Kiara Wright Email & Phone Number

Customer Support Officer 3 Duties:Worked together with drivers, dispatchers and management to create the most effective service schedules to maximize company efficiencyParticipated in feedback sessions with management to improve service level performance at customer sites, including high incidenceUtilized systems to assign work, reassign work or balance work ensuring technicians are busy at all timesRecommended to management improvements in procedures to improve customer serviceWorked with route managers to establish and monitor productivity and safety targets for each EngineerAddressed any customer issues and/or provided resolutions to problems that are within the scope of my work or will, otherwise, engaged management for helpMonitored the workflow between team. Captured and drove improvements to ensure optimal workflowNesteding Mentor/TrainerFloor Lead

Responsible for training new patient access representatives-registrars on position duties.

Task automation using macrosCreating dynamic reports via ExcelBuilding formulasCell formattingManaging large datasets with functions: IF, SUM, INDEX, and MATCHTask automationManipulate date, time, text, and arraysBuilding charts and graphsPrepare, input, maintain, and track commission batches from sponsor companies and representativesReceive and process checks from representatives as it relates to Debit BalancesPrepare and make check deposits updating check inquiry file (Control File)Setup and maintain direct deposit information for representativesCommunicate with sponsors on statement discrepancies and payments receivedFormat Excel spreadsheets for download into commission system for processing to representativesProcess and edit NSCC and PGS into the Commission Legacy System to create commission batchesOpen and route incoming mail, answer correspondence, and prepare outgoing mailPerform Quality Assurance to ensure accuracy of information that is entered into the commissions systems as batches are processedPrepare processed batches each week for imaging into the Docupace System, AS-400 Usage, PayrollLicenseing Enrollment and TerminationTraining and Nesting facilitator

Responsible for greeting customers, answering inbound calls, and routing calls appropriatelyMade case records and labels, as well as filed and purged case recordsReceived and sorted monthly review forms and logged transfersSkills Used: De-Escalation, Primary Care Physician Search, Physician Verification, Medicare Benefit Verification, Benefits Processing, Eligibility Determination, Claims, and Billing

Customer Service: Greeted customers, answered phone calls, routed calls as necessary, and took messages as neededMade case records and labels, as well as filed and purged case recordsCopyed and mailed documents, validated drop box mailSoftware used: Outlook, Zendesk, and AvayaSkills Used: Negotiation, De-Escalation, Organization, Tech Support

Responsible for answering inbound calls, offering customer service as needed, and de-escalating calls when appropriate

Responsible for handling inbound calls in relation to sales, customer service, and technical support

Duties included: Greeting customers, answering phones, routing calls, taking messages, filing case records, copying and mailing documents, receiving and sorting monthly review forms, and logging transfers

B.A, Information Technology

Bachelor'S, Biology

High School Diploma