Tonecia Everson
Stockbridge,GA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Medical Tech Support Representative
Zoll Medical Corporation
09.2023 - Current
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and via email.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborate with a diverse team to investigate, assess, and resolve technical issues following established guidelines and policies.
- Educate customers on Itamar products and services to ensure proper usage and understanding.
- Retain customers through superior customer service and technical support, effectively addressing concerns to enhance customer satisfaction.
- Resolved 95% of technical issues on the first call, demonstrating strong problem-solving skills and product knowledge.
- Improved customer satisfaction by 20% through superior customer service and technical support, effectively addressing concerns and providing clear, effective solutions.
Customer Service Representative
Guardian Life Insurance
03.2022 - 08.2023
- Responded to customer requests for products, services, and company information.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
Customer Service Representative
Harrington HealthCare System
11.2019 - 02.2022
- Verified health benefits and resolved issues with provider and member health claims.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Customer Service Representative
Acceptance Now
08.2017 - 11.2019
- Responded to customer requests for products, services, and company information.
- Investigated and resolved accounting, service and delivery concerns.
- Assisted with marketing, financing, and sales.
- Oversaw daily operations, reporting, customer service, and lease-to-own sales of durable goods.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
Digital Communications And Multimedia
College of The Canyons
Valencia, CASkills
- Microsoft Office
- Documentation
- Hardware troubleshooting
- Organization
- Call center experience
- Live chat support
- Dispute Resolution
- Social Media
- SLA Compliance
- CRM Software
- Remote Support
- Problem-Solving
Timeline
Medical Tech Support Representative
Zoll Medical Corporation
09.2023 - Current
Customer Service Representative
Guardian Life Insurance
03.2022 - 08.2023
Customer Service Representative
Harrington HealthCare System
11.2019 - 02.2022
Customer Service Representative
Acceptance Now
08.2017 - 11.2019
Digital Communications And Multimedia
College of The Canyons
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