Brian Borst Email & Phone Number

Bloomington, Illinois, Us

Ch

Woodland Hills, Ca, Us

Primary responsibilities included: • Verifying active policies and investigating coverage concerns• Contacting policy holders and claimants • Liability investigations for non-injury motor vehicle accidents• Creating customer service assignments with repair shops, shops-of-choice and rental vehicle reservations. Provided customer service excellence by discussing repair estimates, issuing payments, and providing customers with timely follow-up responses to their concerns.

The goal of this project was to assist those issuers align their records with the Federally Facilitated Marketplace so participating healthcare consumers can file their correct 1095A tax return. Primary responsibilities included: • Researching complex policy records and provide a path of reconciliation of issuer recon values• Assist issuers to submit corrections of those values using our Enrollment and Payment dispute documentation• Accept, track and respond to inbound inquiries from issuers • Managing a master issuer contact list of over 500+ federal and-state based contacts• Writing official communication templates for team use• Writing standard-office procedure (SOP) documentation• Assisting with training new hires. My secondary function was acting as the subject matter expert (SME) for Proactive Outreach. Duties included:• Generating a daily report of enrollment records submitted over the past 24hrs• Generating SQL queries to collect data sets• Analyzing and identifying defective automated logic while understanding problematic dispositions and how to apply those corrections• Creating and operating Excel spreadsheets for recording issuers disposition trends• Hosting bi-weekly team meetings to report possible defects in automated logic to fellow SMEs and upper-management• Establishing personal one-on-one contact with medical and dental issuer representatives to provide knowledge and guidance for reconciling their enrollment and payment records to ensure a successful resubmission. Follow up communications utilized encrypted emails that collected sensitive PII/PHI data to explain the results of their disputed records and how they can correctly resubmit their enrollment or payment disputes to ER&R.

Duties involved creating and maintaining a high number of daily case files for customer via multiple-ticketing programs, providing written and verbal technical communications using highly detailed notes recorded for easy follow-up, and providing knowledgeable and accurate resource information for six of the companies various educational software programs and support for over 30 different types of teacher/student response hardware products that operate on Windows and Apple desktop and mobile platforms. Recognized as a top-rated support representative that excels in identifying customer concerns with a quick resolution and providing 5-star customer satisfaction results. Daily responsibilities included: • Providing knowledgeable and accurate resource information for an assortment of educational response hardware and integrated learning software that operates on Windows, Apple OS desktop and mobile platforms. • Creating and maintaining a high number of daily case files for customer via multiple-ticketing programs• Providing written and verbal technical communications using highly detailed notes recorded for easy follow-up

Excelled in providing distinguished technical support knowledge and expanded upon a complex understanding of six assorted wireless terminal manufacturers to all customers. Duties included: • Accepting heavy inbound call traffic including logging statistical analysis and notating resolution• Proprietary IP account creation and maintenance• Maintaining daily hardware activations and deactivations for AT&T and Verizon wireless carriers• Hardware file construction, terminal download assistance and provided in-depth equipment training.

Accepted job transfer to an independent sales office where my goal was to streamline the process of terminal deployment to help reduce return shipping requests from customers and provide technical support assistance.• Accepting inbound phone calls from retail merchant customers to help resolve landline and wireless terminal communication concerns and batch deposit inquiries• Created merchant banking profiles for new hardware purchase orders, submit wireless activation requests and create shipping orders for new contracts• Created new processes for increasing hardware deployment measures designed to improve customer experience and reduce call tag requests• Tracked new contract fulfillment designed to assist with hardware installation and new-user training.

Trained to provide quality technical support knowledge and embedded a firm understanding of seven various landline terminals and three wireless terminal manufacturers. Accepting heavy inbound call traffic including logging statistical analysis and notating resolution. Promoted to new Deployment Services department; responsibilities include maintenance and organization of all incoming deployment hardware requests. Hardware file construction, download terminal assistance and in-depth equipment training.

Graphic Design

Graduates Diploma, Technical Drafting, Peer Counciling

Nursing