Jessica Austin
IT Support Specialist
Macon,Ga
Summary
Talented Technical Support Specialist with passion for aligning security architecture plans and processes with security standards and business goals. Extensive experience developing and testing security framework for cloud-based software. Versed in robust network defense strategies. Proven skill in resolving problems quickly on first call.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work History
Insurance Specialist
USAA
REMOTE , GA
10.2022 - Current
- Followed up on denials, late payments, extensions and other special circumstances.
- Strengthened client relationships through consistent follow-ups, ensuring timely renewals and retention.
- Proactively addressed potential risks by conducting thorough reviews of clients'' policies for coverage gaps.
- Improved operational efficiency by developing procedures for processing claims, payments, and endorsements.
- Managed approximately 80 inbound and outbound calls per day from customers.
Dispute Operations Representative
PSCU Financial Services
REMOTE , GA
05.2020 - 10.2022
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Maintained detailed records of all detected fraud incidents for future reference and analysis.
- Managed approximately 55 incoming calls per day from customers.
Technical Support Specialist
Comcast, Xfinity
REMOTE , GA
03.2018 - 05.2020
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Utilized Google Docs, Zendesk, and Teams to interact with customers and coworkers to resolve issues and request assistance.
- Identified new opportunities and cultivated leads to consistently meet sales goals and increase business growth.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Designed comprehensive IT policies to ensure compliance with industry regulations and best practices.
- Configured hardware, devices, and software to set up work stations for employees.
- Resolved 88 technical support inquiries per day.
Quality Control Inspector
Wayfair
REMOTE , GA
07.2017 - 03.2018
- Identified, analyzed, resolved and reported hazards and procedural issues affecting or potentially affecting safe and timely outcomes.
- Contributed to ongoing professional development opportunities for self and team members, staying current on industry trends and best practices
- Reduced product rejection rates by collaborating with production teams to address quality issues proactively.
- Trained and mentored junior inspection staff and interns to apply best practices and comply with quality control guidelines and regulations.
- Checked color, shape, texture and grade of products and materials against established templates, charts, and samples.
- Followed safety protocols while handling hazardous materials.
Education
Associate of Science - Engineering Technology
DeVry University
Online 08.2023 - Current
Skills
Policy Development and Project Management
Documentation and Recordkeeping
Issue Escalation
Computer Skills
Google Docs
Problem-solving aptitude
Data Interpretation
Continuous Improvement
Relationship Building
Situational Awareness
Navigation expertise
Task Prioritization
Troubleshooting
Visual Observation
Technical knowledge
Memory retention
High stress tolerance
Timeline
Associate of Science - Engineering Technology
DeVry University
08.2023 - Current
Insurance Specialist
USAA
10.2022 - Current
Dispute Operations Representative
PSCU Financial Services
05.2020 - 10.2022
Technical Support Specialist
Comcast, Xfinity
03.2018 - 05.2020
Quality Control Inspector
Wayfair
07.2017 - 03.2018
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