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Rasan Aycox

5415 Lake Murray Blvd Apt. 8


La Mesa, CA 91942
619-254-0029
Rasan.Aycox@gmail.com

OBJECTIVE
Business Professional, where proven strengths in the areas of attention to detail, persuasive
communications, and problem solving will significantly contribute to an organization’s profitability by
effectively resolving customer concerns, along with the development and implementation of processes
that will result in improved customer retention.

BACKGROUND SUMMARY
Extensive experience in the customer service field, with special emphasis on:

● Interviewing Job Candidates ● ZenDesk


● Coaching and Mentoring ● Resolution of Escalated Calls
● Team Building ● Information Management
● Supervisory Experience ● Organizational Skills
● Team Player ● Software Testing
● Inbound/Outbound Call Center ● Technical Support
Operation ● Computer Skills: MS Office, Behavioral Analytics
● Salesforce Software Program
● Oracle SRM ● Medical Management Systems: (WRDA, WebDOES,
● IBM Notes CareRadius, TACC)
● Basecamp ● Training New Employees
● Maximo ● Service Automation
● JIRA

PROFESSIONAL ACCOMPLISHMENTS
As the website subject matter expert, collaborated with the eBusiness department to recommend and
implement new tools and additional enhancements to their processes. Tested and implemented the multi-
channel application and coordinated a 20-member focus group for social media users in the department of
more than 200 employees. Trained about 40 customer service representatives to increase team’s
knowledge of the website and its self-service tools for beneficiaries. As a result, increased website traffic
and use of self-service features by 30% and increased response efficiency to beneficiary inquiries. Since
this implementation there have not been any late responses to webmail inquiries.

Effectively motivated a team of 15 members to consistently exceed customer service performance


expectations and earned their respect. Led by example in production, escalated call resolution and
developing team members. Proactively established internal network across departments to expediently
resolve customer issues.
EMPLOYMENT HISTORY
Customer Support, Big Sky Technologies, San Diego, CA (August 2016 – Present)
● Main point of contact for technical support issues.
● Respond to clients via ZenDesk and telephone. Handle requests from customers and account
representatives.
● Resolve technical issues utilizing IBM Notes.
● Prepare training documents for high profile clients.
● Successfully complete technical projects and document progress using Basecamp.
● Educate and train customers on how to use application.

Client Relationship Specialist, j2 Global, San Diego, CA (March 2014 – July 2016)
● Submitted, reviewed, and edited professionally recorded greeting requests for new and existing
customers and applied charges where applicable.
● Handled level 2 requests from customers, sales personnel, and customer service reps via
telephone, email and social media.
● Supported Sales and Technical Support as deemed necessary. Assisted in the processing of LOAs
(porting of numbers).
● Contacted users who are past due on their account for collections.
● Contacted new clients as a courtesy through our white glove program in order to assist them with
their set up and to answer any questions that they may have on the service.
● Assisted with various billing duties.
● Trained new employees on job duties relating to their position.
● Main point of contact in the resolution of issues originating from social media.

Customer Service Team Lead, TriWest Healthcare Alliance, San Diego, CA (February 2006- March
2013)
● Coached Customer Service Representatives in problem resolution, responding and resolving
complex issues.
● Managed staff workload based on call volume and skill level.
● Supported management in tracking daily performance statistics.
● Facilitated customer service outcomes by taking ownership of problems and successfully
handling escalated calls.
● Assisted beneficiaries and medical providers with issues in regard to eligibility, enrollment in
HMO and PPO type plans, claims and authorizations and referrals.

EDUCATIONAL BACKGROUND
M.A. in Communication, Gonzaga University, Spokane, WA (2018-2020)
B.S. in Communication, University of Phoenix, Phoenix, AZ (2014-2017)
Leadership Communication in Organizations Certificate, University of Phoenix, Phoenix, AZ (2017)

REFERENCES
Furnished upon request.