Oceashiana Person
Greenville
Summary
Detail-oriented Technical Support Representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
7
7
years of professional experience
Work History
Health Benefits Coordinator
Conduent
03.2024 - Current
- Renewal applications for Medicaid.
- Assist with general calls regarding HMO and eligibility.
- Assist callers with translators.
- Coordinated open enrollment periods for employees, providing guidance on plan selection decisions.
Technical Support Representative
Focus Services
Greenville
09.2022 - 10.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Resolved diverse range of technical issues across multiple systems and applications for customers and endusers across various time zones
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi
- Managed high levels of call flow and responded to internet technical support needs
- Observed quality assurance measures to avoid potential lawsuits from consumers
- Identify and escalate emerging technical issues to the appropriate departments to ensure timely resolution
- Provide exceptional customer service by actively listening to and addressing customer inquiries and concerns
General Production
Sara Lee Bakery
Tarboro
02.2022 - 09.2022
- Assisted in any and all phases of production, preparation, and/or packaging of the product, providing general help/labor where needed
- Lifted pans, pushing racks, placing product on moving conveyers, taking product off of conveyors, stacking boxes, cleaning floors/pans/and buckets
- Implemented and maintain quality control measures to ensure that products meet the highest standards of freshness and taste
Team member
Cookout Restaurant
09.2018 - 12.2019
- Team member, Taking orders, Passing out customers orders, and making milkshakes and cleaning
- Operated cash register, collected payments and provided accurate change
Education
Associate of Science - Human Services Technology
Edgecombe Community College
Tarboro, NC05-2025
High School Diploma -
North Pitt High School
Bethel, NC06.2019
Skills
- Customer service
- Experienced
- Reliable and trustworthy
- Multitasking
- Teamwork and Collaboration
- Product Packaging
- Call Center Operations
- Customer Communication and Empathy
- Troubleshooting
- HIPAA compliance
- Healthcare
- Policy interpretation
Certifications
- Certificate of Addition & Recovery Services. (May,2025)
Timeline
Health Benefits Coordinator
Conduent
03.2024 - Current
Technical Support Representative
Focus Services
09.2022 - 10.2023
General Production
Sara Lee Bakery
02.2022 - 09.2022
Team member
Cookout Restaurant
09.2018 - 12.2019
Associate of Science - Human Services Technology
Edgecombe Community College
High School Diploma -
North Pitt High School