Cory Drouin Email & Phone Number

Denver, Colorado, United States

Denver, Colorado

Denver, CO

• Respond to shared inbox inquiries within expected time frames, providing regular updates to the Client Operations Lead through resolution
• Work error and discrepancy reports from vendors, ensuring that members have needed coverage
• Report on discrepancy trends and identify system functionality or configuration updates that will reduce errors
• Review export expectations in relation to error reports and communicate with the vendor if results are outside of expectations
• Run and work full and quick audit reports to ensure all member records are accurate and transactions have been processed correctly, resulting in accurate coverage
• Manage client deliverables, track progress and complete assigned work through company planning tools

Denver, CO

• Report daily verification statuses to all processors, leadership and PS VP
• Distribute and prioritize processor workload to ensure they’re meeting set requirements and time frames
• Audit (QA) processor and client team transactions for accuracy
• Review, test and provide feedback to client teams regarding current builds and upcoming implementations
• Work directly with Product Development to release enhancements, updates and system fixes
• Assist client teams when escalations or time sensitive situations arise

Denver, CO

• Primarily focused on COBRA and direct billing for retirees or members on a leave of absence
• Enrolled members into continuous coverage after employment termination or other life events
• Worked directly with clients and client teams to ensure members are properly reviewed and managed
• Completed root cause analysis and collaborate with Client Services and IT on system enhancements/fixes
• Designated as Denver’s subject matter expert and responsible for new hire COBRA training
• Generated daily/weekly reports utilizing Excel for accurate tracking and processing

Denver, CO

• Answered inbound calls professionally, with high energy and a positive attitude in regards to employee benefits
• Excellent verbal and written communication skills to obtain appropriate resolutions
• Responded accurately and thoroughly to caller inquiries and documented call details accordingly
• Created individual cases to follow up with in depth member inquiries to guarantee correctness

Denver, CO

Responsible for supporting Comcast Business Services in providing world class service to our customers. Strive for First Call Resolution while handling all issues with urgency, ownership and accountability. Provide prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues. Fulfill client requests.

Denver, Colorado

Resolved all escalated customer issues and assisted customer service representatives with de-escalation and problem solving via chat and phone resources. Handled calls from customers with escalated concerns and have indicated a desire to speak with a supervisor while utilizing multiple data entry systems and other relevant applications, tools and.

Denver, Colorado

Completed high volume of call observations in order to track behavior trends and determine the key impact behaviors for an individual employee and/or a class of employees. Observed, created action plans, coached, and validated the effectiveness of coaching activities in order to develop employee performance in both a classroom and production environment..

Denver, Colorado

Provided team support for answering agent questions and resolves escalated customer service calls. Supported and assisted in the education of team members on system changes and enhancements. Assisted Team Leaders in monitoring performance and helps identify when a team member may require additional assistance and coaching from the Team Leader. Contributed.

Denver, Colorado

Monitored call center performance statistics at regular intervals; work with CCC managers and team leaders to achieve desired service levels; communicated information to vendors and employees. Reviewed call center staffing schedules (short-term); ensure that adequate staff is scheduled to take calls at all times. Proactively adjusted staffing on a.

Denver, Colorado

Deliver world class customer service and build customer satisfaction and loyalty. Troubleshoot all technical inquiries regarding DIRECTV receivers and products over the phone. Provide effective and timely resolution of a range of customer inquiries. Increase the customer experience by providing information on new products, programming package and services.

Rochester, New York

Had numerous titles and worked for multiple departments within this company; all focusing on customer experience and customer satisfaction. Face to face interactions with all transactions. Worked as an individual contributor and as a supervisor, monitoring and leading a specified number of representatives.