Microsoft Office Manager

Trudy Soto

Supplier Summary:

Location: Manor, TX 78653

Availability: Immediately

Trudy is a Customer Support Specialist with more than 4 years of experience. She has escalated tickets to Tier II & Tier III teams when necessary or when provider ask for an escalation and has answered 60-70 Inbound/Outbound calls daily regarding customers issues. She has assisted customers with their issues with my clients like AT&T, Accenture and Firstcare Health Plans. She has followed all HIPAA guidelines and has troubleshooted steps over the call. She has an excellent phone etiquette, Multi-Tasker and proficient in Microsoft Office Applications (Word, Excel).

Education:

Austin Community College

High School Diploma

Skills:

●Knowledgeable in office equipment

●Multi-Tasker

●Quick Learner

●Intermediate Troubleshooting

●Navigating Internet Websites

●Excellent Phone Etiquette

●Microsoft Office Applications (Word, Excel)

Work Experience:

Accenture 11/2017-02/2018

CSR Contact Center (Contract Complete)

●Creating a ticket for each call on a ticketing system where we collect all information about the caller and the details of the call

●High volume call center

●Problem solving issues with specific details of the situation

●Escalated tickets to Tier II & Tier III teams when necessary or when provider ask for an escalation.

●60-70 Inbound/Outbound calls daily.

●Texas Medicaid Healthcare Partnership Provider Line Que which consists of two lines, I assisted on-Client Eligibility and Claim Status Lines.

●Verified Medicaid clients eligibility for coverage, this is for medical, dental, long-term care, Medicare, and such for the providers purposes, Followed all HIPAA guidelines, verified clients eligibility on dates of service for claim purposes, verified other insurance if and any details the provider may have requested on the clients.

●Medicaid Managed Care Organizations Plans and their phone numbers were provided when needed for medical,dental or Medicare Advantage Plans like MMP, MAP. Provided claims details on how to submit a claim looking at the claims and explaining the status of a claim to the provider, researching the decisions that TMHP has made on a medicaid claim.

●Provided TMHP claims/appeals and State Administrative Appeals addresses directing providers on the process of new day claims, claim appeals, timely filing deadlines on claims, forms on which to use for their claims.

●Problem solving cases depending on the clients needs and/or providers whom need assisting with their circumstances

MISD 08/2017-10/2017

Records Clerk (Contract Complete)

AT&T- 04/2017-07/2017

Customer Support Specialist (Contract Complete)

●Office setting contact center inbound calls from customers and businesses who have AT&T services

●Very high volume call center

●Problem solving technical issues with wi-fi connections to customers like McDonald's, Hotels all over USA

●Documenting information on a ticketing system software program

●Assist with their internet connections, either having trouble connecting/logging into the web or having no signal at all. Minor troubleshooting with the equipment that AT&T provided them. Walk them through the troubleshooting steps over the phone.

●Overall, any web assistance there is with AT&T provided services. Assist with any hotspot locations or assistance with callers trying to get a hotspot and/or including it with their AT&T services

●Troubleshooting wi-fi connections for customers whom have these services and can't connect to their servers

Firstcare Health Plans 08/2016-03/2017

CSR (Contract Complete)

●Office setting contact center for the Behavioral Health department

●Taking Inbound/ Outbound Calls from our member's and/or providers from doctors offices, hospitals, rehabilitation centers, clinic's, and private offices to assist with their ideal needs

●Very high volume call center

●Documenting information on a ticketing system and forwarding this information to our corresponding teams and departments that we work with

●Follow up calls when absolutely necessary

●Create phone logs, documenting changes to members records, assisting client/member calls regarding there medical insurance benefits, finding providers in the area who accept members insurance on a timely accurate filing scale-of a claim they may have to pay, utilizing all available resources such as FirstCare Health Plans website, spreadsheets, and Provider Relations Support, assisting providers with prior authorization requests, facility locations and behavioral health queries on admissions or other services pertaining to a member, corresponding with these facilities and providers either by email & fax corresponding as requested, transferring calls to other departments as necessary, verifying eligibility and overview of member benefits, Confirmation to all HIPPA guidelines on a daily basis without exception, Worked alongside with clinicians and the Director of Behavioral Health and other upper management personnel on discussusions on a members case, Provider support including credentialing assistance

●Worked alongside with departments- Eligibility,Collections, Reimbursements, Disciplinary & Reinstatements. Participate in the crisis hotline when necessary Created claims for processing and correcting a misentered claim and submit it to our Claims Appeal department, Provided claim clarifications, claim denials with a claim number for explanation on specific claims, researching claim details for accurate explanation of benefits

●Inputting information into computer system

Harte Hanks-FedEX 08/2014 – 01/2016

CSR

●High volume Contact Center for FEDEX Customer Service, Assisted customers with FEDEX website for navigation, opening an account, proper paperwork for customs packaging, trouble printing labels, minor troubleshooting with printers, printing equipment & installing drivers into their systems, Consult with other departments within the Fedex substations or hubs, Fedex Offices

●Assist with billing online issues how to pay their invoices, assisting on creating shipping reports, assist with auto pay accounts, de-escalating calls & transferring calls.when necessary

●Creating phone logs on a ticketing system, troubleshooting with credit card billing online

Austinuts Wholesale inc. 05/2012 – 03/2014

Account Manager

●Worked with H.E.B., Whole Foods, United Market, My Fit Foods, Albertsons grocery stores to keep our edible products on stock. Use QuickBooks to process these orders and send to our packaging and shipping department within our warehouse. Help with packaging and shipping by department when needed

Work Experience:

●Field Of Interests

●Customer Support Representative

●Customer Support Specialist

●Technical Support Agent

●Office Assistant

●Account Manager

Strength & Hobbies:

●Good Listener/Hard Worker

●Positive Outlook on Job

●Homemaker acting as a single parent while deployed husband was battling in Iraq-Operation Iraqi Freedom

●Drawing and Coloring

●Figuring and Solving Puzzles

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