Taina Gantt
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Analyst
Zones nFrastructure
06.2023 - Current
- Routed and/or provided resolution to 40-60 tickets remotely using Avaya one-X Agent and ServiceNow in an internal IT help desk. Averaged 97% customer satisfaction rating and less than 2% RONA and call abandonment rate
- Extended application support included password resets and general troubleshooting in Active Directory, 3270 Mainframes, Microsoft Office products and healthcare applications like Citrix and TIMES.
- Delivered general network support for Citrix AnyConnect VPN, LANS, WANS, VLANS, printers, shared files, and iOS products using over the phone remote desktop support.
- Translated complex technical terminology and employed conflict resolution techniques to internal end users.
- Updated enterprise knowledge base when new solutions were tested and established for general support use.
Patient Service Representative
CVS Specialty Pharmacy
09.2021 - 02.2022
- Managed patient records, processed 60+ refill request calls per day with 98% accuracy rate.
- Proficiently processed prior authorizations and analyzed insurance coverages when needed to override approvals for critical medications
- Monitored and maintained departmental performance metrics, ensuring adherence to deadlines and call volume.
- Partnered with physicians and vendors to optimize patient care through effective use of medications whilst adhering to HIPPA regulations/laws.
Lead Sales Associate/Customer Service(Seasonal)
Wildlife Conservation Society
09.2019 - 11.2019
- Increased ticket and membership sales by 25% by engaging in event campaigns and engaging with customers through upselling techniques.
- Reviewed products and benefits with customers to provide insight on best options to purchase for eventful experiences.
- Elevated customer experience by greeting and engaging with visitors by using prior knowledge to provide educational facts on animal species, diets, and exhibit locations.
- Provide service recovery - resolve member concerns by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issues to an onsite manager.
Education
Associate of Applied Science - Information Technology
Purdue University
West Lafayette, IN06.2024
Associate of Science - Veterinary Technology
Penn Foster College
Scottsdale, AZ05.2024
High School Diploma -
Murray Hill Academy
New York, NY06.2019
Skills
- Microsoft Office(Excel, Powerpoint, Word, etc) Operating Systems (Windows, Mac OS, Linux) Google Suite
- Communication Tools: Microsoft Teams, Zoom, Webex
- Quality Assurance
- Data Entry
- Python
Certification
Animal Behavior and Welfare, The University Of Edinburgh (01/2021)
- Improving our understanding of animal welfare, involves the study of animal behavior as well as the challenge of accessing the emotions of animals.
Timeline
IT Analyst
Zones nFrastructure
06.2023 - Current
Patient Service Representative
CVS Specialty Pharmacy
09.2021 - 02.2022
Lead Sales Associate/Customer Service(Seasonal)
Wildlife Conservation Society
09.2019 - 11.2019
Associate of Applied Science - Information Technology
Purdue University
Associate of Science - Veterinary Technology
Penn Foster College
High School Diploma -
Murray Hill Academy
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