Summary
Overview
Work History
Education
Skills
Timeline
Generic

Wanda Furrow

Rocky Mount,VA

Summary

Skilled Support Analyst with background in diagnosing and resolving complex technical issues while ensuring high levels of customer satisfaction. Strengths include superb analytical skills, ability to work under pressure, and commitment to improving operational efficiency. Previous role involved streamlining support processes, driving customer satisfaction improvements, and fostering team collaboration.

Overview

23
23
years of professional experience

Work History

Customer Tech Support Analyst (CTS)

Allstate Insurance Co
Roanoke, Virginia
04.2019 - Current
  • Support users with software, hardware and network issues.
  • Manage service follow-up communications, confirming satisfactory resolution of customers' service requests.
  • Monitor helpdesk and responded to incoming tickets to address support needs.
  • Perform remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units.
  • Answer customer support inquiries via specialized ticket tracking platforms.
  • Accelerate and lead organizational change by enhancing morale and cultivating skills.
  • Member of CTS Governance team that oversees ticket quality and compliance metrics for Allstate-CTS.
  • Subject Matter Expert and facilitator for CTS Governance Team.
  • Was one of the first chosen to work on a new product, ANAIC, in conjunction with Second Level. While in that role, I was able to work with Level Three, and I picked up tickets that were non-ANAIC to lessen the workload somewhat for the Level 2s.
  • I did a 6-month TDY with Quality Assurance, where I listened to calls and graded them. I would coach and encourage.

Customer Service Phone Representative

Anthem
Roanoke, VA
12.2017 - 04.2020
  • Provided patient benefits and claims information to doctors, hospitals and DME providers.
  • Enhanced and sustained policy knowledge of multiple functions including PPOs HMOs, HRAs and HSAs.
  • Maintained and managed customer files and databases.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Received outstanding customer reviews with forward-thinking strategies to achieve first-call resolutions of customer issues.

Manager of Administration

Roanoke Regional Chamber of Commerce
Roanoke, Virginia
07.2016 - 09.2017
  • Trustworthy liaison for top executives.
  • Established environment for presentations and conferences.
  • Monitored and organized archive minutes.
  • Maintained multiple executives schedules.
  • Responsible for general and administrative duties.
  • Maintained extensive membership data base.
  • Assessed needs and responsibilities for Board members.
  • Managed office inventory.
  • Identified and took corrective measures needed to insure efficiencies.

Customer Service Phone Agent/Sales and Service Rep

Wells Fargo
Roanoke, VA
10.2001 - 12.2014
  • Provided deposits, equity lines and loans information to customers.
  • Serviced accounts, looking for opportunities to enrich customers' portfolios.
  • Top division sale representative, while providing great customer care.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Helped 100 plus customers every day with positive attitude and focus on customer satisfaction.
  • Handled complex customer account concerns.
  • Achieved gallop poll rating through proactive one-call resolutions of customer issues.
  • Placed outbound customer service and customer satisfaction calls to follow up on issues.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Self motivated to increase knowledge and skills to enhance customer relationship.

Education

Associate of Science - Radio And Television Technology

VIRGINIA WESTERN COMMUNITY COLLEGE
Roanoke, VA
05-1986

Skills

  • Technical and analytics skills
  • Leadership
  • Sales
  • Problem Resolution
  • Regular peer to peer feedback and coaching conversations
  • Motivates peers and colleagues
  • Identify employee developmental needs
  • Effectively demonstrated customer care principals
  • Remote Technical Support
  • Customer Communication and Empathy
  • De-Escalation Techniques
  • Client Rapport-Building

Timeline

Customer Tech Support Analyst (CTS)

Allstate Insurance Co
04.2019 - Current

Customer Service Phone Representative

Anthem
12.2017 - 04.2020

Manager of Administration

Roanoke Regional Chamber of Commerce
07.2016 - 09.2017

Customer Service Phone Agent/Sales and Service Rep

Wells Fargo
10.2001 - 12.2014

Associate of Science - Radio And Television Technology

VIRGINIA WESTERN COMMUNITY COLLEGE

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Wanda Furrow