Christofer Jones

Access Services Representative / Help Desk

Baylor Scott and White•  October 2023 - Present•  Buda, Tx

● Applied technical expertise to educate patients, supervisors, and coworkers on what possible technical complications and issues are, and what the best methods are to troubleshoot and resolve said issues, especially while IT was off-site a majority of the work-week ● Used knowledge of spreadsheet applications and onboard software to not only prepare the patient files for the week, but also to help troubleshoot ● Educated coworkers and patients on the process to install mobile applications, how to navigate their mobile phones and applications within to receive verification codes, reset passwords, and learn to troubleshoot their devices themselves. ● Implemented knowledge of command prompt, task manager and other Windows System applications to help reset connections of connected devices (printers, scanners, etc.), to add, and remove connected devices, as well as to disconnect and stop processes on running applications in order to re-open them for productivity. ● Used knowledge of operating systems to assist members with website, password, and account set-up regardless of operating system, platform, or device type ● Assisted with the upkeep of patient medical and pharmaceutical records ● Consistently managed a high volume of patients, usually at a volume of 150 patients to 205 patients daily ● Coordinated between multiple departments (Radiology, and Clinic), schedules, and companies to ensure members and clients get the best healthcare services possible ● Coordinated between multiple teams, and insurance companies to make sure authorizations were input correctly into system API and medical softwares ● Educated patients as well as employees on keyboard, and computer shortcuts

Remote Help Desk / Customer Care

CVS Caremark•  December 2022 - June 2023•  Remote

● Used technical expertise to educate supervisors in group meetings on what possible technical complications and issues are, and what the best methods are to troubleshoot and resolve said issues ● Proficiency in Five9 Softphone technologies and applications ● Explained and educated clients, callers, and members in resetting passwords, troubleshooting their hardware and software in order to access patient management systems and medication management portal ● Use of Avaya, Citrix, and PeopleSafe softwares to receive and make inbound and outbound calls, troubleshoot, and manage member and client profiles ● Assisted with the upkeep of patient medical and pharmaceutical records ● Regularly used knowledge of Technical Support principles and strategies to assist class trainers, and trainees along with patients calling in ● Applied mathematics skills in order to calculate medication dosages, quantity, and costs ● Consistently managed a high volume of inbound calls each lasting from 3 minutes to an upward of 1 hour in length ● Coordinated between multiple departments, schedules, and companies to ensure members and clients get the best medicinal services possible ● Regularly used knowledge of Technical Support principles and strategies to assist class trainers, and trainees along with patients calling in ● Used knowledge of operating systems to assist members with website, password, and account set-up regardless of operating system, platform, or device type ● Assisted with the upkeep of patient medical and pharmaceutical records ● Applied mathematics skills in order to calculate medication dosages, quantity, and costs ● Handles an upwards of six, one hour calls per day, and a high volume of inbound calls (up to sixty per day each lasting from five minutes to one hour)

Remote Recruiter

WFG•  April 2022 - August 2022

Processed information pertaining to insurance policies Obtained my Texas State Life Insurance License Assisted in recruiting via LinkedIn, and holding and conducting interviews Processed personal information of clients and used knowledge of mathematics to fill out life insurance policies through a variety of companies

Remote Help Desk / Remote CSR

Peddle LLC•  August 2020 - May 2022

Processed information dealing with automobiles Assisted with the submitting of honest and accurate information Applied mathematics, trustworthiness, and integrity when handling pricing for vehicles when processsing information about vehicles

Customer Service Representative / Cashier

HEB•  October 2018 - January 2021

Processed over 50 transitions a shift and managed multiple jobs simultaneously, from cashier duties to parking lot duties. Helped with basic translation from English to Spanish and back again, and also supporting Spanish-speaking customers Assisted in fixing the POS systems and computer when crashed or downed. Assisted in customer service all around the store, inside and out. Worked hard in pushed carts up to 6 hours a day in some cases (up to 60 rows of 8 in some cases) Applied attention to detail while bagging customers’ orders Applied mathematics, trustworthiness, and integrity when handling company resources in inventory and managing money with cashier duties.

Kitchen Staff / Cashier

Little Ceasars•  October 2016 - December 2016

Precision and Attention to details applied when in preparation stages of pizza-making (i.e. dough preparation, sauce preparation, pizza preparation, etc.) Surpassed the standards of customer service over the phone and in person by “killing them with kindness” when dealing with irate customers. Delivered high quality work no matter the shift that was worked, especially during closing time duties which included stain removal and mopping the entire restaurant.

Austin Community College

Computer Information Systems, Associastes•  August 2015 - December 2020

Relevant Coursework/Softwares Beginner and Intro to AWS Mailchimp – Email Services Texas Life Insurance Licensing Coursework Kaplan Anti-Money Laundering Coursework Nationwide Anti-Money Laundering Coursework System Analysis and Design Intro to MySQL MySQL Workbench Intro to Scripting: Python Python IDLE; Netbeans, Eclipse UNIX OS PC Hardware Special Topics in Computer Programming – Software Testing Test Automation Test Scripting Bug Tracking and Patching Agile Testing Methodologies Automated and Manual Software Testing Methodologies Special Topics in Computer Programming II – Automated Testing Intro Oracle PL/SQL Programming Fundamentals I – C++ Dev C++, Eclipse, Netbeans Object Oriented Programming – Java Web Design Tools – Dreamweaver HTML/CSS Java Programming II Programming Fundamentals II - Python