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@frankokosa1
Technical Support Specialist focused on reducing resolution time and improving customer satisfaction.
I am a Technical Support Specialist with a background in multi-channel support, CRM systems, and process optimization. I specialize in diagnosing platform, hardware, and software issues while maintaining a customer-first approach.
Across roles at AlignOps, Hinge Health, Amplify, Accentuate Staffing and others, I implemented process improvements that reduced resolution times and increased onboarding and operational efficiency. I have documented hundreds of user inquiries and developed internal support documentation to empower teams and clients.
I collaborate cross-functionally to streamline workflows using tools such as Jira, HubSpot, Monday.com, Basecamp, Microsoft Teams, and SharePoint. I emphasize clear communication, effective escalation, and measurable improvements to support effectiveness.
I hold a Bachelor's degree in Computer Science and multiple certifications in customer service, change management, and payroll operations. I am committed to continuous improvement, dependable execution, and delivering empathetic customer support in fast-paced environments.
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Work history, roles, and key accomplishments
AlignOps
Dec 2024 - Present (11 months)
Improved support processes by identifying inefficiencies and implementing best practices, reducing response times and enhancing client interactions through refined operational workflows and support documentation.
HYKE
Aug 2024 - Oct 2024 (2 months)
Executed benefit option integrations and streamlined cross-team workflows using HubSpot, Monday.com and SharePoint, creating standardized SBC templates to ensure accurate pricing and compliance.
Hinge Health
Jan 2024 - Jul 2024 (6 months)
Provided multi-channel technical support, diagnosing platform, hardware and software issues and escalating complex cases, contributing to a 20% reduction in resolution time and documenting 500+ inquiries.
Amplify
May 2023 - Aug 2023 (3 months)
Managed customer onboarding and product implementations, using Jira to prioritize work and collaborating cross-functionally to increase onboarding efficiency by 30% and shorten timelines by two weeks on average.
Accentuate Staffing
Oct 2020 - May 2023 (2 years 7 months)
Delivered multi-channel technical support using CRM and Intercom, improving customer satisfaction and retention while analyzing feedback to enhance product performance and increase resolution efficiency by 15%.
CVS Health
Oct 2019 - Oct 2020 (1 year)
Developed a training program for new hires to ensure policy adherence and collaborated with contractors/vendors to increase operational efficiency by 15% and reduce facility downtime by 20%.
Conduent
Oct 2019 - Oct 2020 (1 year)
Compiled and analyzed 12,000+ data units to produce customer insight reports, supervised software delivery processes, and delivered tailored training to improve compliance and team performance.
Rite Aid
Aug 2018 - Oct 2019 (1 year 2 months)
Managed night teams to improve safety and productivity, oversaw maintenance activities to reduce equipment breakdowns by 10% and improved KPIs by 20% through vendor collaboration.
Degrees, certifications, and relevant coursework
Bachelor's degree, Computer Science
Completed a Bachelor's degree in Computer Science with foundational coursework in programming, systems, and software concepts.
Software and tools used professionally
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