Summary
Overview
Work History
Education
Skills
Timeline
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Rolexia Wiggins

Tampa,FL

Summary

Detail-oriented technical support agent with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards.

Overview

6
6
years of professional experience

Work History

Technical Support Representative

Spectrum
02.2023 - 03.2024
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.

Claims Representative

UnitedHealth Group
06.2018 - 01.2023
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Researched and analyzed complex claims to determine next steps and possible outcomes.
  • Followed up with customers on unresolved issues.
  • Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
  • Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
  • Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
  • Reduced turnaround time for claim settlements by prioritizing tasks and managing deadlines effectively.
  • Calculated adjustments, premiums and refunds.
  • Checked documentation for accuracy and validity on updated systems.

Education

High School Diploma -

Riverview High School
Riverview, FL
05.2017

Skills

  • Technical Troubleshooting
  • Technical Support
  • Product Troubleshooting
  • Remote Support
  • Call Center Operations
  • Ticket management
  • Organizational Skills
  • Active Listening
  • Friendly and Patient
  • Problem-Solving
  • Attention to Detail
  • Highly Professional
  • Online Chat Support
  • Error Detection

Timeline

Technical Support Representative

Spectrum
02.2023 - 03.2024

Claims Representative

UnitedHealth Group
06.2018 - 01.2023

High School Diploma -

Riverview High School

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Rolexia Wiggins