Customer Service Technical Support

Tyce M. Lofton

Professional Experience

United Healthcare

Member Retention & Concierge Lead 2023-Current

• Perform Metric coachings with Member Retention & Concierge advocates.

• Check Real time Adherence to ensure Service Level Agreements are met.

• Respond and assist in Microsoft Team questions from both advocates and leaders.

• Audit Member Retention calls for quality checks and proper procedural guidelines. United Healthcare

Digital Advocate 2021-2023

• Interface with multiple members on real time chat platforms while interpreting claims and benefits.

• Escalate and resolve helpdesk technology issues.

• Respond and resolve member’s emails including outreach to providers, pharmacies, and plan care coordinators.

• Respond to emails & digital website issues.

United Healthcare

Senior Customer Service Advocate and Former Compliance Officer September 2018-2021

• Coach fellow UHC Advocates on proper Compliance documentation and reporting including Quality of Care Grievances.

• Claim research and escalation, including direct member reimbursement claims.

• Document and update member information in accordance with The Centers of Medicaid & Medicare.

• File verbal grievances and organization determinations to ensure quality care to our members. PCM Lewis Center, Ohio

Trainer and Help Support Desk October 2017-August 2018

• Train new hires to resolve website technical support issues.

• Troubleshooting employee credentialing issues and point of sale technical support.

• I.T. support for Samsung Galaxy tablets, Care Credit iPads, and Moen digital displays, with the ability to remote in for additional support.

• Multitasking high volume calls inbound calls, including creating and resolving help desk tickets, while meeting service level agreements.

Alliance Data Systems Columbus, Ohio

Credit Card Specialist/ Credit Bureau Disputes Team November 2014-January 2017

• High volume call center to resolve consumer credit card issues and complaints.

• Updating credit bureau reports to avoid negative impacts on client’s credit score.

• Maintaining both accuracy and integrity in a fast-paced environment.

• Professional phone etiquette always.

UCT Insurance Company Columbus, Ohio

Customer Service Rep/ Client Service Rep January 2008-November 2014

• Supplemental Insurance Company providing eligibility and claim status.

• Data Entry.

• Sorting and filing claims including medical, dental, life, and accidental.

• Processing account closures due to death and past due premiums.

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