Summary
Overview
Work History
Education
Skills
Timeline
Generic

Linda Gibson

Tech Support Analyst
Simpsonville,United States

Summary

Offering 20 years of progressive experience Customer service, payment processing , implementation and client updates. Diligent about producing exceptionally, strong and work Ethic. Successful at achieving objectives Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

40
40
years of professional experience

Work History

Payment Analyst

Verizon Wireless
Greenville , SC
10.201 - Current
  • Supported customers with online billing, access and account issues.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Accessed financial information to answer questions and gather details about specific accounts.
  • Matched orders with invoices and recorded required information.
  • Checked postings and documents for correctness, accuracy and proper coding.
  • Monitored loans and accounts payable to confirm payments are current.
  • Recorded debit, credit and account transactions in computer spreadsheets and databases.
  • Reduced financial discrepancies by accurately managing accounting documentation.

Premier Service Agent

Verizon Wireless
Greenville, SC
03.2022 - 03.2022
  • Delivered outstanding service by interacting with customers, answering customer inquiries and handling customer complaints.
  • Exceeded established service goals while leveraging customer service, best practices.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
  • Spearheaded simplification initiatives and operational strategies to improve collections process and drive customer satisfaction.
  • Reviewed and analyzed contracts to resolve billing issues with vendors and carriers.
  • Evaluated open accounts to look for past-due balances and pursue collection strategies.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Generated, mailed and monitored invoices.
  • Assisted in streamlining accounts receivable process by identifying areas for performance improvement.

New Hire Training Lead

Verizon Wireless
Greenville, SC
04.2012 - 10.2012
  • Explained goals and expectations required of trainees.
  • Assessed training needs through surveys, interviews with employees or focus groups.
  • Monitored, evaluated and recorded training activities or program effectiveness.
  • Evaluated outlines, texts and handouts prepared by other instructors.
  • Evaluated modes of training delivery to optimize training effectiveness

Technical Support Representative

Verizon Wireless
Greenville, SC
03.2005 - 04.2012
  • Served as first point of contact for incoming technical service calls and emails.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.

Education

Associate of Applied Science - Management Information Systems

Strayer University
Greenville, SC

Skills

  • Customer Relations
  • Data Analysis
  • Bill Payment and Recordkeeping
  • Precision and Accuracy
  • Proactive and Self-Motivated
  • Attention to Detail
  • Relationship Building
  • Accounts Receivable
  • Purchase Orders
  • Payroll Preparation and Processing
  • Critical Thinking

Timeline

Premier Service Agent

Verizon Wireless
03.2022 - 03.2022

New Hire Training Lead

Verizon Wireless
04.2012 - 10.2012

Technical Support Representative

Verizon Wireless
03.2005 - 04.2012

Associate of Applied Science - Management Information Systems

Strayer University

Payment Analyst

Verizon Wireless
10.201 - Current

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Linda Gibson Tech Support Analyst