Bisceglia Tucker

Dedicated Remote Customer Technical Support professional with 15+ years of experience in high-volume customer service and logistics environments. Proven expert in troubleshooting complex issues, managing inbound call volume, and maintaining rigorous technical documentation. Adept at navigating diverse software platforms and educating customers on technical solutions to ensure security and service satisfaction.

Customer service representative - FREEDOM MORTGAGE - Jacksonville, FL

(2022-04 - 2024-10)

• Troubleshot customer account discrepancies by analyzing complex files to provide technical resolution and reassurance regarding mortgage transactions.
• Navigated proprietary financial software to process mortgage payments, reconcile items, and set up ACH accounts with high accuracy.
• Educated customers on account features and resolved inquiries within a remote call center framework to support customer success operations.
• Managed inbound call management tasks including rapid de-escalation and technical documentation of customer interactions to maintain service quality.

Fleet Administrator - AAA AUTO CLUB ENTERPRISES - Albany, GA

(2017-11 - 2022-04)

• Troubleshot emergency roadside assistance requests by dispatching service providers through virtual service platforms and fleet tracking systems.
• Positioned membership benefits to customers while resolving technical issues related to account access and service eligibility.
• Multitasked across multiple computer applications to monitor the dispatch board and assign road service in a high-pressure environment.
• Facilitated technical documentation and communication with contractors to verify hardware support and service completion for emergency calls.

Dispatcher/Customer Service - HOMEFOOD GAS COMPANY - Albany, GA

(2015-08 - 2017-07)

• Processed emergency and non-emergency inbound calls to dispatch appropriate response teams for hardware repairs and service outages.
• Prioritized service calls for technicians by evaluating the severity of equipment issues, similar to troubleshooting smart home alarm systems.
• Monitored hardware status and maintenance reports to ensure operational readiness of the vehicle fleet and technician equipment.
• Utilized advanced software navigation skills to manage real-time driver logs and weather-related service adjustments.

Warehouse Administrator - GEORGIA-PACIFIC - Albany, GA

(2009-09 - 2015-02)

• Managed comprehensive inventory technical documentation using Warehouse Management Software (WMS) and SAP ERP systems.
• Developed detailed technical reports and spreadsheets to communicate supply chain data and inventory levels to management.
• Troubleshot supply chain bottlenecks by determining supply sources and optimizing stock order levels for warehouse operations.
• Communicated between freight companies and warehouse customers to resolve logistics issues and ensure hardware delivery schedules were met.

High school diploma - WESTOVER HIGH SCHOOL (1998-08 - 2001-06)