Theressa Hailey
Joplin,MO
Summary
Proven expertise in technical troubleshooting and exceptional customer service, demonstrated at Availity through efficient resolution of technical issues and enhancing customer satisfaction. Skilled in remote IT implementation and incident management, adept at fostering client relations and resolving complex technical problems with proactive and clear communication.
Overview
6
6
years of professional experience
Work History
Client Services Technical Support Specialist I
Availity
11.2021 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Walked individuals through basic troubleshooting tasks.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Installed and configured operating systems and applications.
- Correctly coded and billed medical claims for various hospital and nursing facilities.
- Increased coding accuracy by diligently reviewing medical documentation and applying appropriate codes.
- Resourcefully used various coding books, procedure manuals, and on-line encoders.
- Resolved 50 technical support inquiries per day.
Courier Agent
ParcelShield Holdings, LLC
07.2019 - 10.2021
- Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Enhanced customer satisfaction through timely deliveries and professional communication with clients.
- Contacted customers to confirm delivery details and locations.
- Developed strong interpersonal and communication skills from interacting professionally with dispatchers, upper management, and peers.
- Resolved potential delays or discrepancies proactively through clear communication with relevant parties involved in the delivery process.
- Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
Server
Red Lobster
07.2018 - 07.2019
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Education
High School Diploma -
Joplin High School
2104 S Indiana Ave, Joplin, MO 6480406.2016
Skills
- Technical Troubleshooting
- Customer Service
- Desktop support
- Organizational Skills
- HIPAA Compliance
- Claims Processing
- Microsoft Excel
- Strong Work Ethic
- Reliable and Responsible
- Multitasking Abilities
Timeline
Client Services Technical Support Specialist I
Availity
11.2021 - Current
Courier Agent
ParcelShield Holdings, LLC
07.2019 - 10.2021
Server
Red Lobster
07.2018 - 07.2019
High School Diploma -
Joplin High School
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