Ayesha P. Email & Phone Number

Remote

• Manage the service support queues• Answer the service phone• Create support tickets• Assign tickets to on-call engineer• Escalate Priority 1 tickets

Kensington, Maryland, United States

• Answering all incoming calls.• Answer support phone line.• Provide tier 1 support and escalate if necessary. • Monitor and respond to emails in our support inbox.• Clear support queue of incoming email support requests.• Create and/or schedule calls - resource allocation.• Review service ticket time records for accuracy and grammar.• Follow-up with clients regarding tickets completed to ensure satisfaction.• Maintain client system documentation files, updating as changes are made.• Resolve issues remotely in real-time.• Process return merchandise authorization (“RMAs”) and repairs.• Add parts to service tickets requested by service technician

Remote

• Update Certificate of Insurance spreadsheet and get it ready for email to be sent to our Service Providers.• Prospect and generate leads for District Analysts.• Log into our phone queue and take in-bound calls from Service Providers and Field personnel. · • Assist team members via Twilio chat.• Assigned to and fill in for District Analyst when they are out of office.• Review refusal reports to look for patterns and problem areas.• Assist Service Providers with questions and/or updates to their FMA (Field Maintenance Agreement).

Remote

• Provide customer service with a sense of urgency by identifying the problem, selecting and dispatching appropriate repair services.• Rationalize certain situations and make decisions based on reason and best judgment. Comprehension of policy and procedures will play a critical role in performance of these expectations.• Adding details and maintaining essential documentation for all rental contracts and customer files.• Diagnose mechanical issues and arrange service for the customer that will be time sensitive. • Walking the customer through mechanical complications over the phone, and explaining technical assistance in a way the customer will understand.

Kensington, Maryland, United States

• Answering all incoming calls.• Answer support phone line.• Provide tier 1 support and escalate if necessary. • Monitor and respond to emails in our support inbox.• Clear support queue of incoming email support requests.• Create and/or schedule calls - resource allocation.• Review service ticket time records for accuracy and grammar.• Follow-up with clients regarding tickets completed to ensure satisfaction.• Maintain client system documentation files, updating as changes are made.• Resolve issues remotely in real-time.• Process return merchandise authorization (“RMAs”) and repairs.• Add parts to service tickets requested by service technician

Kept the membership database (Association Anywhere and Memberclicks) current by updating their email addresses, mailing addresses and contacting members about other missing information.Subscription fulfillment for the various journals that the society members publish.Open and distribute incoming mail and faxes. Processing returned mail with bad mailing addresses.Work with the Business Managers on various projects.Assist new member in signing up for membership, conference registrations and prepare monthly reports.

Answering and directing phone inquiries, processing membership payments, maintaining the membership database, processing meeting and seminar registrations and administering mailings

Responsible for entering data from various medical forms into database.

St. Thomas, Virgin Islands

Utilizing the established legal document filing system, I was responsible for establishing and closing client’s case files. Served as courier for confidential and time-sensitive documents. Installed and maintained workstations to include hardware, Operating System, Network Interfaces and office automation software.

Computer Repair Technician

Education record