Delta State University
Cleveland, MS
12-2024

Associate of Applied Science - Phlebotomy

Burns Healthcare Institute
Indianola, MS
10-2019

Skills

  • Technical troubleshooting
  • Technical support
  • Product troubleshooting
  • Remote support
  • Call documentation

    • Calm and Professional Under Pressure
    Efficient and Detail-Oriented
    Communication
    High-Volume Call Environments
    Staff Training
    Customer Service Expertise
    Data Recovery
    Data Connectivity
    Report Creation
    Business Development Understanding
    Sales Expertise
    Retail Sales Customer Service
    Report Preparation
    Freight Operations
    Active Listening
    Credit Card Payment Processing
    Persuasion
    Coordination
    Filing
    Prioritization
    Research
    Product Promotion
    Executive Management Support
    Critical Thinking
    Conflict Resolution
    Records Preparation
    Health Education
    Customer Experience
    Training Junior Team Members

    Customer Loyalty
    Patient Greeting
    Insurance Information Collection
    Reminder Calls
    Document Filing
    Family Medicine
    Patient Registration
    Demographics Information
    Atrial Fibrillation
    Chart Pulling

Certification

  • Licensed Phlebotomist - 2019-
  • Certified CPR/First Aid DSU - 2024-

Timeline

Technical Support Representative

Teleperformance
04.2023 - 04.2024

Intake Representative

Atena Medicaid
03.2019 - 03.2022

Virtual Administrative Assistant

AppleOne Employment Services
02.2015 - 02.2019

High School Diploma -

Gentry High School

Bachelor of Science - Health Education

Delta State University

Associate of Applied Science - Phlebotomy

Burns Healthcare Institute

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