Jina Luker Email & Phone Number

Reston, Virginia, US

Bloomington, Illinois, US

• Follow established procedures to appropriately review, handle and settle claims while delivering a remarkable customer experience.
• Utilize multiple electronic resources for claim handling.
• Communicate professionally with team members, business partners and external customers by telephone and written correspondence.

Reston, Virginia, US

• Directly collaborated with the support team, investigating complex circumstances referred from the CSR/CST; completed resolution process, providing improved level of support for the assigned product suite, customer set.
• Offered Best Practices/Knowledge Transfer to inexperienced CSRs/CSTs, providing process and procedure improvement opportunities; successfully resolved escalations from internal teams.
• Assumed the Internal Point of Contact role for assigned tickets, tracking interactions and reporting issues via Salesforce Platform; conducted research and detailed analysis of customer incidents, providing prompt.
• Channeled tickets to appropriate internal teams, observing Service Level Agreement (SLA) compliance and Operational Level Agreements (OLA); provided reliable and consistent response in a 24x7-demanding environment.
• Acted as the Customer Advocate, offering product expertise and superior customer service; produced documentation of various processes and procedures for internal knowledge base and external distribution; assumed.

Reston, Virginia, US

• Supported team to assess various situations, providing superior level of customer service (internally and externally).
• Gained valuable expertise, sharing product knowledge while advising process and procedural improvements.
• Played a key role in contact method management (via call, email and online ticketing tool); assigned various tickets via Remedy Ticketing Platform, becoming a “go-to” resource that colleagues approached to solve.

Reston, Virginia, US

• Managed Level I Trouble Reports & Inquiries from initial origination to final resolution; served as the primary point of contact/consultant for incident notification and inquiries via phone, email, customer-facing.
• Successfully tracked all interaction, collaborating with different departments and documenting processes and procedures regarding referral or customer escalations.
• Identified route service requests, qualifying for Tier II Analysis and Resolution; observed Service Level Agreements (SLA) Regulatory Compliance and Operational Level Agreements (OLA).
• Created and maintained positive working relationships with customers and internal support teams; provided timely status reports and updates to customers on all open service requests.
• Provided training opportunities within the primary team; exhibited consistent product expertise and superior customer service skills.

Reston, Virginia, US

• Offered customer support within the telecommunications product suite, managing Level One trouble reports and inquiries from origination to resolution.
• Served as the primary point of contact and consultant for incident notification and inquiries; tracked all interactions and reported issues via Oracle and Remedy Ticketing Platform.
• Generated and deployed maintenance/incident notifications both externally and internally, identifying route service requests that qualify for Tier II Analysis and Resolution.
• Established and maintained positive working relationships with customers and internal support teams.
• Assumed customer advocate role while identifying process improvement within the primary team.

Reston, Virginia (VA), US

• Support Representative II | 2006-2009
• Executed research, analysis and isolation processes of customer incidents within department; created and organized notifications both externally and internally, producing service requests that qualify for Tier II.
• Observed Service Level Agreements (SLA) compliance and Operational Level Agreements (OLA), providing reliable and consistent response in a 24x7x365 environment; displayed stable product expertise and superior customer.

Hanover, Maryland, US

• Contracted to VERISIGN
• Leveraged various products and services, providing prompt issue resolution for customers.
• Successfully handled inbound calls and emails, applying VeriSign operational policies and procedures; managed performance metrics; attended training sessions, building knowledge in support of new products/services.

Hanover, Maryland, US

• Contracted to VERISIGN
• Evaluated legal orders, fulfilling VERISIGN requirements and relevant jurisdictional laws.
• Implemented data entry and data mining processes while using Adobe Acrobat file creation, and editing tools/desktop applications such as Microsoft Excel, Access, and Word to manipulate and redact data.
• Formatted and prepared responses for legal orders to courts, law enforcement agencies, other legal officials and communication service providers.
• Participated in cross-trainings, retaining the confidentiality of federal classified material.