Open to opportunities

Pharah Josue

@pharahjosue

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Experienced technical support specialist with a focus on data analysis.

United States

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What I'm looking for

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

With over 3 years of experience in technical support and data analysis, I have honed my skills in troubleshooting software applications and resolving user issues effectively. My journey began with a strong foundation in customer service, where I developed a passion for assisting users and ensuring their satisfaction. I pride myself on my ability to manage client expectations and collaborate with cross-functional teams to deliver timely solutions.

Currently, I work at Advocate Vision Financial Services, where I provide technical and functional support, managing high-volume inquiries and resolving an average of 28 customer cases per day. My commitment to maintaining compliance with HIPAA regulations while handling sensitive data showcases my dedication to professionalism and confidentiality. I am also proficient in SQL, Power BI, and advanced Excel, which allows me to analyze data effectively and contribute to informed decision-making.

As I pursue my Bachelor's Degree in Health Information Management, I am eager to leverage my skills and experience in a role that challenges me further and allows for professional growth. I am particularly interested in opportunities that value customer advocacy and technical problem-solving.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Advocate Vision Financial Services

Oct 2023 - Present (1 year 7 months)

Provided technical and functional support to customers, troubleshooting system issues and guiding them through resolution. Managed high-volume inquiries via phone, email, and support tickets, ensuring service levels and response time goals were met. Resolved an average of 28 customer cases per day, improving efficiency and satisfaction scores.

Technical Troubleshooting Customer Support Data Management Email Support Phone Support Customer Satisfaction

Eligibility Specialist

Maximus

Jan 2022 - Oct 2023 (1 year 9 months)

Assisted clients in navigating government benefit programs, ensuring accurate eligibility determinations. Managed case documentation and data entry using state systems, ensuring accuracy and compliance. Provided customer support via phone and email, resolving inquiries within established timelines.

Case Documentation Data Entry Customer Support Government Programming Compliance Phone Support Email Support Timelines Management

Customer Service Representative

Sedgwick

Jan 2021 - Dec 2021 (11 months)

Handled claims processing and dispute resolution, ensuring timely and accurate case handling. Used customer relationship management (CRM) systems to track interactions and maintain detailed records.

Claims Handling Dispute Resolution CRM Systems Case Handling Customer Service Data Management

Retail Team Trainer

Barnes & Noble

Aug 2019 - Jan 2021 (1 year 5 months)

Trained new employees on POS systems, customer service protocols, and technical troubleshooting. Assisted customers with digital product issues, account management, and online orders.

Technical Troubleshooting Account Management Team Leadership Customer Service

Education

Degrees, certifications, and relevant coursework

Southern New Hampshire University

Bachelor’s Degree, Health Information Management

Currently pursuing a Bachelor's Degree in Health Information Management. The program focuses on the management of healthcare data, information systems, and health informatics, preparing for roles in health data administration.

Broward College

Associate Degree, International Relations

Completed an Associate Degree in International Relations. The curriculum covered global political systems, cultural dynamics, and international law, providing a foundational understanding of international affairs.