Customer Service Care

Paula Davis

**** ********* *****

Tallahassee, FL 32309

***-****

EXPERIENCE

Conduent (Tek System)

January 2017 to August 2018

Customer Care Assistance Department of Labor of Workers Compensation Program

Placed at Conduent via Teksystem as a contract worker, Rolled over to Conduent

September 2017

Handled inbound calls in reference to bills, medical authorization, enrollment, web portal

Edi and pharmacy issues.

Processed incoming emails to the helpdesk to help providers and DOL employees to access the website, advised how to download enrollment and authorizations forms, advised how to update Internet Explorer options for downloading forms

Processing EDI enrollment forms by linking the providers to their clearinghouse for bill

Submission, created new submitter id numbers in the EDI for clearinghouses, linked

submitter id numbers with the provider id numbers to facilitate the submission of claims

via TMPS

Changed passwords for providers, DOL employees and Conduent employees for the

Web portal

Remedy Intelligence Staffing

November 2014 June 2016

Placed with Mutual of Omaha Insurance

Data Entered charges for Long Term and Disability claims

Set up claims for payment

CoSentry

June 2007 October 2014

March 2012-October 2014

Worked in SDO L1 as a Helpdesk Analyst

Responsible for monitoring queue for new tickets and updating existing tickets.

Contacted Customer and technician to obtain part required and ordered part, scheduled appointment for technician to perform repair, confirm issue was resolved and the ticket may be closed.

Answered phone calls from Customer to create new tickets.

Accessed Active Directory for users to change and unlock their passwords.

Troubleshot with the user to determine if issue may be remotely resolve or sent to onsite for assistance.

Job Shadow with Quality and Assurance to preform QA of tickets to verify all information was correctly input in the ticket.

Placed at location of new customer to help with transition of services to be performed by Cosentry’s helpdesk, verified responsibilities of helpdesk requirements to assist SDO L1 agents to perform related tasks of resetting fuel pumps, reset registers

Performed QA on all tickets to verify information was inputted correctly and updated incorrect fields.

Nominated for Agent of the year

June 2007-March 2012

Worked as subcontractor for Hewlett Packard on the GE contract on the European sector of the program.

Entitled inbound service tickets

Responsible for submitting and forwarding tickets for remote resolution and onsite resolution.

Had extensive knowledge of the GE session of SolutionsDesk

Processed the weekly QA report for the entire group to verify tickets were sent to an onsite technician correctly

Loaded assets into SolutionsDesk database and a shared database with GE

Continually processed the highest number of tickets created and received Quarterly Awards for ticket processing.

Have extensive knowledge of the project and the processes involved with attaining Service Levels required by the customer.

Education

CSI Computer School Institute Sep 1992 – Sep 1993

Certificate Paralegal

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