Sandrea Ogletree

Experience

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  Capital Key - Intuit Turbo Tax

  Feb 2019 - Jun 2019

  Product Support Agent

  Assisted customers with acquiring the best product to meet their personal or business tax needs.● Displayed ways to navigate through the product to make the customer experience easier and quicker.● Processed refunds with appropriate approval.● Fielded and answered quesƟons regarding Turbo Tax accounts and tax returns.

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  Capital Key - Road America

  Aug 2019 - Dec 2019

  Roadside Specialist

  Worked through Arise plaƞorm for the Road America, roadside assistance, client.● Solicited information from customers on their whereabouts including city, state, nearby stores, and restaurants.● Obtained information on each customer’s plan and determined if there would be any additional charges.● Found breakdown location on the map in a database, noted cross streets, highways, and exit numbers, and inquired of customers where they wanted the tow company to take their vehicle.● Identified nearby tow companies and obtained vehicle details. Provided tow company with breakdown and destination locations and the type of account each customer had. Show less

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  Capital Key - Intuit Quickbooks

  Feb 2020 - Jul 2020

  Product Support Expert

  Worked through the Arise platform for the Intuit QuickBooks client.● Helped small business customers reconcile their accounts on the product selected.● Answered basic customer questions on payroll and ran payroll with permission from the authorized account holder.● Migrated information from other products including, desktop products to online, Windows to Mac, and Mac to PC.

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  Afni, Inc.

  Feb 2021 - Dec 2021

  Customer Care Agent

  Provided customers with information on how to set up and use new devices.● Fielded and answered questions, for employees, via Slack channels to keep call flow regulated.● Researched policies and procedures, during complex customer situations, to minimize repeat scenarios.● Upgraded phones and other connected devices, on customer accounts with older devices, that impacted the customer service experience.● Made changes to live customer accounts including, upgrading customers to the best unlimited plans, shared dataplans, and features such as the Disney Plus bundle, to provide customers with more value and faster speeds.● Answered plan inquiries to ensure customers understood charges and what they would gain or lose by upgrading or downgrading plans.● Recorded notes in live customer accounts, as a receipt of the customer interaction, in the event, customers needed further guidance or information on a certain topic. Show less

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  Verizon

  Feb 2022 - Aug 2023

  Customer Service Representative

  Customer Care Representative - Huntsville, AL// WFHActivated phones and other connected devices.● Handled customer accounts, with verification completed by the account owner or account manager, to guarantee account security and privacy.● Performed basic troubleshooting on devices and connected devices, to fix customers’ service when it was temporarily interrupted.● Answered billing questions and plan change inquiries, to avoid confusion with customers’ Verizon account, and to ensure transparency.● Researched information on policies and procedures regarding complex customer calls. Coordinated on-floor support to reduce call volume and help requests.● Acted as supervisor delegate, overseeing new and tenured employees, when supervisors were out of office. Show less

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  Sedgwick

  Jan 2024 - Jun 2024

  Care Team Representative

  Intake / Casualty Department- create new intake claims within Sedgwick’s system for examiners to review.- disability claims.- workers compensation claims.- leave of absence claims.- absence reporting.- auto liability claims (1st & 3rd parties).- general liability claims.- property claims.for fortune 500 companies & International clients.