Rosanna Fogus
Lewisburg
Summary
Developed strong analytical and communication skills in fast-paced support environment. Demonstrated ability to manage customer inquiries and technical issues, ensuring prompt and effective resolution. Seeking to transition into new field, leveraging these transferable skills to bring value and innovation.
Overview
20
20
years of professional experience
Work History
Personal care support system
PCSS
01.2024 - Current
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.
Personal Care Assistant
Diversified Assessment Therapy Services D.A.T.S
03.2019 - Current
- Provide in home care for individuals with intellectual disabilities
- Follow through with goals that the client is specifically working towards, by providing verbal and hand over hand assistance
Retention Billing Specialist
Frontier Communications formerly Verizon Communications
11.2020 - 01.2022
- Retention billing agent
- Duties included Handling inbound calls for billing department, de-escalating and resolving issues with a first call resolution
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Researched and resolved billing discrepancies to enable accurate billing.
Personal Care Assistant
WV Choice
08.2015 - 06.2017
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Built strong relationships with clients to deliver emotional support and companionship.
Tech support specialist level II
Frontier Communications TRG
08.2009 - 11.2011
- Independently troubleshoot and diagnose network, line issues, software/hardware faults
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Install hardware and software
- level II tech support specialist
- Handling supervisor calls, supporting level I techs and customers to the fullest
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Supported Living Assistant
Open Doors
05.2005 - 08.2007
- Supported living companion
- Delivered consistent excellence in care by adhering to all relevant regulations and guidelines within the supported living environment.
- Improved residents'' quality of life by developing individualized care plans and providing compassionate support.
- Coordinated transportation services for residents to attend medical appointments or other important engagements.
Education
High school or equivalent - Psychology
Greenbrier East High School
Ronceverte, WV06.2005
Bachelor of Science - Cyber Security Digital Forensics & Software Develo
Strayer University
West Virginia06-2027
Skills
- Keyboarding and document processing
- Microsoft Office
- Outlook
- Microsoft Access
- Scripting
- Microsoft SQL Server
- Technical support
- Operating systems
- LAN
- IP networking
- Driving
- Clerical experience
- Typing
- Customer service
- Computer hardware
- Phone etiquette
- Computer skills
- Basic math
- Sales
- Social media management
- Telemarketing
- Computer networking
- Windows
- Cash handling
- Mac OS
- Negotiation
- Marketing
- Fundraising
- WordPress
- Organizational skills
- Communication skills
- Microsoft Excel
- Microsoft Word
- IT support
- Cash register
- Team management
- SQL
- TCP/IP
- WAN
- Microsoft Windows Server
- DHCP
- Help Desk
- Support services
- Active Directory
- Ticket management
Timeline
Personal care support system
PCSS
01.2024 - Current
Retention Billing Specialist
Frontier Communications formerly Verizon Communications
11.2020 - 01.2022
Personal Care Assistant
Diversified Assessment Therapy Services D.A.T.S
03.2019 - Current
Personal Care Assistant
WV Choice
08.2015 - 06.2017
Tech support specialist level II
Frontier Communications TRG
08.2009 - 11.2011
Supported Living Assistant
Open Doors
05.2005 - 08.2007
High school or equivalent - Psychology
Greenbrier East High School
Bachelor of Science - Cyber Security Digital Forensics & Software Develo
Strayer University
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