Timothy George Wilson III
Brooklyn,USA
Summary
Dedicated customer service professional with 10+ years of experience in fast-paced environments. Proven track record of delivering exceptional service and efficiently resolving customer issues. Skilled communicator passionate about enhancing customer satisfaction and fostering loyalty. Experienced in training and mentoring team members to improve service delivery and performance. Committed to creating positive experiences and nurturing long-term customer relationships.
Overview
9
9
years of professional experience
Work History
Sr Health Conierge
Aetna, a CVS Health Company
01.2022 - Current
- Answers questions and resolves issues as a 'single-point-of-contact' based on phone calls from plan sponsors, members and providers
- Provides customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest
- Fully understands the member's needs by building a trusting and caring relationship with the member
- Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with member self-service tools, Consultation Opportunities - Simple Steps, Cost of Care Tools, Natural Alternatives Program, etc.)
- Utilizes all relevant information to effectively influence member engagement
- Takes immediate action when confronted with a problem or made aware of a situation
- Takes ownership of each customer contact to resolve their issues and connect them with additional services as appropriate
- Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service
- Works collaboratively with colleagues to deliver the best customer experience
Desktop Technician
ASAP/Netsource - NYU Langone Medical Center
11.2019 - 03.2020
- Assisted in Network Cut-over
- Tested ports using sniffer to ensure it was activated
- Collaborated with network team to document over 150 old and new network settings to make cutover as smooth as possible
- Tracked down rogue devices
- Worked closely with contractors to ensure the ports were activated and installed in desired locations
Desktop Technician
ASAP/Netsource - NYU Langone Medical Center
11.2019 - 03.2020
- Assisted with mobile device rollout
- Used Ground control to provision, automate, and secure IOS devices
- Used Airwatch to configure, manage, and support mobile devices remotely
- Upgraded phones from iPhone 6 to iPhone 8
- Signed out mobile devices to departments and individual end-users: Also kept detailed records of what was signed out and what was returned
Generalist Clerk/IT Intern
United States Bankruptcy Court, Southern District of New York
05.2015 - 01.2018
- Installed, repaired, maintained, and upgraded Windows desktop and notebook computers
- Provided exemplary in-person, phone and remote customer service to end users
- Provided helpdesk, PC and mobile support, and diagnosed, troubleshot and resolved client issues with hardware maintenance, installations and upgrades
Education
High School Diploma -
Kentwood High School
Covington, WA06-2002
Skills
- Customer Support
- Data Entry
- Customer Service
- Problem-Solving
- Time Management
- Multitasking
- Calm and Effective Under Pressure
- Reliability
Timeline
Sr Health Conierge
Aetna, a CVS Health Company
01.2022 - Current
Desktop Technician
ASAP/Netsource - NYU Langone Medical Center
11.2019 - 03.2020
Desktop Technician
ASAP/Netsource - NYU Langone Medical Center
11.2019 - 03.2020
Generalist Clerk/IT Intern
United States Bankruptcy Court, Southern District of New York
05.2015 - 01.2018
High School Diploma -
Kentwood High School
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