LORNA N. KUNGU
Rockwall,TX
Summary
Perceptive Senior Technical Support Specialist with established resolution skills. Bringing over ten years of professional experience in customer service and technical support services. Extensive knowledge of using and troubleshooting various computer issues and equipment. Clear communicator successful supervising five employees and providing individualized training and motivation to each team member.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Technical Support
11.2020 - Current
- Fielding and resolving requests in a ticketing system in accordance with established SLA
- Main tools of experience are Slack, Service Now, MS Office tools (2010, 2013, 2016-365)
- Managed ticketing queue: Updated and created knowledge base articles and helped in QA functions.
Benefit Advisor
WILLIS TOWERS & WATSON
07.2014 - 02.2017
- Maintained an excellent record of performance in assisting customers in a high-volume inbound Call Center
- Earned a Life & Health Insurance License and provided customers with information on various insurance products
- Consistently exceeded performance goals for sales and customer service
- Selected by management to participate in the training of new Benefit Advisors
- Formally recognized for superior performance by winning awards that included:
- Quality Assurance and Perfect Attendance Awards
- Multiple Cash Bonuses
Customer Service Representative
CONNEXTIONS
08.2013 - 06.2014
- Consistently met/exceeded performance goals in a high-volume inbound call center
- Explained health benefits to customers and researched/resolved complaints from clients
- Interpreted and explained insurance policy benefits to clients
- Functioned as a resource for clients and worked with pharmaceutical companies who refilled client prescriptions
- LORNA N
- KUNGU PAGE 2
- EXPERIENCE (Continued)
- Used multiple databases to access member information
- Received a Quality Assurance Award for meeting all KPIs.
Customer Service Representative – Amazon
CONVERGYS
08.2012 - 03.2013
- Account
- Provided customers who called into the center with information products and assisted customers with selection of products based on their expectations
- Placed orders, provided information on order status, and initiated action to resolve issues of undelivered or damaged merchandise.
Education
Bachelors - Information Systems
The University of Texas
05.2023
Skills
- Computer skills include
- Microsoft Office (Word, Excel, PowerPoint, Access, and Outlook) and proprietary applications used in a Call Center environment and ticketing systems
- TECHNICAL SKILLS:
- IP Addressing
- Configuring and troubleshooting connectivity across multiple layers including but not limited to OSPF, BPG, VLANs, and TCP/IP
- Firewalls and Network Security
- Modeling tools and languages: SQL, MS Excel, Python, R
- Training Junior Team Members
Certification
Google Data Analytics
Google IT Automation with Python
Timeline
Senior Technical Support
11.2020 - Current
Benefit Advisor
WILLIS TOWERS & WATSON
07.2014 - 02.2017
Customer Service Representative
CONNEXTIONS
08.2013 - 06.2014
Customer Service Representative – Amazon
CONVERGYS
08.2012 - 03.2013
Bachelors - Information Systems
The University of Texas