Rolexia Wiggins
Tampa,FL
Summary
Detail-oriented technical support specialist with extensive experience in telecommunications, retail, and customer service. Skilled in troubleshooting highly technical and complex issues with patience and efficiency, delivering Tier 2 and Tier 3 support expertise. A proactive analytical problem-solver with exceptional communication and interpersonal skills. Experienced in interviewing claimants, compiling accurate records, and documenting findings. Well-versed in insurance policies, industry practices, and standards, with a strong ability to balance technical knowledge and customer care to ensure seamless resolutions and satisfaction.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Spectrum
Tampa, FL
02.2023 - 11.2024
- Resolved technical issues for customers, restoring service and functionality efficiently to minimize downtime.
- Delivered remote support by guiding customers through resolutions with patience and professionalism, ensuring positive experiences.
- Boosted customer satisfaction by providing timely and accurate solutions for software and hardware challenges.
- Troubleshot and resolved complex technical problems, improving user experience and streamlining operations.
- Maintained in-depth knowledge of company products and services to provide accurate, reliable support to customers.
- Trained and mentored new team members on technical support procedures, improving team efficiency and service delivery.
- Adopted a customer-focused approach, consistently exceeding satisfaction targets and cultivating strong client relationships.
Claims Specialist
UnitedHealthcare
Tampa, FL
06.2018 - 01.2023
- Processed high volumes of claims in a fast-paced environment, optimizing productivity and ensuring timely resolution.
- Analyzed complex claims to determine next steps and potential outcomes, improving accuracy and decision-making.
- Followed up on unresolved claims, providing customers with timely updates and enhancing overall satisfaction.
- Identified fraudulent claims through meticulous analysis, effectively reducing financial losses for the company.
- Shortened claim settlement turnaround times by efficiently managing deadlines, prioritizing tasks, and maintaining attention to detail.
- Streamlined claims processing workflows, reducing average processing time by 20% and improving service delivery.
- Consistently exceeded performance targets, managing high-volume claims with precision and contributing to a 15% increase in team productivity.
FC Associate
Amazon
Sun City, FL
10.2017 - 06.2018
- Quickly adapted to new processes and maintained punctuality, ensuring smooth operations and consistent workflow at Amazon Fulfillment Center.
- Managed inventory efficiently and streamlined order processing, contributing to a 15% increase in daily fulfillment rates as an FC Associate 2.
- Collaborated closely with team members to ensure timely and accurate order fulfillment, fostering a supportive and cooperative work environment.
- Monitored order accuracy to ensure all packages met quality standards, enhancing customer satisfaction and trust.
- Maintained high energy and a positive attitude, motivating peers and improving overall workplace morale.
- Facilitated team coordination to achieve timely order processing, driving operational success and efficiency.
Education
Riverview High School
Riverview, FL05.2017
Skills
- Customer Relationship Management (CRM) Software (eg, Salesforce, Zendesk, HubSpot)
- Call Center Operations
- Technical Troubleshooting
- Multichannel Support (phone, email, chat, social media)
- Data Entry and Record Keeping
- Product Knowledge Expertise
- Order Management Systems
- Knowledge of [specific industry or product] (eg, telecommunications, insurance policies)
- Active Listening
- Empathy and Patience
- Time Management
- Attention to Detail
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
- Familiarity with Remote Support Tools (eg, TeamViewer)
- Typing Speed and Accuracy
- Data Analysis (basic knowledge in Excel or other tools)
- Knowledge of IT or Telecommunications Systems (if relevant)
Timeline
Customer Service Representative
Spectrum
02.2023 - 11.2024
Claims Specialist
UnitedHealthcare
06.2018 - 01.2023
FC Associate
Amazon
10.2017 - 06.2018
Riverview High School