Customer Support Service

Tracy M Orr

**********@*****.*** • 706-***-****

EDUCATION

Colorado Technical University,Colorado Springs, CO 12/2026 Bachelor of Science in Business Administration

PROFESSIONAL EXPERIENCE

Aetna CVS, Hartford, CT 03/23 to

Member Services Representative

• Provided comprehensive customer support by addressing inquiries and revolving issues through phone, internet, and written correspondence and provide subject matter expertise to the team by researching and answering questions relating to claims.

• Explain members’ rights and responsibilities in accordance with the contract. Processes claim referrals, new claim handoffs, and preauthorization processes, nurse reviews, complaints (member- provider), grievance and appeals (member-provider) via target system. Assists providers with credentialing and recredentialing issues.

• Determines medical necessity, applicable coverage provisions and verifies member plan eligibility.

• Performs review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible.

Incomm Financial Services, Fortson, GA 01/22 -02/23 Dispute Analyst I

• Resolved disputed gift card claims efficiently, conducting thorough investigations to maintain customer satisfaction and trust.

• Analyzed documentation to facilitate the card replacement process, ensuring accuracy and adherence to established protocols.

• Review and action card cancellation requests and refunds for various products Rent A Tire, Columbus, GA 09/20-12/21

Account Manager

• Prepare requests and track prosecution against customers and lien holder to maintain the highest level of compliance and company policy.

• Managed account receivables by accurately posting customer payments and facilitating the negotiation of merchandise returns.

• Perform duties past due which include rentals, sales, verification, and collections meet and exceed company collections guidelines.

• Maintained effective communication with customers to address past due accounts, implementing resolution strategies that aligned with company policies. Total System Services, Columbus, GA 07/14-08/20

CSR Senior-Lead

• Facilitated training and coaching for both new and experienced customer service agents, enhancing team competency and performance.

• Addressed customer inquiries through multiple channels including telephone, email, and chat, ensuring timely and effective resolutions regarding their credit card.

• Managed proficient use of computerized data entry systems and relevant applications to support customer service operations.

Army and Air Force Exchange, Fort Campbell, KY 02/10 -05/14 Cashier Supervisor

• Providing excellent customer service, greeting customers, and resolving customer issues . Reconciling cash drawers ensuring the accuracy of the daily cash collection and cashing out registers

• Hiring, training, and coaching new and current cashiers, also scheduling shifts, and overseeing employee breaks. Assisting cashiers with point of sale and resolving issue. SKILLS & PERSONALITY

Time management, communication, Teamwork,leadership, Work Ethics, Attention to Detail, Employee training, Microsoft word and excel, Adaptability, Problem Solving, Critical Thinking, Positive Attitude

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