April Studt Email & Phone Number

Oklahoma City, Oklahoma, United States

Assist owners on their annuity policy. No call is ever the same. We go over things like values, interest credit options for investing in, and basic review of their policy. We also mail copies of documents they may need, process requests they ask for, and on some occasions, we help them deal with the passing of the owner. Which, sometimes is their family member. Those can be difficult calls so I am super glad I get to mentor and coach new hires when they get on the floor. Being floor support is where I thrive. In September 2020 the company felt that I’d be a good fit in the New Business Department. I still speak with owners and now I work directly with agents to decide what is best for a potential owner. We help with applications, transfer requests, and providing product information so they can offer the best option to our clients. Currently we are working remote due to covid but I am still able to help mentor and coach the new hires via zoom. It’s not really the same. However, they are still able to get the assist they need and that’s what is important.

Oklahoma City, Oklahoma Area

February 2017 - September 2017• Tier 2. Advanced Technical Support Specialist for Mobile Broadband. Agents troubleshoot mobile devices such as air cards, hotspots, tablets, home phone connect, and signal boosters while also taking Tier 1 calls. Agents are able to schedule call backs and follow up via email with a customer when needed. Agents have a bit more account access than Tier 1 agents, however daily calls don't change that much and it's not much different than Tier 1.July 2016 - February 2017• Tier 1. Technical Support Specialist. Agents cover most of the issues a customer could call in about. Troubleshooting data and voice issues on older and newer Android and iOS devices. Verify coverage. Create tickets for device and network issues. Helped customers understand their bill, plan, device activations. Review upgrade options and contract history.

Oklahoma City, Oklahoma, United States

December 2014• Tier 1 Advisor. Assisted customers with troubleshooting all iOS devices, older MP3 devices, explained AppleCare Coverage, and placed warranty orders.•Advisors also had to have some knowledge of Mac OS and Windows OS systems. With a customers permission we would often need to remote into their computer, using Bomgar, for various reasons. Assisting with Apple iTunes software. Connecting Apple devices to iTunes and walking a customer through various tasks to resolve their issues.July 2015• Tier 2 Senior Advisor. Help Desk for Tier 1. Escalations. Unresolved device issues. iCloud and Apple ID's. Engineer tickets and direct contact. Customer facing supervisor role. If a T1 was stuck on an issue, or couldn't resolve it, we were their support. If the customer wanted a manager, we took the escalation and kept ownership of the issue and the call. Restoring the relationship between Apple and the customer when necessary by being a customs advocate and also giving our contact information for direct communication.While as a Senior Advisor I also took on additional responsibilities:• Became certified with Apple for Mac OS. Took calls as a Mac+ Tier 1.• Became a mentor and floor walker for nesting classes when they took their first calls. When I received the opportunity to support and teach others, that's when I found my place and my passion. Giving someone the tools to succeed, showing them how to use them effectively, passing on any tips I've learned along the way just for the chance to see someone exceed their own expectations.

Oklahoma City, Oklahoma, United States

Managed Services Technician• Assisted large and small business customers with troubleshooting and resolving issues with their Point-of- Sale and workstation computers either over the phone, email, or using remote software.• The Managed Services team is the highest level of technical support a customer could escalate to. Daily tasks would include: * Verbal troubleshooting over the phone and being able to give clear, understandable instructions. * Replacing a piece of hardware in a computer over the phone. On several different models of Dell desktop computers. * Using GoToAssist on one or multiple computers for various reasons, especially time consuming tasks. * Cleaning viruses, malware, root kit, Trojans and worms with various tools. * Working with main servers, including backups and raid volumes and repair. * Fully reimage a machine, install the POS software, making sure the server and workstations are online. * Extensive knowledge of Netgear routers and the Netgear management website. We supported all network scenarios. Updates. Static IP's. Managing the entire LAN setup and making sure it's working as expected.• Acted as point of contact between the customer and hardware manufacturer, Dell, to expedite warranty issues.• Being familiar with computer hardware and software as well as being able to troubleshoot network issues within the customer's business by just communicating with them was a crucial part in making sure customer satisfaction was achieved within the first call.

Oklahoma City, Oklahoma, United States

Customer Service. Assisted customers over the phone with plans, billing, device issues, warranty, online account management, network and coverage, upgrades, orders, and activations.• Performed special projects for my supervisor. Stat spreadsheets, email templates for the team for noting accounts, and call flow.Assisted in call center decoration during holidays and volunteered to run activities during our centers employee events.