Joy Irwin
Loveland
Summary
I am seeking a challenging position where I can utilize all of my abilities. A position not only where my experience and professional skills may be utilized, but also one in which I can continue to learn and develop.
Furthermore, I enjoy working with others and have excellent communications, organizational skills with emphasis to detail, while maintaining a positive attitude. I would appreciate the opportunity to speak with you about a position you have to offer and what I have to offer you in return.
Overview
16
16
years of professional experience
Work History
Technical Support Level 3/Billing
Rise Broadband
Loveland
10.2018 - Current
- Technical Support Representative 3 - Remote/Work from home
- Interface directly or indirectly with customers, and the majority of communication is over the phone or via email.
- Provide technical support via telephone for VoIP, Internet, routers, Fiber, Web Hosting services, Email and Ethernet connections
- Use proper judgment to set up onsite service calls/equipment replacement as needed
- Respond to customers inquiries regarding billing and technical support
- Update and maintain account details with accurate data
- Process additions, cancellations, and reconciliations of active customers
- Communicate with all other company departments regarding operations issues
- Work Escalated cases, do call backs to follow up with the customer
- Help customers with payments, promise to pays, adjust bills for credits or improper charges
- Upgrade Customers to new plans and equipment
- Provide Quality Customer Service
- Mentoring New Agents
Personal Assistant/Care Assistant
Self Employed
Loveland
01.2013 - 08.2018
- Accompanied clients to medical appointments and provided transportation services when necessary.
- Maintained clean and well-organized environment for client happiness and safety.
- Provided ongoing compassionate patient care for each client.
- Provided companionship to elderly and disabled clients in their homes or other residential facilities.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Assisted with meal planning to meet nutritional plans.
- Provided emotional support to clients during difficult times.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
- Ran errands to help with daily tasks, enabling employer to focus on more pressing duties.
- Booked flights, hotel accommodations and ground transportation for smooth business travel.
- Organized both physical and digital files and updated reports to coordinate project materials.
Office Assistant/Secretary
Coldwell Banker
Sterling
01.2009 - 11.2012
- Utilized office equipment such as printers, copiers, and fax machines efficiently.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Opened, sorted and routed incoming mail and prepared outgoing mail.
- Conducted data entry tasks with a high level of accuracy and efficiency.
- Answered and directed phone calls to appropriate staff members.
- Maintained confidentiality of sensitive information and documents.
- Supported efficient operations by managing errands like dropping off lockboxes and clerical tasks such as business correspondence.
- Handled advertising and email marketing campaigns for listings to bring in qualified buyers.
- Monitored listings and updated them regularly on multiple websites and platforms.
- Enter new listings into M.L.S
- Responsible for taking photos of properties and creating virtual tour on our website
Education
High School Diploma -
Thompson Valley High School
Loveland, CO05-1989
Skills
- Technical support
- Billing support
- VoIP troubleshooting
- Internet connectivity
- Escalation management
- Team collaboration
- Mentoring new agents
- Customer service expert
- Customer relationship
- Technical troubleshooting
- Call center operations
- Active listening
- Account reconciliation
- Customer payment processing
- Effective communication
- Relationship building
- Promise to pays
- Adjust bills for credits
- Improper charge adjustments
- High-energy attitude
- Empathy and patience
- Clerical support
- Positive and professional
- Upgrading plans
- Upgrading Equipment
- Data entry
- Document preparation
- MLS management
- Compassionate care
- Household organization
- Office organization
- Personal errands assistance
Timeline
Technical Support Level 3/Billing
Rise Broadband
10.2018 - Current
Personal Assistant/Care Assistant
Self Employed
01.2013 - 08.2018
Office Assistant/Secretary
Coldwell Banker
01.2009 - 11.2012
High School Diploma -
Thompson Valley High School
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