Cindy P. Email & Phone Number

Texas, United States

Remote

➤ Managed user profiles, roles, and permissions for multiple medical facilities, ensuring seamless access for medical professionals.➤ Configured and maintained page layouts, defaults, and permissions for uniform presentation across facilities.➤ Utilized Salesforce CRM to create and resolve cases, achieving a 99% resolution rate within 24 hours.➤ Provided timely resolution to technical issues via phone, email, or remote access.➤ Deployed software updates to meet mission guidelines and customer needs.➤ Retained ownership of calls, updating customers until resolution was reached.➤ Monitored and resolved order interface failures with medical facilities.➤ Identified security improvement opportunities for supported systems.➤ Established connections to VPN, network servers, and printers for operational continuity.

Norwalk, Connecticut, United States

➤ Successfully projecting and growing revenue metrics to 85% of targeted goal as measured by TiBR programs.➤ Establishing customer accounts, leveraging customer satisfaction data to inform future initiatives/success strategies.➤ Resolving customer complaints while maintaining excellent professionalism standards according to policies/procedures.➤ Processing over 50 billing claims daily and strategically seeking new sales opportunities with existing customers.➤ Managing over 500 C-Level Suite Accounts both Enterprise and Small Business Level to successfully meet targets.➤ Continuously forecasting risks and implementing mitigation strategies to ensure customer health and satisfaction.➤ Delivering business presentations from admin to Executive-level audience that articulates business strategies/goals.➤ Building relationships with stakeholders and working with management to ensure customer feedback is implemented.

Norwalk, Connecticut, United States

➤ Served as company representative when interacting with customers by educating them on billing/invoice verification.➤ Monitored installation from order to delivery for requirement requests and communicated significant schedule changes.➤ Successfully aided field sales teams in preparing bids, proposals, contracts, and other data-gathering requirements.➤ Continuously analyzed the work of customer support agents and remained calm under stressful circumstances.➤ Managed accounts to ensure that sales and service-related activities were fully supported and met standard regulations.➤ Ensured mobile growth was in compliance with targets and used Salesforce to aid sales team in account management.➤ Organized internal coordination with multiple partner groups to implement services and manage customer issues.

Richardson, Texas, United States

➤ Managed Tier 3 troubleshooting requests and escalated client issues to ensure satisfactory resolution of problems.➤ Oversaw Telecom Mobility by closing tickets, verifying procedure completion and following up on addressed issues.➤ Effectively onboarded clients and aided with setting up accounts prior to hand-off to implementation team members.➤ Aided customers with technical issues regarding their phones/services by responding to inquiries concerning activation.➤ Successfully managed over 100 tickets while complying with the 95% SLA requirement to ensure goals were achieved.➤ Researched questions, troubleshot problems, maintained performance, and guided customers through corrective steps.➤ Provided accurate information to customers, followed-up on customer status, and recorded problems in resolution logs.➤ Passed on feedback/suggestions from customers to the appropriate internal team and identified process improvements.

Richardson, Texas, United States

➤ Onboarded customers by explaining how to use mobile devices, Service Now, Microsoft Authenticator, and Skype.➤ Processed requests for the procurement of mobile devices and managed operational processes related to the position.➤ Strategically created value for clients that helped preserve the company's reputation and business objectives.➤ Managed the support desk, including creating tickets, resolving issues, processing orders, and streamlining procedures.➤ Successfully provided Tier 1 and Tier 2 support for ticket troubleshooting and user/device data maintenance in portals.➤ Developed and documented operational processes and responded to requests for the procurement of mobile devices.➤ Recorded problems in the resolution log, updated customers with solutions and identified weaknesses in processes.➤ Determined the best solution based on the information provided by the customer to ensure satisfaction was achieved.

Associate'S Degree, Information Technology

High School Diploma, High School/Secondary Diplomas And Certificates