Amara Morning
Phoenix
Summary
Dynamic Technical Support Specialist with a proven track record at Discover, excelling in call management and customer satisfaction. Adept at diagnosing complex issues and fostering relationships through excellent communication. Skilled in CRM systems and help desk support, consistently enhancing service quality and driving client loyalty.
Overview
6
6
years of professional experience
Work History
Techinicial Support Specialist
Discover
07.2024 - 04.2025
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
- Helped resolve issues with ACH denies, check rejections, and Zelle processing errors.
Bank Account Specialist
Discover
07.2024 - 04.2025
- Set up new customer accounts and updated existing profiles with latest information.
- Processing deposits, withdrawals, and account closures.
- Maintaining accurate account records.
- Adhered to standards of quality and service as well as all compliance requirements.
- Completed routine and complex account updates to resolve problems.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Built relationships with customers and community to promote long term business growth.
Customer Service Representative
Passport Health
01.2022 - 03.2024
- Responded to customer requests for products, services, malfunctions, billing, and company information.
- Cross-trained and provided backup support for organizational leadership.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Developed successful tactics to sell products and services to customers.
- Worked to understand the needs of each customer.
- Handled large volume of calls on a day to day basis with a sense of calm and good work ethic.
Client Relations Coordinator
Passport Health
01.2022 - 03.2024
- Completed outbound calls to clients to learn about and address needs and product or service issues.
- Scheduled client meetings and delivered follow-up services to support timely issue completion.
- Reviewing client deliverables, recalls, exception reports of all types, and updates provided by clients to resolve critical issues in a time-sensitive environment.
- Intake, organization, and follow up information needed from clients.
- Organization and maintenance of client data and electronic files.
- Maximized performance by monitoring daily activities and mentoring team members.
- Organized spaces, materials and catering support for internal and client-focused meetings.
Customer Service Representative
Maximus: CDC.gov
02.2021 - 08.2021
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Handled escalations and callers who were considered ¨special audiences¨. Ex: Attorney, media, or government official.
- Emailing additional resources to the caller that further answer their inquiry as well as the information that was provided on the call.
Administrative Assistant/Receptionist
Elmcroft River Centre
07.2020 - 11.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Volunteered to help with special projects of varying degrees of complexity.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Managed filing system, entered data and completed other clerical tasks.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Customer Service Representative
Afni
01.2020 - 05.2020
- Responded to customer requests for Verizon products, services, and company information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Attended monthly sales meetings and quarterly sales trainings.
- Negotiated prices, terms of sales and service agreements.
Receptionist/Sales Representative
Fit413 Health Club
08.2019 - 12.2019
- Responded to inquiries from callers seeking information.
- Answered phone promptly and directed incoming calls to correct offices.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Handled cash transactions and maintained sales and payments records accurately.
- Assisted with onboarding new clients and securing paperwork completion.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Education
High School Diploma -
Mountain View High School
Tucson05-2018
Skills
- Technical background
- Call management
- [Software] CRM system proficiency
- Email management
- Record keeping skills
- Marketing strategies
- Help desk support
- Project management skills
- Ability to work in a team
- Excellent communication skills
Timeline
Techinicial Support Specialist
Discover
07.2024 - 04.2025
Bank Account Specialist
Discover
07.2024 - 04.2025
Customer Service Representative
Passport Health
01.2022 - 03.2024
Client Relations Coordinator
Passport Health
01.2022 - 03.2024
Customer Service Representative
Maximus: CDC.gov
02.2021 - 08.2021
Administrative Assistant/Receptionist
Elmcroft River Centre
07.2020 - 11.2020
Customer Service Representative
Afni
01.2020 - 05.2020
Receptionist/Sales Representative
Fit413 Health Club
08.2019 - 12.2019
High School Diploma -
Mountain View High School
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