Lawrandra Hammons
Austin,TX
Summary
I am an exceptional professional with years of experience to offer any company. Reviewing my resume is the first step in exploring the possibilities of employment with your company. As an employee of your company my excellent communication skills, problem solving abilities, technical support and proven adaptability would make me a viable candidate for your vacancy. My reputation as an individual with sound judgment and exceptional team environment skills enables me to surpass expectations and make a significant contribution to any organization.
Overview
8
8
years of professional experience
Work History
Retention Specialist
Spectrum
Austin
04.2021 - 12.2023
- Improved customer issue resolution time by 36% by using Zoho for CRM and ticket management
- Upsold Spectrum products and services to 33% of callers, contributing significantly to sales goals
- Assisted in the development of new feedback initiative using NICE inContact CXone, improving service delivery based on customer suggestions.
Billing Support Specialist
Austin Retina Associates
Austin, TX
02.2019 - 04.2021
- Call insurance companies to follow up on claims
- Appeal and reconcile unpaid/underpaid medical claims, creating adjustment as needed
- Review explanations of benefits (EOB) for appropriate contractual write-offs and other adjustments
- Collect and post payments for services rendered
- Assisted customers with understanding their bills, making payments, setting up payment plans, and resolving discrepancies.
- Processed credit card payments through online merchant accounts on behalf of customers.
Technical Support Specialist
SupportNinja
Austin
06.2016 - 02.2019
- Provided technical support to customers by phone, chat, and email
- Provided troubleshooting steps for the device and/or account of the customer
- Created and maintained case management records of daily problems and remedial actions taken, or installation activities
- Acquired proficiency in the use and configuration of products through customer-led training
- Created and maintained knowledge base articles to foster customer self-help tools available online.
Education
High School Diploma -
Hendrickson High School
Pflugerville, TX06-2014
Skills
- 51 Wpm Typing Speed
- CRM Software
- Service Upselling
- Issue and Complaint Resolution
- Document and Records Management
- Call Center Operations
- Data Entry
- Multi-Line Phone Systems
- Salesforce CRM
- Mac
- User Support
- VPN
- Excellent Communication Skills
- Account Updates
- Microsoft Exchange
Timeline
Retention Specialist
Spectrum
04.2021 - 12.2023
Billing Support Specialist
Austin Retina Associates
02.2019 - 04.2021
Technical Support Specialist
SupportNinja
06.2016 - 02.2019
High School Diploma -
Hendrickson High School