Taejah-Nicole Prather
Knoxville,United States
Summary
Adept at technical troubleshooting and clear communication, I enhanced customer satisfaction and streamlined support processes at ONE INC. My knack for mediation and simultaneous task management led to significant improvements in team efficiency and client relations, showcasing my ability to exceed employer expectations with strategic solutions and empathetic service.
Overview
16
16
years of professional experience
Work History
Customer Technical Support Analyst
ONE INC
Knoxville, United States
03.2023 - 02.2026
- Diagnose issues swiftly, improving resolution times and enhancing user satisfaction.
- Facilitate communication between engineering and QA teams, ensuring clarity.
- Mentor new hires for smooth onboarding and adherence to protocols.
- Implement solutions with root cause analysis, focusing on effective resolution.
- Lead cross-functional collaboration to streamline issue resolution workflows.
- Coordinate with development teams to identify system bottlenecks and implement effective solutions, enhancing overall service delivery.
- Drive continuous improvement in support processes through data analysis and strategic recommendations, leading to enhanced customer satisfaction.
- Foster knowledge sharing across teams by creating comprehensive documentation and conducting technical training sessions.
- Pioneer automated support solutions and self-service resources, transforming customer experience and operational efficiency.
- Analyse system performance metrics to identify bottlenecks and implement targeted solutions, resulting in measurable improvements to service reliability.
- Build robust knowledge-sharing frameworks between support and development teams, enhancing cross-functional problem-solving capabilities.
- Document customer interactions to boost satisfaction and ensure prompt technical support.
- Report software bugs, enhancing product reliability through collaboration.
- Manage high call volumes, diagnosing issues to maintain operational systems.
- Install systems, ensuring secure and efficient network connections.
- Analyze support patterns for improved first-call resolution with systematic solutions.
- Facilitated cross-functional partnerships with development teams to implement lasting solutions for persistent technical challenges.
- Transformed customer support processes through data-driven analysis, creating targeted solutions that enhanced service quality.
- Led system optimisation initiatives through proactive maintenance protocols, maximising network efficiency while maintaining comprehensive documentation.
- Resolved complex customer issues, boosting satisfaction and loyalty.
- Educated customers on products, leading to higher sales and better experiences.
- Trained new team members, ensuring smooth integration and enhanced team performance.
Customer Service Representative
AT&T Inc.
Atlanta, United States
03.2019 - 03.2023
- Diagnose issues swiftly, improving resolution times and enhancing user satisfaction.
- Facilitate communication between engineering and QA teams, ensuring clarity.
- Mentor new hires for smooth onboarding and adherence to protocols.
- Implement solutions with root cause analysis, focusing on effective resolution.
- Lead cross-functional collaboration to streamline issue resolution workflows.
- Coordinate with development teams to identify system bottlenecks and implement effective solutions, enhancing overall service delivery.
- Drive continuous improvement in support processes through data analysis and strategic recommendations, leading to enhanced customer satisfaction.
- Foster knowledge sharing across teams by creating comprehensive documentation and conducting technical training sessions.
- Pioneer automated support solutions and self-service resources, transforming customer experience and operational efficiency.
- Analyse system performance metrics to identify bottlenecks and implement targeted solutions, resulting in measurable improvements to service reliability.
- Build robust knowledge-sharing frameworks between support and development teams, enhancing cross-functional problem-solving capabilities.
- Document customer interactions to boost satisfaction and ensure prompt technical support.
- Report software bugs, enhancing product reliability through collaboration.
- Manage high call volumes, diagnosing issues to maintain operational systems.
- Install systems, ensuring secure and efficient network connections.
- Analyze support patterns for improved first-call resolution with systematic solutions.
- Facilitated cross-functional partnerships with development teams to implement lasting solutions for persistent technical challenges.
- Transformed customer support processes through data-driven analysis, creating targeted solutions that enhanced service quality.
- Led system optimisation initiatives through proactive maintenance protocols, maximising network efficiency while maintaining comprehensive documentation.
- Resolved complex customer issues, boosting satisfaction and loyalty.
- Educated customers on products, leading to higher sales and better experiences.
- Trained new team members, ensuring smooth integration and enhanced team performance.
Customer Service Representative Reservation Agent
Sabre Hospitality
Dallas, United States
03.2014 - 05.2019
- Optimize booking procedures through detailed analysis of customer interactions, implementing solutions that improved service delivery and guest experience.
- Mentored new team members while maintaining exceptional service standards, contributing to department-wide performance improvements and consistent guest satisfaction.
Healthcare Customer Service Representative
Maximus
Knoxville, United States
10.2009 - 03.2014
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Providing compassionate and efficient customer service.
- Streamlined patient interactions with billing procedures.
- Actively listen to patients and understand their concerns.
- Assist patients in resolving their medical bills.
- Provide information and guidance on healthcare options.
- Showcased proficiency in patient care.
- Strategic team player, skilled in managing electronic health records, driving sales, and delivering excellent customer service.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company's database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Streamlined healthcare communication processes while maintaining HIPAA compliance, enabling efficient resolution of patient inquiries and enhanced service delivery.
- Developed comprehensive patient support strategies, improving first-call resolution rates through detailed documentation and effective problem-solving.
- Implemented systematic approaches to medical billing inquiries, while maintaining strict confidentiality standards and regulatory compliance.
- Fostered seamless coordination between healthcare providers, insurance companies, and patients, ensuring optimal resolution of complex billing matters.
- Maintained meticulous electronic health records while delivering compassionate customer service and resolving complex healthcare-related challenges.
Education
Bachelor of Science -
Purdue University
West LafayetteHigh School Diploma -
West Point High
West Point, MSSkills
- Technical Troubleshooting
- Customer Service
- Communication
- Problem Solving
- Task Management
- Mediation
- Time Management
- HIPAA Compliance
- Software Configuration
- Network Management
- System Administration
- Training
- Documentation
- Remote support
- Hardware support
- Operating systems expertise
- Empathy and patience
- Ticketing system proficiency
- Microsoft outlook
- Operating systems
- Hardware upgrades
- Microsoft office specialist (MOS) master
- Linux programming and administration
- Desktop support
- Call center operations
- Network diagnostics
- Verbal and written communication
- Wide-area networks
- Analytical thinking
- Appointment scheduling
- Issue escalation
- Network configuration
- Windows xp/vista
- User support
- Windows 10
- Account management
- User credential management
- Ticket management
- Product knowledge
- Product troubleshooting
- System diagnostics
- Performance testing
- Active listening
- Decision-making
- Data entry
- Technical documents comprehension
- Hardware diagnostics
- Call recordkeeping
- Microsoft certified solutions associate (MCSA) certificate
- Customer service
- Hardware and peripherals
- Information protection
- Support case resolution
- Technical issues analysis
Timeline
Customer Technical Support Analyst
ONE INC
03.2023 - 02.2026
Customer Service Representative
AT&T Inc.
03.2019 - 03.2023
Customer Service Representative Reservation Agent
Sabre Hospitality
03.2014 - 05.2019
Healthcare Customer Service Representative
Maximus
10.2009 - 03.2014
Bachelor of Science -
Purdue University
High School Diploma -
West Point High