Customer Service Technical Support

Tracy Wysocki

Cell 520-***-****

*********@***.***

Experienced in Remedy, Service Now, Glidewell Office (GO), PeopleSoft, Oracle CRMs Background, Credit History certified

Rang Technologies (Piscataway NJ – Ellucian Reston VA; Student Information Systems. March 2024 – Current. Remote (Contract Assignment)

Ellucian CRM Advance. Intelligent Learning Platform; Customer Service Technical Support Randstad - Vanguard (Phoenix, AZ). Oct 2023 – Jan 2, 2024 Contractor Assignment. Completed Foundational Services. Handling calls pertaining to their 401K; Mutual Funds, Beneficiaries, Trustees, Bank Transfers, etc. ONE NOTE; MS OUTLOOK, MS TEAMS, GENESYS. 90 Day contract ended as I moved out of contract address eligibility from Phoenix AZ (base) to Eugene OR. Wife accepted position requiring relocation. Glidewell Dental Nov 2020 – Jul 2023

Customer Service - Remote (Phoenix AZ) Web Assistance Remote from Phoenix

• Provide exceptional customer service to inbound customers resolving dental impressions, invoice, technical issues or online issues

• Schedule pick-ups and all processes involved on cases that need to be returned for credit or rework

• Assist with Dr offices attempting to login to portal

• Communicate ship dates regarding cases in lab

• Locate mishandled cases and coordinate new shipping to correct locations

• Handle general inquiry calls including for payment or pricing

• Current matrix reflects 99% Ready

100% QA (35 thus far with 3 reflecting lower than 100%. 100% attendance

24-7Intouch Nov 2019 to Nov 2020

CSR 1-Netflix Technical Help Desk Remote from Phoenix Provided superior customer service to inbound customers to resolve customers service issues through both chat and phone call forums. Job included the following processes to ensure the best quality customer service deliver of products and services:

• Troubleshooted all devices, walked the customer through connection, and ensured customer is connected to our services

• Addressed and diffused suspected fraud, escalating credit card information

• Recovered compromised credit cards

• Resolved customer service issues, and thanked each and every customer for their patronage State Farm May 2018- Jul 2019

Claims Adjuster On Site Tempe AZ s

• Policy Evaluation, settlement of claims, and ensured payment of claims to customer satisfaction

• Researched and resolved claims disputes within approved scope of position, including comprehensive use of medical terminology and effective communication with attorneys, paralegals, claim specialists

• Processed assigned large volumes of claims utilizing appropriate organizational policies and procedures

• Explained automotive parts and repair methods, reviewed written or computerized estimates to deliver superior customer service. Including, but not limited to: Arranging rental car, towing services, and resolved customer needs to provide customer transportation. comprehended medical and anatomical terminology

Catamaran/Optum RX Oct 2014- Feb 2018

Pharmacy Help Desk – Work AT Home Remote

• Resolution of 5-20 inbound calls per exceeding 5-10-minute handle time goals

• Advised patients, including Medicare and Medicaid, on best use of benefits and options for financial assistance. This included benefits to members, pharmacies, and prescribers to recommend cost savings to customers.

• Reviewed medical case notes to determine on going medication treatment plan and project future medication costs, DUR rejections, and resubmitted claims as needed

• Verified prescriptions for accuracy and completeness, including gaining preauthorization for patient prescriptions

Education

University of Phoenix, BS eBusiness 2004

ITT Technical Institute, AS Radio and TV Journalism 1986

***Hearing Disabled. (ADA)

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