Customer Support Specialist

As a Florida DEO adjudicator my role was to serve as an investigator and decision-maker for Reemployment Assistance (unemployment) claims. I evaluated disputed cases to determine whether a claimant is legally eligible to receive weekly benefits.

As a CSR for the CDC (Centers for Disease Control and Prevention) I Answer phone calls, emails, or chat messages from the public in regards to where they can go to get the Covid-19 vaccinations. Give accurate health information (based on CDC scripts and databases)
Help with questions about diseases, vaccines, outbreaks, COVID-era info, etc.
Direct people to the right resources if the question is more complex and
Log interactions in a computer system.

As a Help Desk Advisor I focused on helping instructors and students use the learning platform (LMS) smoothly, and bridging the gap between non-technical users and the engineering teams. I would also help configure or explain features of the platform. For example, showing a professor how to post grades, set up quizzes, or upload course materials. In many cases, I would guide users step-by-step rather than just fixing things for them, because the goal is to make the user self-sufficient. I answered their questions through Chat, email, and phone.

I handled a high volume of chats for Comcast. I assisted current customers with picking out what lines of business they wanted. Whether it be cable, internet, phone, and/or cell phone. All the while upselling a line of business they didn’t currently have. I helped them pick a cable package that would fit their needs. I would also troubleshoot and technical issue they might be experiencing.