Rashawn (Shawn) Francis
Wilimington
Summary
Results-driven Product Support Specialist known for adept issue investigation and resolution. Proven ability to adapt quickly to new technologies, ensuring efficient support in fast-paced environments while maintaining high standards of client service.
Overview
5
5
years of professional experience
Work History
Product Support Specialist
Brightly Software (a Siemens Company)
Remote
04.2024 - Current
- Maintained efficiency in high-volume environments by multitasking between phone, chat, and email to support client needs.
- investigated and resolved client issues by analyzing account data, replicating problems, and providing step-by-step solutions.
- Owned client issues from initial contact, ensuring seamless resolution and enhanced client satisfaction.
- Learned new products and systems rapidly to fill coverage gaps and sustain uninterrupted service.
Customer Service Representative
Peak Support LLC (Goldbelly Project)
Remote
09.2023 - 04.2024
- Facilitated client communications via phone, chat, and email to resolve order inquiries, billing issues, and account information requests.
- Consistently exceeded the interaction-per-hour benchmarks, demonstrating high productivity
- Effectively found solutions for escalated customers to ensure satisfaction.
Advanced Health Assistant
Accolade Inc
Plymouth Meeting
08.2021 - 03.2023
- Educated patients on wellness, treatment plans, and preventative care options.
- Managed patient records in electronic health record systems to ensure data accuracy and compliance.
- Coordinated communication between healthcare providers and patients to enhance care quality.
- Scheduled appointments to improve patient flow and minimize wait times.
Education
IT Support
JobWorks Education & Training Systems
Philadelphia, PA08-2023
Bachelor of Science - Business Management
Cheyney University of Pennsylvania
Cheyney, PA05-2019
Skills
- OS Installs/repair/admin
- Typing: 60 WPM
- Customer Service
- Troubleshooting
- Client support
- Communication coordination
- Multitasking efficiency
- Problem solving
- Attention to detail
- Remote support
- Adaptability
- Virtualization technologies
- Network troubleshooting
- Hardware troubleshooting
- CRM software
- Staff education and training
- Microsoft certification
- Customer service
- Training development
Timeline
Product Support Specialist
Brightly Software (a Siemens Company)
04.2024 - Current
Customer Service Representative
Peak Support LLC (Goldbelly Project)
09.2023 - 04.2024
Advanced Health Assistant
Accolade Inc
08.2021 - 03.2023
IT Support
JobWorks Education & Training Systems
Bachelor of Science - Business Management
Cheyney University of Pennsylvania