Summary
Overview
Work History
Education
Skills
Timeline
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Helena Randall

Helena Randall

Shreveport

Summary

Customer Service Representative with 6+ years of experience in remote problem resolution within fast-paced environments. Proven ability to manage and resolve customer inquiries and grievances, ensuring efficient resolution and satisfaction. Skilled in handling high volumes of calls and enhancing service quality through customer feedback analysis. Seeking to leverage bilingual skills in a dynamic customer service role.

Overview

7
7
years of professional experience

Work History

Technical Support Advisor

Concentrix
02.2025 - Current
  • Identified, researched and resolved technical issues for customers.
  • Used remote login tools to assist clients with technical and product questions.
  • Developed and delivered training sessions to customers on how to use products more effectively.
  • Troubleshooting issues & problem solving to reach successful resolutions for customers.
  • Providing immaculate customer service experiences overall
  • Conducted remote diagnostics to identify and solve technical problems.
  • Updated customer information and account status in the database following each interaction.
  • Provided feedback regarding product features or user experience improvements.
  • Installed software applications on customer systems as requested.
  • Guided customers through step-by-step solutions in a clear and concise manner.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Provided support to customers via telephone, email and online chat.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.

Financial Administrator

Anthology, Inc.
12.2024 - 02.2025
  • Assist students and prospective students with evaluating financial status and processing financial applications.
  • Handle inbound calls to address and resolve student-specific inquiries and concerns.
  • Provide guidance and support to enhance the financial decision-making process for students.

Member Service Representative

Nations Inc
07.2022 - 08.2024
  • Managed and resolved customer inquiries and grievances by reviewing claims, examining defective parts, and approving or disapproving claims, ensuring efficient resolution and customer satisfaction.
  • Facilitated customer interactions by processing orders, cancellations, and complaints both online and over the phone, maintaining records of over 100 daily inbound calls, with peaks of nearly 300 calls.
  • Analyzed customer feedback to recommend enhancements in products, packaging, shipping, and billing procedures, aiming to prevent future issues and improve service quality.
  • Assisted members with benefit-related needs, including placing over-the-counter orders, scheduling hearing tests, and providing coverage for hearing aids, ensuring comprehensive member support.

Customer Service Specialist

Broadpath Healthcare Solutions, Inc.
11.2021 - 12.2021
  • Managed customer interactions by efficiently resolving service and billing inquiries, processing adjustments, and maintaining detailed records of transactions and communications.
  • Analyzed and approved or disapproved dealer claims by assessing defective parts and recommended product and process improvements to enhance customer satisfaction.
  • Facilitated customer support through direct phone and in-person consultations, ensuring accurate information dissemination regarding products, services, and policy details.

Sales Representative

Ehealth, Inc.
06.2021 - 07.2021
  • Directed product delivery and installation, ensuring seamless execution and customer satisfaction.
  • Engaged with clients to recommend tailored health insurance solutions, leveraging partnerships with over 180 top insurers.
  • Negotiated contract terms and secured agreements, enhancing product exposure through strategic shelf positioning and advertising.
  • Conducted post-sale consultations to resolve client issues and provide continuous support, maintaining strong customer relationships.

Sales Agent

Health Care Center
02.2021 - 03.2021
  • Customized insurance programs to align with individual client needs, covering a variety of risks, and conducted thorough client interviews to assess financial resources and insurance requirements.
  • Managed and monitored insurance claims to ensure fair settlements for clients and insurers, while consistently expanding the client base through effective networking and relationship-building strategies.
  • Provided detailed explanations of policy features, advantages, and disadvantages to facilitate informed decision-making and promoted the sale of diverse insurance plans.
  • Executed administrative duties including policy renewals, maintaining records, and calculating premiums to ensure accurate and efficient service delivery.

Insurance Sales Agent

United Services Automobile Association
09.2020 - 01.2021
  • Customized comprehensive insurance programs to align with individual client needs, interviewed prospective clients, and explained policy features, advantages, and disadvantages to facilitate informed decision-making.
  • Monitored and managed insurance claims to ensure equitable settlements, maintained client relationships, and conducted administrative tasks including policy renewals and record maintenance.
  • Developed and expanded client base through effective networking and marketing strategies, achieving success in selling diverse insurance policies to both businesses and individuals across multiple states.

Tax Preparer

Vita
01.2019 - 04.2019
  • Prepared and reviewed simple to complex tax returns for individuals and small businesses, ensuring accuracy through thorough examination of financial records and documentation.
  • Provided clear explanations of federal and state tax laws to clients and offered future tax planning advice to optimize their tax outcomes.
  • Calculated taxes owed or overpaid and determined preparation fees based on return complexity, while utilizing appropriate adjustments and deductions to minimize tax liabilities.

Food Runner

Thai Restaurant
06.2018 - 08.2018
  • Ensured accurate and timely delivery of meals to patrons, adhering to dietary guidelines and maintaining high standards of food presentation and service.
  • Coordinated with kitchen staff to prepare and assemble food items, while efficiently managing service stations to support smooth operations and customer satisfaction.
  • Maintained cleanliness and organization of dining and kitchen areas, including sterilizing utensils and equipment, while consistently providing quality service to approximately 100 customers per night.

Education

High School - Entrepreneurship/Entrepreneurial Studies

Innovation Design Entrepreneurship Academy
Dallas, TX
05.2020

Some College (No Degree) -

American InterContinental University
Schaumburg, IL

Skills

  • Computer Navigation
  • Multi-tasking
  • Eagerness To Learn
  • Open Availability
  • Technical support
  • Troubleshooting hardware
  • Remote diagnostics
  • Customer service
  • Data entry
  • Technical documentation
  • Problem solving
  • Communication skills
  • Team collaboration
  • Process improvement
  • Remote technical support
  • Highly professional
  • Attention to detail
  • Problem-solving abilities
  • Verbal and written communication
  • Call center operations
  • Relationship building
  • Excellent communication
  • Network support
  • Account administration

Timeline

Technical Support Advisor

Concentrix
02.2025 - Current

Financial Administrator

Anthology, Inc.
12.2024 - 02.2025

Member Service Representative

Nations Inc
07.2022 - 08.2024

Customer Service Specialist

Broadpath Healthcare Solutions, Inc.
11.2021 - 12.2021

Sales Representative

Ehealth, Inc.
06.2021 - 07.2021

Sales Agent

Health Care Center
02.2021 - 03.2021

Insurance Sales Agent

United Services Automobile Association
09.2020 - 01.2021

Tax Preparer

Vita
01.2019 - 04.2019

Food Runner

Thai Restaurant
06.2018 - 08.2018

High School - Entrepreneurship/Entrepreneurial Studies

Innovation Design Entrepreneurship Academy

Some College (No Degree) -

American InterContinental University

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Helena Randall