Vicky Ayala Email & Phone Number

United States

Remote

• Perform customer advocate duties while maintaining a positive and professional manner at all times, during high stress situations. •Take calls and provides status from and to customers on a regular basis.•Work in conjunction with internal and external resources to the company technicians/engineers to troubleshoot and resolve customer's issues.•Direct interaction and escalates troubles internally and externally on behalf of the customer.•Maintain workload through a queue, detailing each ticket with notes of steps taken, test results and resolution data.•Contribute to realizing departmental company goals and objectives

Remote

• Provide customer service, such as limited instructions on proceeding with claim • Filing and processing claims into the company's system• Make sure all the proper procedures and documents have been followed• Provide customer service to clients with questions• Reviewed new files to determine current status of injury claim

Remote

• Partnered with the access team to support manager certification to regulate appropriate internal access • Managed complex information to managers for certification approval and maintain documentation to ensure least privileged access • Continuously updated internal systems (employee portal, All Access, Slack, Help Desk platform) based upon certification status • Managed complex data for 40+ certifications and maintain updates based upon changes in the organization

Tysons Corner, Virginia, United States

•Recorded around 5 times a day over the phone for membership renewal, invoiced monthly member payments and filed membership documents.•Assisted in restocking office materials twice a day in order to maintain supplies and resources for the office•Developed new ideas for the organization to simplify customer account access•Directed and assisting customers with questions about goods and services