Crystal Walden

• Took calls from Insurance Adjusters and Policy Holders to find Temporary Housing for clients due to catastrophic events.
• Create new claim request for Adjusters and insureds.
• Handled billing issues/ discrepancies with hotels.
• Processed invoice folios from hotels to bill to insurance companies
• Process extension request at hotels for insured.
• Called hotels to confirm checkouts of insureds.
• Processed payments to hotels.
• Followed all company policies and procedures to deliver quality work.
• Enhanced customer satisfaction with timely and accurate issue resolution.

• Check mentoring website daily for session assignments, including upcoming assignments.
• scheduled individual meetings with trainees
• Gather training documents and presented them to the trainees.
• Listen and Support Advisors while they take customer calls.
• Provide Feedback of interaction after calls.
• Make sure that Advisors follow all procedures, including compliance topics.
• Complete required call evaluations during "round robin" sessions.
• Monitor progress of advisors throughout session to ensure that advisor is following quality standards
• Document attendance and mentoring session questions and answers as well as set goals with advisors
• Communicate with Advisors manager on expectations and explore strengths and areas of opportunity.
  

• Taking ownership of customer cases for complex issues and supervisor request.
• Provide guidance and reassurance for T1 advisors on customer issues and request.
• Assist customers with non-technical issues that include, complaints and complements regarding Apple Store and AASP’s, repair refund request, and repair exceptions and concerns as well as Customer-Satisfaction codes.
• Gather product captures and details from customer, work closely with Engineering to find resolution to high priority, unexpected and complex issues.

• Take ownership of calls that T1 is unable to resolve or requires a supervisor
• Handle consultations from T1 advisors and provide guidance and feedback.
• Approve or issue CS codes
• Investigate and identify product behavior or trends that are not specific or is considered incorrect behavior and create RTA for SSE.
• Completes refund request and or warranty exceptions
• Facilitate CRUs for product replacements
• Respond to customer voicemails, emails and make commitment callbacks for follow-ups.
• Take calls that require tools that a T1 advisor do not have access to.
• Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.

• Took customer calls regarding Mac OS hardware and software issues
• Provided basic troubleshooting steps to resolve issues
• Provided support for account security issues
• Managed call flow to respond to technical support needs of customers.
• Referred unresolved customer grievances to designated departments for further investigation.
• Removed malware, ransomware and other threats from laptops and desktop systems.

New Hire Mentor Rotation

• Offered guidance, direction and feedback training to newly hired advisors.
• Made sure that new advisors knew how to follow Apple standard procedures accurately and efficiently.
• Listened to new advisors as they took calls and took over the call when needed.
• Documented and reported areas that the advisors met or exceeded expectations as well as where they may have needed additional training.
• Acted as a resource for advisors in chat when advisors started taking calls on their own.

CHAT T1 IOS

• Provided chat support for customers who needed assistance with IOS issues
• Provided basic troubleshooting and customer facing articles for issue resolution
• Setup callbacks for phone support when require

• Maintained quality assurance and customer satisfaction objectives.
• Executed diagnostics, troubleshooting and evaluations on Equipment.
• Organized work to meet demanding production goals.
• Set up and performed test activities.
• Utilized control mechanisms and hands-on procedures to operate machines.
• Implemented, configured and optimized safety standards.
• Completed job reports and logs immediately following service calls.

• Installed, configured, tested and maintained operating systems, application software and system management tools.
• Effectively manage assigned clients through the Hardware Implementation process.
• Configure network connectivity via router or switch (including opening necessary ports on hardware/software firewalls)
• Configuring internet sharing on dial up clients
• Configuring printer sharing via windows or network printers
• Create logins for VPN access and Pharmacy Application via web based administration tool and AIX administration tool
• Assist in certification process or new Pharmaceutical products
• Assist in training new personnel
• Provides 3rd level support for live client base
• Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
• Participated in system development life cycle from requirements analysis through system implementation.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.
• Managed use of various types of databases and configured, installed and upgraded new ones.
• Managed and monitored installed systems for highest level of availability.
• Resolved issues related to operational components for LAN, WAN and voice systems.
• Oversaw development and maintenance of organization computer systems and intranet.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained energy and enthusiasm in fast-paced environment.

• Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Used ticketing systems to manage and process support actions and requests.
• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Provide quality customer support for in-coming calls.
  
  
  Create and track trouble tickets.
  
• Troubleshoot PC hardware and software issues.
• Assist in training of new personnel.
• Basic security administration (resetting passwords for LAN and universal log-ins).
• MS Outlook training instructor.
• Wireless Knowledge administrator.
• eHelp system administrator.
• VPN (Virtual Private Networking) administrator/ Training Instructor.
• Remote Desktop