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Customer Service Manager

North Carolina, United States
March 03, 2018

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Tanesha Cupidon

*** ** **** *** ***. * Fort Lauderdale, FL 33311


Professional Profile:

●Well-polished professional with over 15 years of customer service experience in a face to face and call center environment

●5 years experience as a line cook in long term care facilities and restaurants

●Tech savvy and proficient in MS Office suite

●2 years’ experience of consultation, admin support and HR payroll

●Has strong verbal and written communication skills and detail-oriented

●2-40 Health Insurance License in 14 States

Professional background:

08/2016-Present. Provider Relations Coordinator Solstice Benefits Fort Lauderdale, FL

●Supports and maintains the provider a dental network. Supports and assists in the recruitment of providers in expansion areas as dictated by the company's overall goals. Maintains the provider network by conducting outbound calls and mailings to potential providers as request by PR Director and Network Managers and Recruiters. Coordinates the recruitment efforts of the Network Managers and Recruiters by: organizing their calendars and setting up provider appointments. Special projects such as but not limited to: competitor comparisons, provider communications, surveying provider network. Responsible for daily activities, provider relations, and credentialing.

Provide exceptional customer service by phone to members calling in. Required to spend 89% of the time at workstation with headset, engaged in work-related activities, including incoming calls, customer call backs, documentation and follow up. Remaining time to be spent as follows: 2% in meetings, 3% in coaching sessions and 6% on authorized break time, including restroom and water breaks, phone calls and any other personal matters. Take 50+ calls a day and document all issues (97%+ case to call) in WLT. Meet length of service requirements to learn additional functions. Complete each new function's certification process successfully. Complete each function's quarterly recertification process successfully.

06/2015-02/2016 Convey Health Solutions Miramar,FL

Licensed Enrollment Representative

●Enrollment/Member Services Representative …. Receive Inbound calls from customers interested in the Program. Enroll customer into the Program. Receive inbound calls from beneficiaries enrolled into the Part D program. Assist beneficiaries with updating account information, providing plan information, and resolving issues with utilization of the plan.

●Update account information such as billing options and changes of address or phone numbers. Research premium billing discrepancies and prescription claims processed. Educate beneficiaries on how the Part D plan works, including benefits, cost sharing, and levels of coverage. Submit mail requests for beneficiaries such as ID cards and formularies. Look up medicines on the formulary to verify if they are covered, the tier and copay level, and if a drug is not covered provide an explanation as to why. Make concise and detailed notations as it pertains to member records. Assist pharmacies with prescription denials and errors and verifying benefits. Advise providers on how to get prior authorizations on medicines prescribed with restrictions such as step therapy and quantity limits. Answer questions pertaining to mailings sent out by the company periodically. Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner.

01/2015-05/2016 Cross Gardens Long Term Care Center Miami Gardens, FL

Cook I/Dietary Aide

●Prepare, season, cook and serve meat, fish, fowl, vegetables soups, desserts, etc. as described on the house menu and production sheets; with adjustments for therapeutic diets, as supplied by the food service manager and the consulting dietitian, according to establish schedule.

●Follow standard recipes, menus and apportions services according to established schedule.

●Review menu for next two days and make sure items are available and are thawed as needed.

●Check storeroom and kitchen for proper storage of foods and cleanliness

Check menu to be sure everything is available for the meal to be served.

Check that leftovers have been dated and labeled correctly.

Check walk-in and reach-in coolers for leftovers over 3 days old

01/2012-12/2014 B.O.S.S Back Office Support Systems Ft. Lauderdale, FL

Consultations Supervisor/Admin Support/CSR

●Scheduled all appointments and briefings for attorneys, as well as track and maintain court appearances, face to face attorney consultations and follow up on court cases.

●Chief point of contact for the attorneys and affiliates offices to handle any complaints or processing issues in regards to new client’s accounts and consultations that were held

●Answered direct attorney phone lines and act as liaison between clients, attorneys and affiliate offices

●Collated and submitted articles to attorneys which included: Mortgage Assessment documents, Securitization Audit, Forensic Audit and Case Analysis in order to hold consultations accurately

●Maintained a records database by inputting litigation information into the ACT system.

●Ensured legal documents are processed and handled in a timely and efficient manner in order to comply with appropriate regulations and deadlines.

●Gained knowledge of legal terminology,procedures and local, state and federal filing rules

●Trained and assigned new employees their duties, going over all job responsibilities and office protocol

01/2009-01/2012 Waste Management Ft. Lauderdale, FL

Hr & Payroll Coordinator

● Entered data related to new employees and all change orders from Field Resources such as new hourly rates and changes in hours

● Transmitted payroll data to Corporate Payroll, and maintain related records and change orders including employee files

● Analyzed and establish transactions needed for voiding checks, issuing callbacks from financial institutions, and reissuing checks

●Processed special checks as required

●Researched payroll overpayments/underpayments, and prepares and processes documentation, as appropriate to rectify the over/under payments

● Reviewed payroll reports for accuracy

● Documented all paid time and unpaid time continuously for all employees

01/2008-01/2009 Access Card Plus Miami, FL

Customer Services Specialist

●Assisted customers with returns, purchasing store protection plans and service packages.

Handled incoming calls from policyholders

Responded to inquiries

●Resolving problems and correcting policy errors

Provided quotes and executed online policy changes for auto, home and excess liability

Used consultative selling techniques to provide leads for telesales personnel

●Handled incoming calls from policyholders


Le Cordon Bleu College of Culinary Arts/ Associates of Science Degree 2011

2-40 License in 14 states

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