Vivian Ivey
Hampton
Summary
Dynamic Support Analyst with a proven track record at TOTO USA, adept at technical troubleshooting and customer service. Expert in Salesforce, I enhanced complaint resolution processes, reducing volume by 15%. My strong problem-solving aptitude and commitment to user satisfaction drive successful outcomes in fast-paced environments.
Overview
26
26
years of professional experience
Work History
Support Analyst
TOTO USA
Fairburn
02.2024 - Current
- Administers comprehensive technical support for TOTO USA's product suite, resolving customer issues, managing helpdesk tickets via calls, chat and emails while maintaining high service standards to ensure optimal system functionality and user satisfaction
- Collaborated with vendors to troubleshoot and resolve product issues.
Escalations Case Manager
PNC Bank
Atlanta
10.2019 - 11.2023
- Investigated and resolved cases of cyber fraud, financial abuse of the elderly, online banking fraud, and identity theft, ensuring customer security and satisfaction
- Analyzed customer complaints to identify patterns via Salesforce, contributing to product improvement and the prevention of future complaints reducing volume of complaints by 15%
- Utilized evidence-based practices to guide case management decisions.
Chat Specialist
Tier II Via Kelly Services
06.2014 - 11.2019
- Navigated multiple computer systems and utilized search tools to find information to assist with troubleshooting MacOS and iOS devices via chat.
- Resolved complex customer issues, minimizing negative impact on business outcomes
- Collaborated with IT department to report technical issues and develop troubleshooting procedures
- Kept records of customer interactions or transactions, recording details of inquiries and actions taken.
- Remained current on new marketing campaigns to respond appropriately to marketing related inquiries.
Medical Biller and Coder
Baptist Health Medical Center
Birmingham
12.1998 - 11.2004
- Improved billing processes by identifying and implementing efficiencies.
- Collaborated with healthcare providers to ensure accurate billing.
- Distributed customer account statements via email, mail, or in-person visits.
- Provided excellent customer service when addressing patient billing inquiries or concerns.
- Oversaw efficient billing processes by carefully tracking accumulated hours and dollar amounts for each client's account.
Education
Bachelor of Science - Business Administration and Management
Southern New Hampshire University
Hooksett, NH02-2027
Skills
- Salesforce expert
- Ring Central trained
- Data Analyst
- CRM
- Security Protocol
- Data Entry
- Customer Account Management
- Problem-solving aptitude
- Escalations management
- Customer service
- Technical troubleshooting
- Remote support
Languages
English, Native
Timeline
Support Analyst
TOTO USA
02.2024 - Current
Escalations Case Manager
PNC Bank
10.2019 - 11.2023
Chat Specialist
Tier II Via Kelly Services
06.2014 - 11.2019
Medical Biller and Coder
Baptist Health Medical Center
12.1998 - 11.2004
Bachelor of Science - Business Administration and Management
Southern New Hampshire University
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