Deborah Simmons Email & Phone Number

Rochester, New York

• Processed Appeal Opens (AO) on a daily basis. Write-up a description(s) based on IDR Not Resolved. Provide all previous incidents and defects within 6 months. Do validity check; update the appeal to Schedule Hearing or.
• Processed evidence packets for hearing officers based on the reason for the appeal, scheduled appeals, and send out a manual notice to the customers.
• Placed outbound calls if the appeal reason is unclear or it appears the issue under dispute has been resolved and to see if the customer would like to withdraw or continue the appeal.
• Enter internal notes and correction notes when needed

Rochester, NY

• Placed IDRs for customers disputing concerns related to their health plan.
• Submitted incident tickets for new start date request for customers who meet the guidelines per company’s policies.
• Created appeals for customers who do not meet the guidelines or who meet the guidelines.
• Send emails to a specialized Account Review email of requests to continue or withdraw an appeal.
• Provided status of appeals or NESD requests.

Rochester, New York Area

• Handled inbound calls to assist customers with their application to sign up for health insurance.
• Created incident tickets for concerns related to their health plan and defect tickets for errors that occurred in the application.
• Utilized systems, Siebel, Emedny and Backoffice to aid in helping to resolve customer concerns.
• Assisted Navigators, Brokers and Application Counselors by adding the customer’s application to their dashboard.Shadower and Mentor, 2018 –
• Assisted new hires doing training by doing side by sides and answering their questions.

Rochester, New York

• Managed inbound and outbound calls, assessing and addressing customer’s needs.
• Placed request for customers according to requirements, including equipment and accessory orders following company policies.
• Resolved arising issues for customers, performing Tier 1 troubleshooting effectively.
• Suspended or disconnected a line, changed mobile phone numbers, added and deleted features, changed calling plans, and added authorized users to the account.
• Provided assistance to customers in downloading applications and registering on VZW website. Issued credits and implemented adjustments to customer accounts successfully.

Rochester, NY

• Placed customer’s requests for missed pickups, extra pickups, vacations, cancellations, and increases or decreases in service for Commercial and Residential customers.
• Signed up new customers for residential service and managed issuing of credits for adjustment to customer accounts.
• Handled inbound and outbound calls to address customer’s requests and needs.

Rochester, New York

• Provided feedback for field personnel in work and parts transactions, maximizing productivity and efficiency.
• Linked identification number to new customers’ account and dispatched messages for customers and field personnel.
• Liaison between service managers, customers, and field engineers effectively.
• Completed weekly assigned projects including Monitoring the Queue, After-Hours Service Queue, MCI/IBM Queue, and Toshiba Gold.
• Assisted Resource Team as a Backup, answering employee personnel questions.
• Applied up-to-date knowledge in ISO Certified Documentation.