Rhonda Theas
Savannah,Missouri
Summary
Adept at enhancing customer satisfaction and exceeding performance targets, I leveraged my problem-solving and technical troubleshooting skills at Alorica-Verizon to resolve complex issues, boosting client retention. My collaborative efforts led to long-term solutions, demonstrating my attention to detail and commitment to professional excellence.
Overview
3
3
years of professional experience
Work History
Tier 2 Technical Support Specialist
Alorica- Verizon
05.2022 - Current
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Achieved consistent positive performance reviews from both customers and management, reflecting dedication towards delivering top-notch support services.
- Collaborated with cross-functional teams to identify recurring issues and develop long-term solutions to prevent future occurrences.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
- Exceeded departmental targets in terms of resolved cases per month continuously throughout tenure as a Tier 2 Technical Support Specialist.
- Boosted client retention by consistently delivering exceptional Tier 2 technical support services.
- Served as a resource to Tier 1 support technicians, providing guidance and advice on complex issues to ensure seamless escalation of cases when needed.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Diagnosed and troubleshot hardware, software and network issues.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Workforce Development Specialist
Alorica- Department Of Workforce Development WI
04.2021 - 05.2022
- Enhanced customer satisfaction by resolving complex claim issues in a timely and professional manner.
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times.
- Handled escalated claimant issues professionally, working towards satisfactory resolutions without compromising company policies or procedures.
- Improved the accuracy of claims data by regularly updating and maintaining electronic records.
- Provided exceptional customer service to both internal and external stakeholders while managing a high volume of incoming calls and emails daily.
- Supported management in policy development initiatives related to claim processing standards and best practices.
- Assisted clients with completion of applications and paperwork.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
Medicare Enrollment Specialist
Alorica- United Health Care
12.2020 - 04.2021
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
- Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage plans.
- Supported department goals by consistently meeting or exceeding established metrics related to call quality, timeliness, and accuracy.
- Improved call center performance by consistently maintaining a high level of professionalism and productivity.
- Educated customers on preventative care measures, promoting overall health and wellness among beneficiaries.
- Reduced call handling time with efficient problem-solving skills and comprehensive knowledge of Medicare policies and procedures.
Education
High School Diploma -
Southwest R1
Ludlow, Missouri05.1993
Skills
- Network configuration
- Application support
- Mobile Device Support
- Data Recovery
- Customer Service
- Problem-Solving
- Attention to Detail
- Troubleshooting Network Issues
- Technical issues analysis
- Technical Troubleshooting
- Highly Professional
- Claims Processing
- Documentation and paperwork
Timeline
Tier 2 Technical Support Specialist
Alorica- Verizon
05.2022 - Current
Workforce Development Specialist
Alorica- Department Of Workforce Development WI
04.2021 - 05.2022
Medicare Enrollment Specialist
Alorica- United Health Care
12.2020 - 04.2021
High School Diploma -
Southwest R1
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