SERENE DAY
Glendale,AZ
Summary
To obtain my knowledge with your company and enhance my skill set for growth and advancement within this organization. I am dedicated and have excellent written and communication skills with a desire and passion to succeed in the technology field.
Dedicated Technical Support professional with expertise in troubleshooting, network configuration, and customer service. Proven track record of resolving complex issues and enhancing client satisfaction.
Overview
18
18
years of professional experience
Work History
Tech Support II
Rheem Manufacturing
12.2023 - Current
- The Technical Support Representative is responsible for rendering knowledgeable assistance to customers in solving and diagnosing product service and installation problems for documented and undocumented issues related to multiple product types.
- Understand technical product specifications and water heater fundamentals for multiple product types.
- Explain and interpret warranties to customers as they apply to products.
- Process and follow-up on warranty claims authorized by Technical Support, place orders for replacement warranty parts, and dispatch service contractors as required.
- Water Heater Division
Tier II Tech Support
Thrive DX / HackerU
08.2020 - 11.2023
- Collaborating with the Operations and workforce management team to assist with the planning, implementation, maintenance and documentation of all facets of reliable, efficient, integrated computer information networks.
- Provide help desk support, by phone, zoom, chat, email and slack and utilizing the Jira ticketing system.
- Provide continuous basic troubleshooting to solve issues related to desktop software, mobile devices, headsets, Salesforce, Calendly and the Five 9 softphone system hardware.
- Researching resolutions to minimize ongoing system issues and documenting all issues and information.
Admissions Advisor
Trident University International
01.2019 - 08.2020
- The Admissions Advisor is responsible for advising and recruiting prospective military, civilian and international students for the University's undergraduate, graduate degree/certificate programs of their choice.
- Answer emails and phone calls within 24 hours or inform student when they can expect requested information within 24 hours.
- Assist the students through the enrollment registration process, assisting with setup for orientation and first class in the student's portal.
National Admissions Consultant
Colorado Technical University
07.2017 - 01.2019
- Professionally recruits prospective students for the school of business, and technology.
- Conduct telephone interviews and e-mail correspondence to identify student prospects to determine their educational needs, concerns and interests.
- Assisting with registration and downloads associated with the classes, as well as troubleshooting any software and hardware issues.
- Lead a group of 5 where we will deal with the technical issues after enrollment such as downloading apps for classes, log in issues, and resolving basic system issues that would prevent them from their classes.
Medicare Part C Regulatory and Non-Regulatory Appeal Reviewer
Cognizant Technology Solutions
06.2016 - 06.2017
- Receives documents, investigates, refers and coordinates grievances and appeals.
- Initiates case files for each appeal.
- Researches and assesses appeals.
- Maintains data base for completing appeal reports required by agencies and the organization.
- Research and analyze Medicare claims and related material including customer history.
- Compose formal letters of redeterminations and other issues.
- Appropriately use system for tracking/trending purposes.
- Keep abreast of all changes/updates regarding Medicare policy and departmental guidelines.
- If the client were having technical issues I would assist.
Enrollment Specialist
EDMC: The Arts Institute
01.2014 - 01.2016
- Recruiting potential students for the call center by calling outbound to potential students who request information for our programs and conducting the interview process while building a relationship with students as well as providing detail information about the school and the placement in web design, graphic design and event planning.
- Helping with the enrollment process which includes uploading of documents, helping with the set-up of their campus common, student success plan and following up with support, and motivation with the teamwork of the finance and academic counselor if needed.
- Referral captain: Providing different approaches to obtain referrals for teammates.
Claims Processor
Blue Cross Blue Shield of AZ
01.2013 - 01.2014
- Process claims from out of state members for healthcare services and time effective problem solving for the clients, guidance and additional sales for the company.
HR Assistant/ CSR III
TriWest Healthcare Alliance
08.2011 - 01.2013
- Working with military clients, and providers.
- I processed payments over the phone for their insurance plans and working individually and as a team to provide the best customer service as well as quickly and effectively solving customer challenges & initiating sales for supplement insurance plans.
- As the team leader for the contact department, maintaining quality control/satisfaction records, constantly seeking new ways to improve customer service and assisting the supervisor if needed.
Customer Service Specialist/Administrative Support
Humana Pharmaceuticals Call Center
09.2007 - 08.2011
- Answering incoming calls from customers regarding their medications and prescriptions, promoting other products to the client for additional sales.
- Making follow up outbound calls to follow up with the customer to make sure the orders has been received and to provide any guidance or educate them if they need to reorder or have any issues.
- Problem solving for the customers.
- Trainer for 3 years from June 2009 to August 2011.
Education
Associates of Applied Science - Business Management and Accounting
Stevens-Henager College
Murray, UTBachelor of Science - Business Administration / Human Resources
Stevens-Henager College
Murray, UTSkills
- Recruiting
- Customer Service
- Sales
- CRM
- ATS
- PeopleSoft
- Network Configuration
- Troubleshooting
- Ticketing Systems
- Jira
- Salesforce
- Five9
- Velocify
- Calendly
- Zendesk
- Open Desk
- SaaS
- Remote Support Tools
- Call Center Experience
Timeline
Tech Support II
Rheem Manufacturing
12.2023 - Current
Tier II Tech Support
Thrive DX / HackerU
08.2020 - 11.2023
Admissions Advisor
Trident University International
01.2019 - 08.2020
National Admissions Consultant
Colorado Technical University
07.2017 - 01.2019
Medicare Part C Regulatory and Non-Regulatory Appeal Reviewer
Cognizant Technology Solutions
06.2016 - 06.2017
Enrollment Specialist
EDMC: The Arts Institute
01.2014 - 01.2016
Claims Processor
Blue Cross Blue Shield of AZ
01.2013 - 01.2014
HR Assistant/ CSR III
TriWest Healthcare Alliance
08.2011 - 01.2013
Customer Service Specialist/Administrative Support
Humana Pharmaceuticals Call Center
09.2007 - 08.2011
Associates of Applied Science - Business Management and Accounting
Stevens-Henager College
Bachelor of Science - Business Administration / Human Resources
Stevens-Henager College