Diunta Thomas Email & Phone Number

Richmond, Virginia, United States

• Increase customer satisfaction by using superior customer service techniques.• Follow up with clients, give feedback, and see issues through to completion.• Ensure accurate recording, archiving, and closure.• Maintain and expand understanding of support desk practices, products, and services to reduce the impact of replacement processing.• Complete Support tickets per each client’s interaction to better monitor, organize and file all complaints and issues.• Assist customers with any troubleshooting and account management request.• Communicate effectively with Product Engineers of any escalations unresolved.• Provide feedback to Enablement Team to improve training, tools and resources that would help maximize customer’s experience.• Provide impactful feedback to Customer Support teams to improve growth and implement new skills.

Richmond, Virginia, United States

•Understand emerging trends and provide thought leadership to innovate the way we service our agents and customers.•Support chat/messaging system during normal business hours•Partner with our platform vendor(s). Understand, and influence their product road maps, be the expert on the features and capabilities enabled.•Drive resource utilization to improve Quality and better Customer experience•Managed escalations relating to products or services, handling problem tickets, and providing feedback to upper management regarding customer issues•Managed complaints and escalations from clients and customers

Richmond, Virginia, United States

•Respond promptly, courteously, and knowledgeably to technical support inquiries•Provide top-tier support to all customers with a goal of first call resolution•Educate customers on system installation/use, and assist in troubleshooting•Utilize prior customer support experience to enable customer success and happiness•Use problem-solving skills to solve customer issues and address concerns•Outbound calls to current customers to address issues, when needed

 X-Nation Evaluated Quality problems and performed coaching to identify and resolve issues Developed and executed plans to monitor standard process administration Followed Quality standard and procedures to minimize error and maximize customer satisfaction Worked with training department to resolve repeated problems, improve operations and provideexcellent customer service Offered data driven recommendations aligned with overall company strategies and prioritizedprocess improvement initiatives Developed team commitments and information for team meetings Managed 15+ agents

 Explain plan designs and benefit options Explain the difference between generic and brand medications Process refills and ensure correct dosage for therapy Process claims for retail and mail order and checked for accuracy Provide mentorship for new hires within their on-the-job training Provided overrides for patients that need therapy sooner than scheduled Documented concerns and complaints for quality tracking