Customer Service Technical Support

Tammy Grizzle

423-***-**** **************@*****.*** Bristol, TN 37620

SUMMARY

Client-focused and detail-oriented professional with over 15 years of experience in telecommunications, technical support, and administrative operations. Known for managing complex contract packages, coordinating cross-functional teams, and providing exceptional customer service. Proven ability to handle high-pressure projects with tight deadlines, while maintaining accuracy, compliance, and quality standards. Trusted with sensitive data and recognized as a subject matter expert and team leader. CORE SKILLS

High-Volume Call Management

Contract Review & Sales Support

Cross-Department Coordination

Customer Service & Issue Resolution

Data Entry & Documentation

Telecommunications & Circuit Provisioning

Quality Assurance & Training

Technical Support & Scheduling

Microsoft Office, Salesforce, Adobe, TIRKS, EPIC (familiar) EXPERIENCE

Prior Authorization Representative, Cigna/Evernorth, May 2025-Current Client focused pharmacy role handling 50+ calls and fax request per day Identify provider needs and problems, considers solutions and takes action for getting medication prior authorization request completed Actively listens to caller, asks for clarification and provides guidance based upon providers needs Manages real-time inquiries from provider offices while keeping track of and responding to commitments and following up with doctors; balances multiple priorities and competing demands Effectively maintains high metrics and scoring through bimonthly audits, consistently exceeding goals and delivering Business Representative/Sales Support Associate, Lumen Technologies, January 2005-June 2021 Provided exceptional customer service and sales support for telecommunications provisioning, handling data and voice circuits, SIP trunks, PRI, and BRI services.

Managed end-to-end processing of contract sales packages for new installations, service changes, and government/regional accounts. Created and maintained detailed spreadsheets and order tracking systems; generated dispatch tickets and coordinated scheduling until service activation.

Partnered with sales, engineering, provisioning, and operations teams to review contract feasibility, verify pricing, timelines, and equipment needs.

Acted as Subject Matter Expert (SME) and led training sessions for new systems and team onboarding; handled Quality Assurance responsibilities for internal audits.

Frequently assigned to urgent, high-visibility projects—such as coordinating temporary communication circuits for major national events and corporate accounts.

Entrusted with sensitive and proprietary information while supporting rapid turnaround of multi-inch-thick contract documentation packages.

Administrative Support, Exide Technology, March 2004-January 2005 Supported national accounts customer service credits, adjustments, and returns processing. Entered and reconciled invoices, tracked returns, prepared correspondence, and maintained digital filing systems and internal memos. Created vendor sales reports and maintained Excel-based tracking systems for account performance and reporting accuracy. Assisted with QA checks to ensure invoice and payment integrity, reducing risk of fraud or delays. Occasionally assisted with warehouse logistics, including physical inventory checks when shipping documentation discrepancies arose. Gained firsthand understanding of battery manufacturing and distribution by supporting both front-office and distribution center operations. Technical Support/Dispatch/Admin Support, Siemens AMD Division, April 2002-April 2003 Managed intake, documentation, and dispatch for technical service requests on large-scale manufacturing and infrastructure equipment. Scheduled engineers, tracked service progress, and followed up on outcomes to ensure timely and accurate completion of work. Processed AVC cards (technical work orders), compiled service details, verified costs, and generated customer invoices. Collaborated with sales and technical teams to support order flow and resolution for high-stakes service outages, where even brief downtime could cost clients thousands to millions. Improved support processes for accurate billing, communication, and customer follow-up across engineering and administrative functions. EDUCATION AND TRAINING

High School Diploma

Lebanon High School

Administration Certification Business, Abington Technology Center

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