Customer Support Specialist (Remote)

Pamela Grange

**** * **** ***** **, apt G, Greenville, NC 27858

252-***-**** (cell)

**********@*****.***

QUALIFICATIONS:

Superior verbal and written communication skills. Excellent judgment, probing and problem solving skills. Ability to handle stressful situations resulting from high volume of phone calls, technical problems, escalated customers and changes in departmental priorities or procedures. Effectively utilize Microsoft Office Suite, Outlook, chat teams, multiple CRM programs and screens, Omni and PC Window based computer system applications; Citrix, Avaya, Five 9 and Anyconnect softphones, Type - 60wpm

PROFESSIONAL EXPERIENCE

Alorica, employment verification – theworknumber.com – 800-***-**** – employer code 12561

(Aug 4, 2025 – Present) Work from home – Member Services Rep for Health Plan of Nevada and Sierra Health and Life

Take incoming calls to assist members, providers, and other insurance companies calling about medical, dental, pharmacy and vision benefits, provide claim status info to providers and submit request to reprocess claims, check status on prior authorizations, referrals and claim appeals, provide deductible, out of pocket max and co-pay info, make changes to assigned primary care and ob/gyn doctors, order member ID cards, send directory list of doctors to members, document details of call interaction, adhere to HIPAA and confidentiality guidelines. Metrics: AHT, hold time, and after call work (ACW), quality, schedule adherence.

Enterprise Solutions, 4320 Winfield Rd, suite 200, Warrenville, IL 60555, 630-***-****

(March 9, 2025 – July 7, 2025) Work from home – Benefits Verification Representative for CVS Specialty Pharmacy – Efficiently resolve insurance-related issues (prior authorization for drugs not covered, co-pay, insurance changes, re-fill to soon, etc) in order to process patient prescription orders for on-time delivery. Responsible for making daily outbound calls to doctor’s offices, co-pay companies, plans, and patients to verify needed information. Metrics; number of prescriptions handled and average handle time, # of resolved issues, quality and adherence.

Global Payments – TSYS, 3550 Lenox Rd, Atlanta, GA 30326 – employment verification – theworknumber.com – 800-***-**** – employer code 13575

(June 27, 2023 – Feb 6, 2025) Work from Home – Bank Fraud Specialist – Verify callers according to bank policies. Handle calls to resolve suspected fraud transactions on credit cards for various banks; remove block from cards if transactions are valid or shut down and submit fraud claim in order to issue new card if transactions are fraudulent. Add travel exceptions to card when customers need to make purchases outside their local area. Properly document accounts with call details and transfer calls to other departments as needed. Meet required metrics: quality assurance, average handle time, hold time and after call work (ACW), schedule adherence.

First Call Resolution, 2911 Tennyson Ave, Eugene Oregon 97408 - employment verification - theworknumber.com – 800-***-**** - employer code 100493

(Nov 15, 2021 - April 20, 2023) Work from Home - Chat/Phone Customer Service Rep for Nintendo project - Perform troubleshooting to resolve technical issues with Nintendo Switch and accessories (e.g work power on, blank screen, etc), resolve technical and log in issues regarding password and email resets, setup repair requests, process refund requests for digital downloaded games. Meet required metrics: customer satisfaction, quality assurance, average work time, data accuracy, first call resolution and adherence.

Strickland Home Improvements 824 Hardy Rd Greenville, NC 27834-7964

(Mar 6, 2017- Oct 8, 2021) Office Manager - Responsible for the day to day operation of the office. Answer and screen phone calls, schedule appointments, respond to emails and create letter correspondence and assist with job presentations/proposals. Track project costs and budgets to submit timely project reports. Manage record keeping/filing, faxing and mail distribution. Maintain accounts receivables/payable, make bank deposits and handle petty cash. Ensure office utilities were paid and maintain the purchase of office equipment and supplies. Assist with the selection of project vendors. Recruit new employees for work projects and prepare required paperwork during hiring or termination process. Maintain employee personnel files. Monitor and record employee work hours to prepare payroll and paychecks. Open and close office. Utilize constructive judgment, decision making and problem-solving, time management, organization and planning, budgeting, staffing and coaching, attention to detail and initiative skills.

Asurion Corporation

648 Grassmere Park, Nashville TN 37211 615-***-****, Verify employment -Thomasandthorngren.com - click commercial verifier tab - company codeASUR456 or call 615-***-****

(July 2016 - Feb 2017) Work from Home - Claims Representative - Sprint PCS project - Processed claims to replace lost, stolen or damaged cell phones for Sprint, met performance standards including average handle time, customer satisfaction, quality, one call resolution, etc.

(May 2011 – July 2016) Work from Home - Technical Customer Care Representative - DirecTv project - Provided technical troubleshooting to resolve customers' programming and/or equipment issues e.g. sfss, no signal, banner no program, freezing/pixelation, internet connectivity issues, streaming to other devices (e.g. computer, cellphone, ipad), tv apps, pay-per-view issues, remote control issues. Scheduled service calls for technicians to resolve technical issues at customer's home, reschedule/cancel appointments, forwarded customer complaints to local office for supervisory follow-up. Processed orders for replacement of equipment (e.g. receiver and remotes) and equipment upgrades. Assisted customers with other general inquiries e.g. billing, taking payments, making programming changes. Met monthly performance objectives in all key areas - reliability, average handle time, one call resolution, quality and adherence. Met sales metrics of 2% of calls handled upselling additional services e.g. product/replacement insurance and premium channels.

Mastec/Advanced Technologies (satellite installer for Directv)

540 Pylon Dr, Raleigh, NC 27606, Verify employment - Theworknumber.com - employer code 13785 800-***-****

(Nov 2001 - Mar 2011) Lead Dispatcher - Managed workforce planner computer system to schedule and route work orders for technicians. Called technicians throughout the day to confirm daily route status and track information in workforce planner, followed-up on customer calls inquiring about arrival time of technicians and complaints about installations. Called customers to reschedule missed appointments, confirm next day appointments and scheduled earlier appointment dates. Received information on work order changes and forwarded to appropriate department

via email and created daily report for contractors.

EDUCATION:

Medgar Evers College of New York City, B.S. Business Administration

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