Summary
Overview
Work History
Education
Skills
Timeline
Generic

Willie Bronson

Greenville,MS

Summary

Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.

Overview

10
10
years of professional experience

Work History

Technical Support Representative

Spherion Staffing
12.2021 - Current
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Managed high levels of call flow and responded to technical support needs.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Researched and identified solutions to technical problems.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Monitored system performance to identify potential issues.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.

Healthcare Customer Service Representative

Concentrix
12.2020 - 12.2021
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Built and maintained positive working relationships with patients and staff.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Handled customer service inquiries in person, via telephone and through email.
  • Investigated insurance claims denials and appeals.
  • Verified insurance eligibility and coverage for patients.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
  • Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.

Customer Service Representative/Data Entry Clerk

Aston Carter
11.2018 - 12.2020
  • Processed customer service orders promptly to increase customer satisfaction.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Updated and maintained customer information, documents and records.
  • Tracked customer service cases and updated service software with customer information.
  • Completed data entry tasks with accuracy and efficiency.
  • Preserved customer confidence and protected operations by keeping information confidential.
  • Sorted documents and maintained organized filing process.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Managed and organized documents for data entry tasks.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Updated account information to maintain customer records.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Answered constant flow of customer calls with minimal wait times.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Team Leader

Dollar General Warehouse
05.2014 - 11.2018
  • Developed detailed plans based on broad guidance and direction.
  • Defined clear targets and objectives and communicated to other team members.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Increased sales by 20%.
  • Evaluated staff performance and provided coaching to address inefficiencies.

Education

High School Diploma -

Humphreys County High School
Belzoni, MS
05.2012

Skills

  • Past Due Account Management
  • Active Listening
  • Phone Script
  • Online Chat
  • Call Management
  • Strong Telephone Etiquette
  • Outbound Calling
  • Account Updating
  • Customer Loyalty
  • Retail Sales Customer Service
  • Call Control
  • HIPAA Compliance
  • Customer Communication
  • Call Center Operations
  • Customer Service
  • Technical Support
  • Technical Troubleshooting
  • Remote Support
  • Customer service expert

Timeline

Technical Support Representative

Spherion Staffing
12.2021 - Current

Healthcare Customer Service Representative

Concentrix
12.2020 - 12.2021

Customer Service Representative/Data Entry Clerk

Aston Carter
11.2018 - 12.2020

Team Leader

Dollar General Warehouse
05.2014 - 11.2018

High School Diploma -

Humphreys County High School

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Willie Bronson