Raven Thompson
Buffalo,NY
Summary
Experienced Support Specialist with a strong background in troubleshooting, customer service, and technical support. Demonstrated strengths in problem solving, team collaboration, and communication skills. Known for consistently delivering high-quality assistance that exceeds customer expectations. Proven track record of improving client satisfaction and streamlining processes within departments.
Overview
3
3
years of professional experience
Work History
Participant Support Specialist
P&A Group
Williamsville, NY
02.2024 - Current
- Provided technical support to customers via phone and email.
- Documented customer inquiries and resolutions in a ticketing system.
- Answer incoming calls, interpret caller's question/problem, and provide resolutions, researching solutions.
- Provide guidance and resources on plan terms, content, and eligibility in compliance with applicable regulations.
- Maintain data protection, privacy, security, and maintain HIPAA compliance for participants and clients.
- Follow up with participants or administrators via phone or email to resolve open issues.
- Be logged into phones and chat software, and be available to take chats at all times. Always use excellent spelling and grammar in chats.
- Log all calls and chats in Flex Connect.
Customer Service Representative
Acara Solutions
Buffalo, NY
12.2021 - 07.2023
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries via phone and email.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- Assisted customers with billing and technical support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
High School Diploma -
Willowridge High School
Houston, TX07-2018
Skills
- Trend Analysis
- Technical assistance
- Customer Relationship Management
- Call Management
- Debugging
- Failure resolution
- Remote Support
Timeline
Participant Support Specialist
P&A Group
02.2024 - Current
Customer Service Representative
Acara Solutions
12.2021 - 07.2023
High School Diploma -
Willowridge High School
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