THEODORE WILSON
Fresno
Summary
Friendly and efficient professional devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
17
17
years of professional experience
Work History
Service Representative Solar/Business/Commercial
Pacific Gas & Electric
Fresno
12.2021 - Current
- Provide prompt and efficient responses to customer questions via phone, email, social media, and chat
- Address and resolve customer complaints or concerns in a professional and timely manner
- Maintain a high level of company product knowledge to effectively answer customer queries
- Identify opportunities to upsell or cross-sell products and services to customers
- Collaborate with other team members and departments to ensure customer satisfaction
- Keep accurate records of customer interactions and transactions in the CRM system. Also proficient in SAP, CCSP, CCB, Knowledge Force and Excel
- Follow company policies and procedures when handling customer requests and issues
- Continuously strive to improve customer service skills and knowledge through training programs
Senior Claims Analyst
Aetna
Fresno
06.2017 - 12.2021
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Collaborated with claims department and anti-fraud organizations to resolve complex claims.
- Directed claims negotiations within allowable limit and supported successful litigations for advanced issues.
- Researched claims and incident information to deliver solutions and resolve problems.
- Identified underperforming areas and implemented new processes to enhance claims handling.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Cultivated positive working relationships with clients and employees through effective communication and support.
- Evaluated key features of medical products.
Correctional Officer III
Fresno County Sheriff's Department
Fresno
03.2014 - 12.2016
- Monitored and supervised inmate activities during visits, meal times, recreation, phone calls, and showers to ensure safety and compliance.
- Escorted inmates to and from cells, court, hospitals and medical appointments.
- Conducted head counts, maintained visitor logs, and coordinated scheduled activities to ensure accurate tracking of inmates.
- Booked new inmates into facility and processed inmates for release.
- Identified facility openings and designated inmates to housing units.
- Prepared, processed and maintained forms, reports, logs, records and activity journals.
- Arranged for medical and dental care of inmates.
- Facilitated discussions with offenders to explore how anger management and substance abuse contribute to criminal activities.
Forward Observer
United States Marine Corps
Bell Gardens
08.2009 - 02.2016
- Providing amphibious, long range small unit ground reconnaissance and raid skills to support.
- Responsible for highly refined scouting and patrolling skills.
- Specializes in communications, photography, threat weapons equipment recognition.
- Demonstrate advanced skills in assault weaponry, breaching demolitions, close quarter battle skills and raid techniques
- Maintain eligibility for a secret security clearance.
- Air and ground fire control specialist
- Security checks point, searches and Infantry support
- Convey operations assistant and lead.
Lab Technician
Fresno Community Hospital
Fresno
05.2011 - 02.2014
- Tracked specimens by initiating, dating, and recording collection times to ensure accurate processing.
- Processed patient specimens according to priority and documented results.
- Conducted tests and completed blood counts to support safe transfusions and enhance patient care.
- Analyzed bodily fluids with laboratory equipment and detected anomalies related to diseased states or acute injuries.
- Assisted pathology team with skilled analyses by preparing tissue samples.
- Prepared samples for shipping and disposed of bodily fluids in proper containers.
- Managed inventory levels and reordered supplies proactively to maintain continuous availability.
Education
Correction Science Certificate - Criminology
Fresno City College
Fresno, CAHigh School Diploma -
Buchanan High School
Clovis, CASkills
- Attention to detail
- Customer support
- CRM expertise
- SAP software
- Data management
- Deadline management
- Team management
- Teamwork
- Effective communication
- Conflict resolution
- Attention to detail
- Problem solving
- Problem solving
Accomplishments
Twice meritoriously promoted for exemplary service in one's duties by the Marine Corps.
Timeline
Service Representative Solar/Business/Commercial
Pacific Gas & Electric
12.2021 - Current
Senior Claims Analyst
Aetna
06.2017 - 12.2021
Correctional Officer III
Fresno County Sheriff's Department
03.2014 - 12.2016
Lab Technician
Fresno Community Hospital
05.2011 - 02.2014
Forward Observer
United States Marine Corps
08.2009 - 02.2016
Correction Science Certificate - Criminology
Fresno City College
High School Diploma -
Buchanan High School