Customer Service Technical Support
Resume:
LeNay D. DeGrafenreid
********@*****.***
WORK EXPERIENCE
Medicaid Representative
Texas Medicaid Healthcare Partnership/BcForward
Austin, TX December 2019 - July 2023
-Provided assistance to Medicaid Providers with the enrollment process.
-Confirmed Client Eligibility.
-Submitted and processed Medicaid Claims and Telephone Medicaid Claims Appeals.
-Prior Authorizations processor and liaison between the Hospitals and Long Term Care Facilities.
-Provided online tech support for Providers, assisted with password resets, online claims issues, troubleshooting for claims appeals, and billing issues. Senior Associate Enterprise Technical Support/Customer Service (Contract Position) Dell – Austin, TX January 2019 – June 2019
- Triaged incoming customer calls for technical issues
- Responded to customer technical problems/issues related to hardware, software and networking
- Escalated complex customer technical issues to senior level support
-Resolved low complexity customer issues
- Worked with customers to collect appropriate information to positively impact time to resolution results.
- Documented problems in the support solution database for diagnostics and solution implementation.
- Verified warranty entitlement and determined appropriate action plan.
- Developed an understanding of client products, service offerings, and departmental structure to help connect customers with the appropriate resources. Pages & E-Commerce Analyst
Facebook – Austin, TX December 2016 – December 2018
-Identified and studied accounts believed to be Hacked. Analyzed and reported trends that impacted accounts that were Hacked.
-Manually reviewed content to ensure that it is compliant with all company policies.
-Supported inbound emails from customers regarding Pages and Commerce product requests.
-Identified trends in content in order to help develop automation and refine policy. CUSTOMER SERVICE ADVOCATE
Verizon Wireless - Charleston, SC June 2014 – February 2016
-Answered an average of forty calls per day by addressing customer price plans, billing, phone and data inquiries.
-Maintained a successful sales quota for all products and services.
-Reported, tracked and submitted fraudulent claims to the fraud department.
-Provided account maintenance such as price plan changes, address and name changes, added and removed plan features and addressed escalations to retain customers. LeNay DeGrafenreid
********@*****.***
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RETAIL/SALES, EXPERIENCE SPECIALIST
Verizon Wireless - Long Island, NY September 2012 - June 2014
-Greeted customers entering the store to assist each customer’s want or need.
-Helped driving sales goals and achieved monthly successful quotas.
-Provided and elevated the customer experience to generate a loyal clientele.
-Built long term customer relationships and advised customers on purchases and promotions.
-Achieved sales goals and service performance requirements of $3,500 by mid sales requirements.
-Conducted in store training workshops for phones, tablets, connecting devices and accessories. TECHNICAL SUPPORT COORDINATOR
Verizon Wireless – Chandler, AZ April 2008 - September 2012
-Managed and responded to technical support for phones, tablets, connecting devices and accessories.
-Identified and solved technical issues utilizing a variety of diagnostic tools.
-Created claims for damaged, lost or malfunctioned products.
-Remained up to date on the latest technologies and solutions applicable to company products. CUSTOMER SERVICE REPRESENTATIVE I & II
Verizon Wireless - Chandler, AZ March 2003 – April 2008
-Answered an average of thirty calls per day and provided excellent customer service.
-Addressed and performed price plan inquiries and changes, solved billing issues, added and removed account features.
-Provided account maintenance and reported fraudulent activity. SKILLS
*Microsoft Office-Excel, Microsoft word, Power Point
*Exceptional Communication Skills
*Creative Problem Solver and excellent ability to multitask EDUCATION
*Business Administration - Strayer University
*Business Administration - Howard University
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