WINONA DIGGS
Upper Darby,PA
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
12
12
years of professional experience
Work History
Tech Specialist
Inside Real Estate
Remote
04.2023 - Current
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
- Managed high levels of chat flow and responded to multiple technical support needs.
Patient Service Representative
Excel Physical Therapy
Philadelphia
05.2020 - 03.2023
- Explained plans for treatment and payment options.
- Generated monthly statements to check outstanding balances.
- Assisted patients in filling out check-in and payment paperwork.
- Took copayments and compiled daily financial records.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Managed over 60 patient calls per day
- Balanced deposits and credit card payments each day.
Team Supervisor
Sutherland Global AT&T Call Center
Las Vegas, NV
07.2016 - 12.2019
- Managed performance reviews for 9 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
- Maintained awareness of basic HR laws and regulations and kept up-to-date with company policies.
- Facilitated training for associates through daily coaching and regular performance appraisals.
Team Lead Sales Associate
T-Mobile
Philadelphia, PA
07.2012 - 06.2016
- Promoted to Team lead sales Associate in 2014
- Trained, coached and mentored new sales associates for maximum performance.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Monitored sales team performance and provided constructive feedback.
- Reported sales data to upper management for review.
- Implemented new marketing initiatives to drive sales and improve overall performance.
Education
Associate of Science Degree - Healthcare Management
Ultimate Medical Academy
Orlando, FL2020
Skills
- Remote Technical Support
- Conflict Resolution
- Error Detection
- Root Cause Analysis
- Case Management
- POS System Expertise
- Research abilities
- Hardware Configuration
- Issue and Resolution Tracking
Timeline
Tech Specialist
Inside Real Estate
04.2023 - Current
Patient Service Representative
Excel Physical Therapy
05.2020 - 03.2023
Team Supervisor
Sutherland Global AT&T Call Center
07.2016 - 12.2019
Team Lead Sales Associate
T-Mobile
07.2012 - 06.2016
Associate of Science Degree - Healthcare Management
Ultimate Medical Academy