Teneisha Watkins
Marion
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Support Advisor (Tier 2)
Transcom (Apple Client)
Remote
01.2024 - Current
- Promoted from Tier 1 to Tier 2, managing escalated and complex customer cases
- Owned cases, submitting escalations for advanced issues and ensuring timely resolution
- Maintained accurate documentation and compliance with company standards
- Collaborated cross-functionally to resolve account and technical issues
- Delivered high-quality customer service in a high-volume environment
- Provided expert guidance on Apple product features and functionality to enhance customer experience.
- Resolved complex customer inquiries through effective problem-solving techniques and communication skills.
- Managed over 25 escalated calls for supervisor per day
Pharmacy Billing Specialist
Winyah Pharmacy
Remote
01.2021 - 01.2023
- Verified patient insurance eligibility and coverage, ensuring accurate billing and compliance
- Verified accuracy of accounts payable payments, resulting in 90% reduction in payment errors and check reissues.
- Ensured compliance with HIPAA and regulatory standards
- Processed insurance claims and patient billing inquiries to ensure accurate transactions.
- Implemented billing system updates to enhance operational efficiency and reduce errors.
- Coordinated with healthcare providers to resolve discrepancies in patient accounts promptly.
- Led initiatives to streamline billing procedures, resulting in faster collections and improved cash flow.
- Researched and resolved billing discrepancies to enable accurate billing.
- Monitored outstanding invoices and performed collections duties.
Technical Chat Support Agent (Tier 1 & 2)
KellyConnect (Apple Client)
Remote
01.2018 - 01.2021
- Provided chat-based support handling multiple customer conversations simultaneously
- Guided users through troubleshooting and account-related concerns
- Delivered clear written communication and step-by-step solutions
- Maintained accurate documentation across systems
- Resolved customer inquiries by utilizing Apple support systems and troubleshooting protocols.
- Assisted users with account management, software installation, and feature navigation.
- Utilized remote desktop tools effectively when necessary for efficient troubleshooting assistance directly on client systems.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed over 35 chats per day
Education
High School Diploma -
Hemingway High School
Hemingway, SC07.2016
Skills
- Analytical thinking
- Live chat support
- Time management
- Critical thinking
- Written communication
- Customer service
- Data entry
- Active listening
- Call center experience
- Computer proficiency
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
Certification
- CPhT - Certified Pharmacy Technician
Languages
English
Native or Bilingual
Timeline
Senior Support Advisor (Tier 2)
Transcom (Apple Client)
01.2024 - Current
Pharmacy Billing Specialist
Winyah Pharmacy
01.2021 - 01.2023
Technical Chat Support Agent (Tier 1 & 2)
KellyConnect (Apple Client)
01.2018 - 01.2021
High School Diploma -
Hemingway High School