Sharda Cunningham
Lancaster,SC
Summary
Senior support advisor with over 5 years of experience in resolving complex issues and mentoring teams in high-volume environments. Demonstrated ability to reduce resolution times and enhance user satisfaction through effective problem-solving and process improvements.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Senior Technical Support Advisor
Concentrix
08.2021 - Current
- Led troubleshooting initiatives, reducing average resolution time by 40%.
- Mentored and trained 5+ junior advisors, enhancing team performance and technical knowledge.
- Streamlined support processes, increasing efficiency and improving customer satisfaction scores.
- Led escalations to back-end engineering team.
Medicare Claims Processor
Teleperformance USA
02.2020 - 08.2021
- Ensured 100% regulatory compliance in Medicare claim processing through rigorous documentation review.
- Reviewed and verified claim documentation to minimize errors and expedite resolution of discrepancies.
- Communicated effectively with healthcare providers regarding claim status and required documentation.
- Collaborated with team members to streamline claims processing workflows, enhancing overall productivity.
QA Analyst
McClancy
08.2018 - 11.2019
- Assisted in executing test plans and test cases for software applications.
- Collaborated with developers to identify and document 50+ software defects during pre-release testing.
- Supported user acceptance testing by gathering feedback from end-users.
- Contributed to quality assurance documentation including test scripts and reports.
Education
High School Diploma -
Lancaster High School
Lancaster, SC05.2018
Skills
Expert problem solving
- Remote support
- Training and mentoring
- Escalation handling
- Security protocols
- Advanced troubleshooting
Training and mentoring
Escalation management
Security protocols
Certification
- CRM Tools: Zendesk and Salesforce
- Technical tools: Windows Server and remote support tools
Timeline
Senior Technical Support Advisor
Concentrix
08.2021 - Current
Medicare Claims Processor
Teleperformance USA
02.2020 - 08.2021
QA Analyst
McClancy
08.2018 - 11.2019
High School Diploma -
Lancaster High School