Leyanna Argue-Miller

Provided Tier 1-2 support for hardware, software, and system/workflow issues across high-volume phone, chat, and email requests. Performed troubleshooting with documented diagnostic steps, then escalated critical or complex incidents to appropriate technical teams. Checked support information for discrepancies and communicated technical details clearly. Maintained case records and handled sensitive customer and system information according to confidentiality requirements.

Supported 60-70 patients per week by maintaining accurate patient records and coordinating timely updates with internal teams. Reviewed appointment, care, and medication-adherence information to identify documentation and process gaps and support service improvements. Analyzed medication-adherence trends to inform care-coordination initiatives contributing to a reduction in hospital readmissions. Managed sensitive healthcare information with attention to privacy and confidentiality.

Diagnosed and resolved customer issues across hardware, software, and iOS/macOS while documenting troubleshooting steps and outcomes. Achieved a high first-contact resolution rate while meeting service-level requirements. Maintained customer satisfaction through structured information gathering and clear technical communication. Authored and maintained technical documentation to reduce repeat inquiries and provided peer coaching to improve team consistency.