Customer Service Agent
Resume:
Tiara Evans
San Antonio, TX *****
**************@*****.***
Secure a position service-oriented business in which I will utilize my skills and experience. Authorized to work in the US for any employer
Work Experience
Team Lead System Tech Support Tier 1
ACD Direct, Primerica - Remote
March 2022 to Present
• Managing the day-to-day activities of the team.
• Chat Support
• Assisted with RSA Token configuration
• Systems Support
• Motivating the team to achieve organizational goals.
• Developing and implementing a timeline to achieve targets.
• Delegating tasks to team members.
• Conducting training of team members to maximize their potential.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Conducting quarterly performance reviews.
• Contributing to the growth of the company through a successful team.
• Creating a pleasant working environment that inspires the team.
• Assist our client with handling their customer inbound call and email needs. The type of calls and emails will assist with General Portal Support, Billing Support and Client Portal Support
• De-escalate situations involving dissatisfied customers, offering assistance and support
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Review customer or client accounts, providing updates and information about billing and other account items
• Collaborate with other Specialists to improve customer service
• Perform other related duties as assigned by management
• developing and implementing quality assurance policies
• conducting tests and inspections
• identifying production, process, product issues
• presenting solutions
• Scheduled 1 x 1 Meetings with my agents regarding their QA scores Remote Customer Service Agent
The Panther Group/ Maximus Field Glass - Remote
March 2022 to March 2022
Job Summary: The position shall accept calls from individuals and input information necessary to assist Veterans, the Veteran spouse or Veteran caregiver for the veteran to address appointment scheduling and administrative needs, address their pharmacy needs including but not limited to prescription refills. Essential Job Duties and Responsibilities:
• Utilize standard scripted responses and frequently asked questions to respond to VA inquiries in the following areas:
• Confirm appointments and notify facility using the TRM Plus software package of other appointment needs so that patient's Community Based Outpatient Clinic (CBOC) or VAMC may follow up to cancel, make, or reschedule appointments, without requiring the patient to place another phone call.
• Pharmacy information, pharmacy refill, pharmacy order status, education, and direction on use of Audio care auto-refill systems and notify facilities of patient requests for Rx Renewals using TRM Plus.
• Assist the VA with follow up regarding tracking of packages such as prescriptions, prosthetics as well as other items sent out to the patients.
• Provide frequently requested contact names/phone numbers at each site to callers. Callers require information about location of services in VISN 7 (VAMCs and CBOCs).
• Follow all procedures and processes, as well as update appropriate logs and databases.
• Provide assistance to callers in a prompt, professional and friendly manner.
• Research problems and follow through until issues are resolved; escalate to supervisor and/or nurse as required.
• Work Schedule: Evenings and Nights shifts, alternating coverage including weekend, holidays, and day shifts.
• Meet all standards established for this position.
• Follow all procedures/policies associated with position.
• Perform other duties as assigned by management.
Remote Associate Product Support Specialist (Temporary) FRONT POINT SECURITY - Vienna, VA
November 2021 to January 2022
• Assist new customers via telephone while they set up their equipment
• Perform system configurations and verification, account activation and customer orientation
• Work with the team to resolve cases within 24 hours
• Guide customers through integrations of video cameras with their home broadband network
• Create documentation to build internal knowledge base of troubleshooting tactics and fixes
• Monitor open case queue and work load/priorities
• Troubleshoot security alarm systems
Operation Channel Representatives/AYS Scheduler -Remote Corporate Brokers, LLC - Silver Spring, MD
March 2018 to September 2019
• Coordinate with staff to review order pipeline and upcoming order requirements.
• Coordinate with staff to prepare order documents tailored to merchant requirements.
• Complete the delivery of order documents to the merchant and monitor status of outstanding documents.
• Establish professional relationships with key merchant personnel to manage ordering process and delivery schedule expectations.
• Provide guidance to merchant so that merchant delivers accurately completed order documents – Contracts,VAR sheets and Order Forms.
• Assist staff and merchant to obtain merchant’s VAR sheets, when not provided.
• Complete with merchant any order revisions based on changing parameters, such as Site Survey results.
• Assist staff to remediate At Your Service scheduling issues with the merchant.
• Initiate Service Order in CRM, manage attachment of all documents to order, and update new documents as needed. Approve Service Order to start Implementation workflow.
• Investigate and respond to Implementation questions related to order.
• Investigate and respond to Finance with entry and billing questions related to the order.
• If Customer Provided Equipment refurbishment is ordered, coordinate and supervise tasks to fulfill order.
• Monitor order status through Implementation and Hardware fulfillment; and as needed, provide updates and tracking to merchant, team and Project Manager.
• Update any Order Status reporting as needed.
• Provide handoff to Install Team for orders not supported by Project Management.
• Complete Order closure with merchant and to Account Manager/Project Manager DC Government Contractor
Vantix/ Health Benefit Exchange call center - Washington, DC October 2017 to May 2018
•Assist callers by answering product and service questions; provide appropriate resolution or direction for next steps.
•Provide in-depth program information to consumers about the Exchange and educate callers on various programs (Medicaid, Medicare,Trusted, Amerihealth, Amerigroup. •Accept telephone applications for many of the programs.
•Enroll individuals into qualified plans. Assist and resolve issues related to applications and eligibility determination for the Exchange.
•Prepares service reports by collecting and analyzing customer information. Maintains call logs and records of call consumer calls. •Contributes to team effort by accomplishing related results as needed.
•Assist with technical issues, Troubleshoot problems. Program Specialist
Covance Laboratories - Gaithersburg, MD
July 2016 to July 2017
Randstad // Gaithersburg, Maryland
• Respond to inbound calls from customers, triage calls as appropriate, document calls in appropriate database, and handle/escalate calls per program specifications.
• Conduct outbound calls per program specifications.
• Conduct insurance verifications to confirm patient benefits, facilitate the prior authorization process on behalf of customers, assist with problem claims, and perform case management to identify insurance to identify insurance and alternative funding sources per program specifications.
• Screen and process patient assistance applications by determining eligibility and making outbound follow up calls as necessary. Update computer systems on patient enrollments, denials approvals, payment processing, withdrawals shipments, and caller requests per program specifications, respond to inquiries regarding PAP operations and requests, such as status of patient enrollment status, product shipments and returns. Also work with distributors and manufacturers to request and track product shipment.•Assisted with UPS tracking, Assisted the physician with making sure the medical script was accurate.
• Other duties as assigned.
Education
Bachelors of Science in Criminal Justice
Liberty University
Skills
• Microsoft word, Microsoft Outlook, Sibel, Assisters Portal, Avaya Phone System, Case Worker Portal, Citizens Portal, DC Govt Outlook,Enroll App, Enroll App Supervisors Admin Portal, GLUE,Identity(Password Reset), Identity (security Questions Reset)OOAM, Salesforce,Windows Login
(2 years)
• Microsoft Outlook
• Receptionist
• Filing
• Billing
• Outlook
• CRM (2 years)
• Scheduling
• Organizational Skills
• ACD Call Corp
• Customer Service (7 years)
• Insurance Verification
• Help Desk
• Google Docs
• Troubleshooting
• Technical Support
• Software Troubleshooting
• Desktop Support
• Customer support
• Customer service (6 years)
• Sales (1 year)
• Insurance (2 years)
• Warehouse experience
• Serving
• Medicare
• Retail sales (3 years)
• Customer support (10+ years)
• Network support
• Operating systems
• Frontpoint (Less than 1 year)
• Alarm.com (Less than 1 year)
• Interaction desktop (Less than 1 year)
• SIP soft phone (Less than 1 year)
• Workbench (Less than 1 year)
• Multi-line phone systems
• Problem solving Skills (7 years)
• Critical thinking Skills (7 years)
• Communication skills
• computer software and application knowledge (6 years)
• Multi-line phone systems
• Medical records
• Debits & credits
• POL Primerica Online (1 year)
• Remote Access Software
• Microsoft Windows Server
• RSA Token (Less than 1 year)
• POL Billing Tool (Less than 1 year)
• POL LDAP Tool (Less than 1 year)
• Jira (1 year)
Certifications and Licenses
CPR Certification
First Aid Certification
VA Privacy and Information Security Awareness and Rules of Behavior March 2022 to March 2023
Privacy and HIPPA Training
March 2022 to March 2023
Additional Information
• Excellent web browsing and researching skills
• Novice user of Microsoft Word, Outlook, CRM
• Excellent written and verbal communication skills
• Excellent customer service skills
• Excellent organizational skills, detailed and deadline oriented1
• Works well in a fast paced environment
• Team player and a leader
• Typing/keyboarding: 65 wpm
Contact this candidate