Ciara Leon
Williamsburg’s
Summary
Adept at problem-solving and customer service, I excelled in previous positions by quickly adapting to new technologies and effectively resolving complex technical issues and enhancing customer satisfaction. My strong communication skills and teamwork and dedication fostered positive outcomes, demonstrating my ability to thrive in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Cox Communications
Cox Communications
08.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Provided first-level technical support to residential and/or business customers via phone, chat, email, and/or in-person interactions.
- Diagnosed and resolved a wide range of technical issues related to internet connectivity, cable television, phone services, and home security systems.
- Troubleshot and resolved problems with modems, routers, cable boxes, DVRs, and other customer-premises equipment (CPE).
- Guided customers through basic troubleshooting steps, including power cycling equipment, checking connections, and resetting devices.
- Escalated complex technical issues to Tier 2 or specialized support teams as needed.
- Accurately documented customer interactions, troubleshooting steps, and resolution details in CRM systems.
- Maintained up-to-date knowledge of Cox products, services, and technical procedures.
- Consistently met or exceeded performance metrics for call handling time, first call resolution, and customer satisfaction.
Verizon Business Specialist
Sykes Inc.
02.2022 - 07.2024
- Managed vendor relationships effectively through regular communication updates and performance evaluations, ensuring high-quality products and services were provided at competitive price
- Diagnosed and resolved complex technical problems, escalating issues to Tier 2 support when necessary.
- Educated business clients on mobile device best practices, troubleshooting tips, and software updates.
- Proactively monitored network performance and identified potential technical issues, preventing service disruptions.
- Maintained a high level of technical expertise on various mobile operating systems (e.g., iOS, Android) and mobile device management (MDM) platforms.
- Resolved complex billing inquiries and disputes for business clients, ensuring accurate and timely billing.
- Investigated and corrected billing errors, preventing financial losses for both the client and Verizon.
- Explained billing statements and charges to business clients, ensuring transparency and understanding.
- Processed billing adjustments and credits, adhering to company policies and procedures
- Provided seamless support to business clients, addressing both sales and technical inquiries, enhancing customer satisfaction and loyalty.
- Proactively identified potential technical issues during the sales process, tailoring solutions to address specific client needs.
- Leveraged technical expertise to close deals, demonstrating the value of Verizon's support services.
- Built strong relationships with business clients through exceptional technical support and billing issue resolution.
Patient Care Advocate
McKesson Inc
04.2021 - 02.2022
- Developed strong relationships with internal pharmacist to expedite prescription refills and prevent gaps in medication therapy.
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Enhanced patient satisfaction by addressing concerns and providing clear communication on medication plans
- Resolved problems with patient medication applications .
- Coordinated with providers to receive updated prescription orders for pharmacy fills
- Maintained confidentiality of patient data and condition to safeguard health information.
- Coordinating shipments for patients through internal pharmacy .
- Help with enrollment questions and concerns for existing or new patients .
Health Insurance Advocate
BCBS NC | Alta Resources
01.2018 - 01.2020
- Improved patient satisfaction by actively listening to concerns and addressing their needs promptly.
- Followed document protocols to safeguard confidentiality of patient records.
- Answer questions about BCBS health insurance plans. This includes explaining plan benefits, eligibility requirements, and how to use the plan.
- Help members find doctors and hospitals in their network. Advocates can also help members schedule appointments and get referrals.
- File claims and appeals for members. Advocates can help members understand the claims process and file appeals if a claim is denied.
- Educate members about their rights and responsibilities. Advocates can help members understand their rights under the law and how to protect themselves from fraud and abuse.
- Resolved member inquiries and escalated issues effectively, ensuring timely and satisfactory resolutions.
- Interpreted and explained complex health insurance policies, benefits, and procedures to diverse audiences.
- Advocated for members' rights and access to care, ensuring compliance with regulations and company policies.
- Maintained up-to-date knowledge of health insurance regulations, industry trends, and BCBS products.
- Collaborated with internal departments (claims, billing, provider relations) to resolve member issues and improve processes.
Education
Associates In Applied Sciences - Business Administration And Marketing
Fayetteville Technical Community College
Fayetteville, NC05.2025
STEM
Dunbar Highschool
Fort Myers, FL06.2016
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Excellent communication
- Critical thinking
- Computer skills
- Calm under pressure
- Active listening
- Decision-making
Timeline
Cox Communications
Cox Communications
08.2024 - Current
Verizon Business Specialist
Sykes Inc.
02.2022 - 07.2024
Patient Care Advocate
McKesson Inc
04.2021 - 02.2022
Health Insurance Advocate
BCBS NC | Alta Resources
01.2018 - 01.2020
Associates In Applied Sciences - Business Administration And Marketing
Fayetteville Technical Community College
STEM
Dunbar Highschool
Similar Profiles
Molly HudlowMolly Hudlow
Senior Product Manager at Cox Communications, Cox MediaSenior Product Manager at Cox Communications, Cox Media
Joel HenryJoel Henry
Independent Contractor at Cox Communications, DirecTV, Frontier CommunicationsIndependent Contractor at Cox Communications, DirecTV, Frontier Communications
Taryn Perry-CalderonTaryn Perry-Calderon
Sales Solutions Specialist at Cox CommunicationsSales Solutions Specialist at Cox Communications