Cason Tice Email & Phone Number

Detroit, Mi, Us

Michigan

• Provide assistance to agents with process questions, escalation assistance, and escalated call handling.• Responsible for CED call and case evaluations using reports pulled from Avaya and Service Manager. Also, advise agents of best practices through coaching, side by sides, call evaluations and 1 on 1 monthly reviews.• Email and phone correspondence with dealerships in order to maintain proper compliance through court settlement, to inform on title statuses, provide reimbursement assistance for services, and to assist in grounding/ pick up of all TDI vehicles bought back through the TDI settlement process.• Pull reports using Avaya, CMS, and Service Manager and run analysis in order to maintain compliance within the TDI court settlement.

Michigan, United States

• Manage a team of up to 12 agents and assist with escalated calls, general agent questions, and adherence through Avaya WFO.• Advise agents of best practices through coaching, side by sides, call evaluations and 1 on 1 monthly reviews.• Send correspondence to claimants and dealerships to assist with completion of closing appointments.• Review, correct and approve weekly payroll for the Closing Support agents.• Ensuring proper handling and record keeping of documents and reports per court settlement and company guidelines.• Analyzing reports and information from systems, including CMS (Call Management Software), to maintain safety thresholds in phone queue and adjusting as needed during heavy expected call intervals

Auburn Hills, Michigan

• Support dealership/ field personnel in completing TDI settlement appointments virtually using remote video software.• Review closing documents to ensure they have been completed thoroughly and accurately.• Assist dealerships and field personnel in evaluating the condition and operability of vehicles.• Address all customer questions/ concerns regarding their closing appointment.

Auburn Hills, Mi

• Work between multiple operating systems to complete task• Communicate with claimants via phone, e-mail and mail• Create and manage Excel spreadsheets• Manage manual claim submissions from start to finish

Greater Detroit Area

• In charge of training new hires (Groups from 5-20 persons).• Demonstrated knowledge of HIPAA Privacy and Security Regulations byappropriately handling patient information.• Responsible for claim verification, investigation, research and review to make sure that claims are finalized in a timely and accurate manner.

Rock Hill, South Carolina

• Recruited, hired, and trained new employees.• Verified, processed, and filed payroll and resolved payroll issues.• Entered applicant and employee data for new and existing employees.

Bachelor Of Science - Bs

Associate Of Arts - Aa