Darcy Drew Email & Phone Number

Consult with customers to understand their business needs• Work directly with customers and health insurance carriers to prepareand advise employers on offering benefits that meet their and theiremployees’ needs• Advise, delight, and retain our customers during their annualemployee benefits renewal period via inbound calls and emailcommunication• Provide expertise and guidance to customers at key moments in theirrelationship with Gusto• Analyze, refine, and… Show more Consult with customers to understand their business needs• Work directly with customers and health insurance carriers to prepareand advise employers on offering benefits that meet their and theiremployees’ needs• Advise, delight, and retain our customers during their annualemployee benefits renewal period via inbound calls and emailcommunication• Provide expertise and guidance to customers at key moments in theirrelationship with Gusto• Analyze, refine, and iterate on processes to drive the customerexperience and improve our internal efficiency• Educate others on updates related to internal processes, external policies,and best practices• A part of multiple project teams performing customer outreach;discuss with customers upcoming company and benefit changes, carrier quotes, benefit alternatives, etc Show less

Serve as the first line to investigate and resolve client problems received via phone, ticket or other electronic means Triage and escalate issues by using applicable monitoring and troubleshooting tools Perform routine, preapproved changes to client domains Perform troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally Perform troubleshooting… Show more Serve as the first line to investigate and resolve client problems received via phone, ticket or other electronic means Triage and escalate issues by using applicable monitoring and troubleshooting tools Perform routine, preapproved changes to client domains Perform troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally Perform troubleshooting investigations via backend methods by capturing log files, querying tables, updating database fields, and updating/cycling servers Provide exceptional customer service in person, via phone and email as appropriate while documenting investigation and issue resolution Adhere to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements Show less

Investigate and resolve routine problems received via phone, ticket or other electronic means by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally Recognize when to escalate issues by using applicable monitoring and troubleshooting tools • Provide exceptional customer service in person, via phone and email, as appropriate Document investigation and issue resolution thoroughly and in a timely manner Research… Show more Investigate and resolve routine problems received via phone, ticket or other electronic means by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally Recognize when to escalate issues by using applicable monitoring and troubleshooting tools • Provide exceptional customer service in person, via phone and email, as appropriate Document investigation and issue resolution thoroughly and in a timely manner Research and use a knowledge base of information to quickly understand and diagnose issues Adhere to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements Show less

Ottawa, Kansas

Ottawa, Kansas

Bachelor Of General Studies, Psychology

Activities and Societies: Student Nurse Organization; Sigma Kappa Sorority; Provost Scholarship Recipient Attended 2008-2012; Returned.

High School Diploma

Activities and Societies: National Honors Society, FCCLA, FFA, Stucco, Class Vice President, Varsity Basketball, Track.