LaTonya Claiborne

• Delivered technical demonstrations to assist customers in understanding products and systems.
• Engaged in team meetings to generate innovative solutions for customer inquiries.
• Created and revised technical documentation and support guides to improve accessibility.
• Recorded all customer interactions in ticketing system for future reference.
• Provided comprehensive technical support to users with hardware and software challenges.
• Acted as first point of contact for incoming service calls and emails.
• Coordinated with engineering teams to relay software bugs and feature requests from customers.

Ensured adherence to company policies regarding regulatory compliance and safety protocols.

• Processed replacement P-EBT card orders for clients, maintaining service continuity.
• Informed clients about available products and services, enhancing overall engagement.
• Clarified VA P-EBT Benefit Program aspects to assist clients with benefit navigation.
• Handled inbound calls effectively while utilizing multiple screens for streamlined service.
• Detected potential fraud instances and coordinated necessary referrals for investigation.
• Adapted communication approaches based on audience needs, improving client interactions.
• Managed case escalation inquiries, ensuring timely follow-up and resolution of issues.
• Assisted clients with app downloads and website navigation to foster independence.

• Delivered technical support to customers via phone, email, and chat.
• Assisted with troubleshooting devices including iOS, smartphones, tablets, and PC/Mac systems.
• Facilitated first-time resolution with customers by assisting fellow advisors.
• De-escalated customer dissatisfaction through effective communication and support.
• Met performance metrics, enhancing customer satisfaction and sales for client products.
• Conducted compliance evaluations of calls to mentor Tier 1 advisors effectively.
• Performed diagnostics to identify and resolve technical issues swiftly.
• Provided coaching to Level 1 Technical Advisors, fostering teamwork and growth.