Summary
Overview
Work History
Education
Skills
Languages
Interests
Timeline
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Julissa Puig

North Arlington

Summary

Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.

Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert [Software] and [Software] user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

5
5
years of professional experience

Work History

Technical Support Specialist

AT&T
09.2022 - Current


  • Led initiatives to streamline communication channels between technical teams and customers, enhancing clarity in support interactions.
  • Analyzed support trends to identify areas for process improvement and increased efficiency.
  • Mentored junior staff on technical procedures, fostering skill development and team performance.
  • Implemented best practices for issue escalation, reducing resolution times significantly.
  • Documented support interactions for future reference.
  • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
  • Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Reduced response time with effective communication skills, ensuring customers received prompt assistance.
  • Documented all client interactions thoroughly in the incident management system via Salesforce, allowing for efficient tracking of recurring issues and trends.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Walked individuals through basic troubleshooting tasks.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Monitor system performance via provisioning and health check.
  • Perform quality assurance standards on tickets and document technical issues and solutions.
  • Perform accurate troubleshooting measures based on customer scenarios and severity.
  • Routinely provide comprehensive and timely updates to customers to inform them of troubleshooting findings and results.
  • Escalate to the appropriate teams, and internal support to further investigate critical issues and prioritize tasks with the most productive path to completion.
  • Respond to customers via Salesforce regarding sim order issues and help track shipping, ensuring real-time accuracy and execution.
  • Contribute to the team by assisting with coverage and documenting At&t processes, guidelines, and training courses as needed.
  • Close tickets via portal according to ticket handling procedures.
  • Collaborated with cross-functional teams to improve service delivery and support processes.

Business Specialist II

AT&T
10.2021 - 09.2022
  • Acknowledge and greet incoming trouble tickets by responding to customer inquiries and complaints.
  • Direct engagement with customers through the ticket portal with outstanding written interpersonal skills and ability to prioritize tasks with concrete deadlines.
  • Understand multiple troubleshooting systems and manage client information database.
  • Perform constant investigation, and troubleshooting measures based on customer scenarios and severity.
  • Routinely follow up with customers to inform them of troubleshooting findings and results with quick and purposeful responses.
  • Forward to the appropriate area or escalate to internal support and supervision for further investigation of critical issues and service outages.
  • Contribute to the team by assisting with coverage and documenting At&t processes, guidelines, and training courses as needed.
  • Close tickets via portal according to ticket handling procedures.
  • Collaborated with cross-functional teams to develop strategic initiatives aligned with organizational goals.
  • Analyzed business processes to identify areas for improvement and enhance operational efficiency.
  • Led training sessions for new staff on company policies, systems, and customer service best practices.
  • Managed project timelines and deliverables to ensure alignment with strategic objectives and stakeholder expectations.
  • Streamlined communication between departments to improve workflow and reduce response times for client inquiries.
  • Implemented process improvements that increased productivity by optimizing resource allocation and task prioritization.
  • Mentored junior team members, fostering professional growth through guidance on complex projects and performance feedback.
  • Achieved higher customer satisfaction ratings by streamlining communication processes between departments.
  • Proactively addressed escalated customer issues with timely resolutions that also identified root causes for preventative action in the future.
  • Led cross-functional teams to successfully execute complex projects on time and within budget constraints.
  • Evaluated employee performance through regular feedback sessions, identifying opportunities for growth and providing necessary support to help team members meet their professional goals.
  • Served as a liaison between executive leadership and departmental staff, ensuring clear communication channels were maintained at all times.
  • Delivered comprehensive financial analysis reports to inform budgeting decisions, leading to more accurate forecasting and resource allocation.
  • Conducted thorough market research to gain valuable insights into competitors'' strategies and industry trends, informing future strategic decisions.
  • Identified opportunities for process improvement, implementing changes that led to increased efficiency and productivity across all departments.
  • Developed comprehensive reports on market trends to inform decision-making and drive business development strategies.

Medical Office Coordinator

Hudson Regional Hospital
07.2020 - 09.2021
  • Greet patients and provide appropriate documentation for each appointment.
  • Manage emails, phone calls, and mail, schedule appointments, and maintain digital and physical records.
  • Coordinate meetings, organize office events, and establish and implement office procedures.
  • Facilitate department communication and ensure effective communication within the office.
  • Complete patient packet including patient signatures, insurance information, and prior medical records.
  • Help maintain and update the ADP Workforce to ensure staff hours are recorded properly.
  • Provide departmental and team support.
  • Implemented electronic health record (EHR) management practices ensuring accurate patient data entry.
  • Coordinated patient scheduling and managed appointment systems to optimize clinic efficiency.
  • Trained new staff on administrative procedures, enhancing team productivity and service quality.
  • Oversaw insurance verification processes, improving reimbursement timelines and reducing claim denials.
  • Developed office protocols that streamlined communication between medical staff and patients.
  • Communicated with patients, insurance companies and providers through phone calls, emails and office drives concerning formularies and coverage limits.
  • Provided exceptional customer service to patients, addressing concerns promptly and professionally.
  • Maintained a high level of confidentiality by handling sensitive patient information with discretion and care.
  • Facilitated training sessions on compliance standards, ensuring adherence to healthcare regulations and best practices.
  • Supported billing staff by making corrections to invoices and insurance submissions.
  • Assisted in the recruitment and training of new staff members, contributing to a knowledgeable and professional team.
  • Created and maintained medical records from time of admission through patient discharge.
  • Facilitated timely billing processes to ensure accurate and prompt reimbursement from insurance providers.
  • Implemented an electronic health record system that streamlined documentation, improving overall efficiency within the office.
  • Improved medical team collaboration by coordinating schedules, meetings, and conferences.
  • Boosted morale among staff members by fostering a positive work environment through clear communication and support.
  • Proactively identified areas for improvement within the office workflow, implementing changes that led to increased productivity among staff members.
  • Coordinated referral processes smoothly, facilitating seamless transitions between primary care providers and specialists when needed.
  • Managed inventory levels effectively, ensuring adequate supplies were available for daily operations without excess waste or cost.
  • Planned and supported staff office meetings by preparing agendas and setting up audio-visual equipment.
  • Processed new office referrals to correct agencies within 24 hours of receiving notice.
  • Managed inventory of medical supplies, negotiating with vendors to ensure cost-effective purchasing.

Project Coordinator

LEA Electric
01.2020 - 06.2020
  • Coordinated project timelines to ensure adherence to client specifications and deadlines.
  • Managed communication between cross-functional teams to streamline project execution.
  • Developed comprehensive project documentation to enhance clarity and compliance.
  • Facilitated meetings with stakeholders to gather feedback and drive project improvements.
  • Implemented process improvements that increased overall efficiency of project workflows.
  • Mentored junior team members, fostering skill development and knowledge sharing.
  • Analyzed project performance metrics to identify areas for enhancement and strategic alignment.
  • Led initiatives that optimized resource allocation and minimized operational bottlenecks.
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Prepared meeting agendas and minutes for distribution and record keeping.
  • Established feedback loop with clients post-project delivery, gathering insights that informed improvements in future projects.
  • Optimized resource allocation across projects, ensuring optimal use of personnel and materials for on-time project completions.
  • Photocopied, distributed and emailed documents to project managers.

Education

BBA - Nutrition and Food Science, Minor Food Systems

Montclair State University
Montclair, NJ
01.2020

Associate of Arts - Liberal Arts

Hudson County Community College
Jersey City, NJ
01.2016

Skills

    Bilingual

  • Application installations
  • Technical troubleshooting
  • Customer support
  • Application support
  • Asset management
  • Performance optimization
  • Mobile device management
  • Software installation
  • Network administration

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Interests

  • Tech enthusiast, passionate about exploring the latest advancements and innovations
  • Dancing
  • Blogging/Content Creator
  • Gym Workouts
  • Music

Timeline

Technical Support Specialist

AT&T
09.2022 - Current

Business Specialist II

AT&T
10.2021 - 09.2022

Medical Office Coordinator

Hudson Regional Hospital
07.2020 - 09.2021

Project Coordinator

LEA Electric
01.2020 - 06.2020

BBA - Nutrition and Food Science, Minor Food Systems

Montclair State University

Associate of Arts - Liberal Arts

Hudson County Community College

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