Eric Winberg Email & Phone Number

Boston, Ma, Us

Beverly, Massachusetts, United States

At Sensitech, a Carrier company, the Technical Service Specialist is responsible for providing a high level of customer support and troubleshooting assistance via multiple channels. Effective diagnostic evaluation of end-user customer needs is provided by identifying, researching, and resolving technical and other concerns. A timely response to telephone calls, email, case tickets and personnel requests for technical support, along with complete and accurate documentation is critical.

705 Mt. Auburn St, Watertown Ma 02472

Under the general direction of Call Center Supervisor, the Member Relations Team Lead is responsible for providing accurate and thorough interpretation of THP Medicare Preferred benefits, claims processes, eligibility, and enrollment policies to members, providers, and internal customers. In addition the Member Services Team Lead is responsible for extending the lifetime of our members and providers membership through the resolution of complex customer inquiries, the facilitation of problem resolution, and acting as a member advocate by meeting or exceeding customers’ expectations. The Member Services Team Lead is expected to take personal and complete responsibility for every interaction with a customer by providing outstanding service as a means to build customer loyalty, improve customer retention, satisfy corporate customer service goals and objectives and serve as a role model to other customer service representatives.• Responsible for performing weekly Side by Side coaching sessions to provider timely feedback to the representatives.• Responded professionally and promptly to phone inquiries while maintaining the required performance service standards:• Ensured issues were accurately and completely resolved by using available resources, • Responded to inquiries from other key departments in a timely manner.• Achieved individual performance expectations to contribute to the cost-effective delivery of high quality service. Strives to meet or exceed the department’s established service standards• Served as a key contributor at department meetings and occasionally lead team meetings.• Mentored new hires• Worked on special projects as required.• Served as “Covering Supervisor” in supervisor’s absence and seeks solutions to high queue volume, staffing needs, and problem resolution..• Responded to escalated calls that require intervention.• Coached staff in resolving complex member and provider issues.

705 Mt. Auburn St, Watertown Ma 02472

A nonprofit organization founded in 1979 and the #1 health plan in the country as well as the only Medicare plan in Massachusetts rated 5 Stars by CMS, Tufts Health Plan is nationally recognized for its commitment to providing innovative, high-quality health care coverage. In addition, the plan offers an array of health management programs, which support evidence-based approaches to health and wellness.Tufts Health Plan is one of the few health plans in Massachusetts to participate in the commercial, Medicare and Medicaid/subsidized markets, offering coverage across the life span regardless of age or circumstance.Professionally assist members via Avaya Softphone with various concerns such as verifying coverage, navigating member portal, verifying premium receipt, etc.Expediently submit time sensitive requests such as Organizational Determinations, Coverage Determinations, and Vacation OverridesAccurately submit member Grievances in accordance with Medicare regulations when members express displeasure with Tufts, Tufts’ vendors, Tufts’ providers, etc. Adeptly navigate multiple software environments such has Microsoft Word, IBM notes, Adobe Acrobat, MACESS, Diamond, PeopleSafe, Support Point, and othersMeet/Exceed key metrics including Adherence, Post Call Processing, Accurate and Correct information, and First Call Resolution.

Waltham, Ma

Initiated a career change moving to a field vastly different from any of my previous experience but at the same time one that I feel the bulk of my experience would translate into naturally.Successfully completed studies and State testing for my Massachusetts Insurance Producer license, passing said testing on my first attempt.Unfortunately due to personal circumstances I had to end my tenure in this position.

Malden, Ma

During my tenure at Comcast Cable, A Fortune 100 company and the nation's largest video, high-speed Internet and phone provider to residential customers under the XFINITY brand I successfully transitioned from a position in Video Technical where I assisted customers in resolving all manner of billing and Video service issues, to Customer Solutions whose main focus is customer retention. In both positions Transactional Sales Rate or TSR, the ability to sell an existing customer a new line of business, was a required metric which I would surpass on a routine basis.The Customer Solutions position allowed me to shine branding me as a leader among my peers and as a "go to"​ for assisting leadership in mentoring of new representatives in a Greater Boston Region "Center of Excellence"​ that boasted the top TSR and customer retention percentages in the company three years running. In this position I won the "Awesome" award, a quarterly award honoring top performers in one key metric, Voice of the Customer or VOC, which is based solely on ratings provided by customer surveys, something I am very proud of.Provided world class customer service in order to foster customer loyalty and ensure customer retentionEducated customers regarding Comcast products, services, and benefits Met/exceeded key metrics such as Revenue retained, Revenue Generating Units retained, Video Units retained and othersProvided floor support for peers on a regular basis, assisting them with problem solving and escalated issuesCreated and implemented sales incentives as the Sales Champion for my teamPresented topics during team meetingsMentored new hires and assisted in their training

Chelmsford, Ma

For my first quarter out of training and interacting with customers I received the coveted "Bow Tie Award"​, a quarterly award which honored top performers in each region and was so named for Comcast founder Ralph Roberts'​ love of bow ties. For a new representative to earn this award was rare at best and this was just the beginning.Assisted customers with troubleshooting and resolving various video issues via telephoneEmpowered customers to resolve future issues on their own without the need to contact ComcastEducated customers regarding Comcast products, services, and benefits  Fostered customer loyalty and revenue retentionMet/exceeded key metrics such as CPH, VOC, TSR and 1st call resolutionProvided floor support for peers on a regular basis, assisting them with problem solving and escalated issuesRolled out team meeting line items including the 2012 price change and year two bundle eligibility changes

E Taunton Ma

At Berkshire Hathaway subsidiary Jordan's Furniture effectively resolved customer situations involving anything from educating customers regarding characteristics of furniture or correcting an issue with a piece that was damaged upon delivery to rectifying why they had not received a "rebate" from a Monster Deal promotion. Interaction with customers would be via telephone, email, and in person.Effectively resolved customer situations in person, via telephone, and via email resulting in monetary savings as well as customer retention.Specialized in resolution of bedding issues including but not limited to transfer of information to third party for scheduling of service calls and processing of service call results.Communicated with Delivery Drivers and Service Technicians via telephone to troubleshoot and resolve merchandise issues.Expertly inspected merchandise in warehouse prior to being loaded onto trucks for delivery ensuring satisfactory quality.Performed various tasks and projects with a high level of efficiently to assist Supervisors and Managers.Skillfully assisted Trainer and Management with training and motivation of new Representatives and Service Technicians garnering praise from the trainees on a consistent basis. Due to extensive knowledge and experience was requested to be the only representative to assist with training of new Service Technicians. Communicated product and procedural information to department via email.Created, reviewed, distributed and maintained weekly reports and other vital paperworkAssisted co-workers with questions regarding procedure, etc. on a daily basis.

Education record

High School