Dakena E. Email & Phone Number

As a Connections Specialist at Ease, I apply my 16+ years of experience in technical support, customer relations, and data analysis to troubleshoot and resolve integrated carrier connections issues in the proprietary HR and Benefits platform. I have a Google IT Support Professional Certificate and a Bachelor of Science in Computer Science, which equip me with the skills and knowledge to diagnose and fix complex, technical EDI and API errors.I work collaboratively with clients, carriers, and internal cross-functional teams, including CSMs, Support, Engineering, Implementations, and Product, to achieve goals and desired results. I also assist with group onboarding and pre-connection inquiries, using a number of software applications such as Confluence and Zendesk. My mission is to ensure a seamless and satisfying experience for our clients and partners, and to enable them to leverage the full potential of our platform.

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  Connections Specialist

  Ease

  May 2022 - Present

  Use a number of software applications such as Confluence and Zendesk to troubleshoot and resolve integrated carrier connections issues in the proprietary HR and Benefits platform.Work collaboratively with clients, carriers, and internal cross functional teams including CSMs, Support, Engineering, Implementations and Product to achieve goals and desired results.Resolve complex, technical EDI and API data feed errors.Resolve connection issues from file transfers and assist clients with carrier communications.Assists with group onboarding and pre-connection inquires. Diagnose other technical issues and create Jira cases for escalation support.With an extensive knowledge of benefits administration, research and resolve Healthcare plan build and carrier policy discrepancies. Maintain and create detailed documentation through logging of cases, email, and knowledge base articles for the client and internal use.