Romeca Tucker
Waldorf,MD
Summary
Versatile professional adept at managing multiple projects, providing exceptional customer support, and streamlining office operations for major productivity gains. Demonstrating expertise in providing outstanding administrative and operational management within high-energy business environments. Exceptional Customer Service Solid computer, analytical, and communication skills. Enthusiastic team player, detail oriented with a high degree of accuracy and reliable. Ability to manage multiple task and meet deadlines. Experienced in Call Center, Residential and a Corporate environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Support Specialist
CGI Federal Contractor
Washington, DC
01.2019 - Current
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Imaging/reimaging of thin clients/laptops.
- Updated thin clients/laptops when a new image has been created.
- Creating excel sheets for old/damaged/outdated assets.
- Provide end user support and troubleshooting of software and hardware issues.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment. Coordinated with government for excess disposal of the out dated inventory.
- Maintained a detailed inventory list of hardware equipment such as mice,
keyboards, headsets, iPad stands, chargers, and cables for monitors. - Removed hard drives from old/broken laptops that are being destroyed, are then safely and securely packaged for electronic disposal.
- Assisted with the onboarding process of remote/hybrid employees by effectively shipping essential electronic equipment to users.
- Answered questions and provided information to customers about new software or hardware.
- Collaborated with supervisor to escalate and address customer inquiries or technical issues.
Telecommunications Billing Specialist
Charter Communications (Formerly Time Warner Cable)
01.2010 - 12.2017
- Responsible for managing Commercial and Residential accounts receivables aging
- Communicate with customer, via the telephone, e-mail correspondence to resolve disputes
- Monitor and maintain an up-to-date billing system –Salesforce/ICOMS
- Review accounts/invoices to ensure the customer is billing correctly
- Effective reconciliation of accounts on a monthly basis
- Support internal and external departments
- Follow established policies and procedures
- Process Adjustments and credits
- Collect and allocate payments and report activities accordingly
- Generate and send out monthly invoices (PDF or E-Bill)
- Prepare and submit audit reports monthly
- Efficiently worked with customers to resolve past due balances or settle ETFs (Early Term Fees)
- Helped to maximize sales of the company, by generating revenue.
Paralegal Debt Collector
Mann Bracken Attorney at Law
01.2007 - 12.2009
- Assist the attorney in effectuating recovery of outstanding balances and/or assets of prejudgment and post-judgment creditor clients
- Responsible for reviewing and collection of past due bills owed by patient/guarantor
- Analyzed individual balance due, identified problem delinquencies and administers a solution in order to collect the balance of the debt
- Was consistently in contact with the patient/guarantor via telephone or correspondence to ensure their understanding of billing practices, patient responsibility and collection policies.
Pre-Legal Collection
NCO Financial
01.2004 - 11.2007
- Communicate with customers by telephone and written correspondence to attempt to bring resolution to unpaid accounts
- Demonstrate effective skip tracing techniques and process accounts for legal action
- Provide thorough, efficient and accurate updates to files and records for each call made
- Adhere to FDCPA (Fair Debt Collection Practices Act) guidelines.
Education
Associate of Applied Science - Cloud Information Technology
College of Southern Maryland
La Plata, MD10.2024
Health Insurance Portability and Accountability Act
01.2006
Fair Debt Collection Practice Act
01.2006
Strafford University -
01.2002
Computer Learning Center -
01.1997
Skills
- Cloud computing knowledge
- Client Relationship Building
- Customer Service
- User Support
- Problem-Solving
- Security Protocols
- Software Upgrades
- Hardware upgrades
- Collaborative Team Player
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Windows 10
- Account updating
Certification
CompTIA Security +ce
Qualys Vulnerability Management Training
Timeline
IT Support Specialist
CGI Federal Contractor
01.2019 - Current
Telecommunications Billing Specialist
Charter Communications (Formerly Time Warner Cable)
01.2010 - 12.2017
Paralegal Debt Collector
Mann Bracken Attorney at Law
01.2007 - 12.2009
Pre-Legal Collection
NCO Financial
01.2004 - 11.2007
Associate of Applied Science - Cloud Information Technology
College of Southern Maryland
Health Insurance Portability and Accountability Act
Fair Debt Collection Practice Act