Stephanie Northcutt
Sulphur Springs,TX
Summary
Customer service expert seeking remote work where I can apply my superb interpersonal abilities and problem-solving ability to deliver outstanding customer service and timely customer resolution. Having a strong technical background, outstanding critical thinking skills, and a dedication to building good client relationships. Driven to implement efficient customer service practices, maximize customer support, and provide original responses to inquiries from customers. committed to increasing customer satisfaction.
Overview
14
14
years of professional experience
Work History
Product Support Specialist
Working Solutions, LLC
05.2022 - 02.2024
- Successfully handled escalated customer support cases, achieving a resolution rate of 95%
- Worked from home providing excellent technical support while maintaining high metrics & net promoter score (NPS) for customer satisfaction & resolution
- Utilized Salesforce software efficiently, ensuring fast and smooth customer service.
Associate
Talent Net Via Thomson Reuters
01.2021 - 04.2022
- Provided customer technical support for program UltraTax
- Responded to inquiries from customers in inquiries of the program UltraTax regarding the installation, functionality, and performance of supported products either verbally by telephone, chat or in writing by email or letter
- Utilized Zendesk support software to manage and resolve customer service tickets.
Operations Customer Service
Alorica
11.2017 - 12.2021
- Remotely provided superb customer service for programs such as HSN, Costco and TurboTax
- Provided troubleshooting techniques over the phone or over web messenger to detect and resolve issues, customer service and support solutions
- Utilized my strong technical expertise in delivering helpdesk support, including set up for staff and employees.
Patient Financial Counselor
Bay Medical Sacred Heart
10.2016 - 10.2017
- Liaison between patients and hospital
- Became CRCR Certified
- (Certified Revenue Cycle Representative)
- Worked in a face-paced environment to maintain patients' accounts for billing and insurance purposes
- Assured proper financial classification, determines proper guarantor, and updates system accordingly.
Claims Adjuster Assistant
Independent Contractor
07.2010 - 10.2016
- Worked alongside claims adjuster in scoping damages of property
- Stayed up to date on policies and procedures to determine coverage
- Contacted insured to schedule appointment
- Completed back-end documentation, FRC letter, and printed check for the closing of claim.
Education
Associates of Applied Science in Accounting -
Everest University-Pompano Beach
01.2012
Medical Assisting, Medical/Clinical Assistant -
Remington College-Mobile Campus
01.1998
Skills
- Cross-Functional Collaboration
- Hardware troubleshooting
- Remote Support
- User Acceptance Testing
- Security Protocols
- Application support
- CRM Software
- Operating systems
- Mobile Device Support
- Technical Troubleshooting
- Escalation management
- Service desk support
Tools and Software
Customer Relationship Management (CRM), Issue Troubleshooting, Remote Desktop Software, Technical Support, Service Ticket Management, Zendesk, Salesforce, Live Chat, Amazon Connect, Slack, Skype, Microsoft Teams, Zoom, Google Meet, Webex, Windows (Expert), Mac OS (Intermediate), Linux (Basic), Microsoft Office Suite, Google Workspace, VPNs, Remote Desktop
Accomplishments
- Cum Laude, President's List of Everest University, 4.0 GPA
Timeline
Product Support Specialist
Working Solutions, LLC
05.2022 - 02.2024
Associate
Talent Net Via Thomson Reuters
01.2021 - 04.2022
Operations Customer Service
Alorica
11.2017 - 12.2021
Patient Financial Counselor
Bay Medical Sacred Heart
10.2016 - 10.2017
Claims Adjuster Assistant
Independent Contractor
07.2010 - 10.2016
Associates of Applied Science in Accounting -
Everest University-Pompano Beach
Medical Assisting, Medical/Clinical Assistant -
Remington College-Mobile Campus
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