Sharda Cunningham
Rock Hill
Overview
7
7
years of professional experience
Work History
Senior Technical Support Advisor
Concentrix
08.2021 - Current
- Led troubleshooting initiatives, enhancing customer satisfaction and reducing resolution times.
- Mentored junior advisors, fostering skill development and improving team performance.
- Streamlined support processes, increasing operational efficiency and response accuracy.
- Analyzed customer feedback to drive product enhancements and service improvements.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Led escalations to back-end engineering team.
Medicare Claims Processor
Teleperformance USA
02.2020 - 08.2021
- Processed Medicare claims efficiently, ensuring compliance with regulatory guidelines and accuracy in data entry.
- Reviewed and verified claim documentation to minimize errors and expedite resolution of discrepancies.
- Communicated effectively with healthcare providers regarding claim status and required documentation.
- Collaborated with team members to streamline claims processing workflows, enhancing overall productivity.
- HIPPA and PHI compliance
QA Analyst
McClancy
08.2018 - 11.2019
- Assisted in executing test plans and test cases for software applications.
- Collaborated with development teams to identify, document, and track defects.
- Supported user acceptance testing by gathering feedback from end-users.
- Contributed to quality assurance documentation including test scripts and reports.
Education
High School Diploma -
Lancaster High School
Lancaster, SC05.2018
Skills
- Remote support
- Expert problem solving
- Training and mentoring
- Escalation handling
- Operating systems
- Security protocols
- Issue resolution
- Remote
- Time management
- Multitasking Abilities
- Reliability
- Team collaboration
- Task prioritization
- Customer service expert
- Professionalism
- Customer communication and empathy
- Quality assurance
Timeline
Senior Technical Support Advisor
Concentrix
08.2021 - Current
Medicare Claims Processor
Teleperformance USA
02.2020 - 08.2021
QA Analyst
McClancy
08.2018 - 11.2019
High School Diploma -
Lancaster High School