Open to opportunities

Becca N

@becca

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Experienced technical support specialist with a focus on customer satisfaction.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated technical support specialist with over 4 years of experience in chat, call center, and technical support roles. My career has been marked by a commitment to high customer satisfaction ratings and a proven ability to troubleshoot complex software, hardware, and network issues. I thrive in fast-paced, compliance-focused environments, where my expertise in customer retention and support documentation shines.

Throughout my professional journey, I have been recognized for my professionalism and empathy, enabling me to communicate technical solutions clearly to diverse users. My roles have included providing real-time chat assistance for Medicaid enrollments, delivering Tier 1 and Tier 2 technical support, and maintaining executive-level tech support for high-stakes meetings. I take pride in my ability to improve processes, as evidenced by my contributions to reducing resolution times and enhancing documentation practices.

Experience

Work history, roles, and key accomplishments

Current

Chat Support Specialist

Current

Maryland Health Connection

Jun 2024 - Present (1 year 1 month)

Provided real-time chat assistance to consumers enrolling in Medicaid and Private Health Plans, including Managed Care Organizations. Guided users through plan selection, eligibility verification, and document updates within the Health Benefit Exchange (HBX), ensuring compliance with healthcare policies and accurate data entry.

Salesforce Healthcare Policies Data Entry Compliance Chat Support

Call Center Agent

Luminous Technologies

Dec 2022 - Apr 2024 (1 year 4 months)

Delivered Tier 1 and Tier 2 technical support over phone and email for hardware (printers, POS) and systems (Windows/macOS). Authored 30+ SOPs and documented standard triage procedures for onboarding new staff.

Active Directory Citrix VPN RDP Technical Support

Technical Client Services Representative

Geh Consult

Jun 2020 - Sep 2022 (2 years 3 months)

Provided executive-level tech support including travel setup, remote sessions, and hybrid AV system management. Maintained and configured Windows and macOS systems for 100+ end users.

Windows MacOS Executive Support

Executive Support Specialist

MetLife

May 2018 - May 2020 (2 years)

Delivered Tier 1 technical support for software and hardware issues using Avaya and InfoMet, achieving a 97%+ resolution rate and minimizing escalations. Supported enterprise tools such as Startrak, Parameds, ExamOne, Beeline, and Paycoor to manage client insurance data, medical analytics, and request fulfillment.

Avaya InfoMet Technical Support

Education

Degrees, certifications, and relevant coursework

Rebecca Neh

Bachelor of Science, Information Systems

Completed a Bachelor of Science in Information Systems. This program provided a strong foundation in managing and utilizing information technology to support organizational goals.