Provide customer support for the AlphaFlex web-based Electronic Health Record product to both external and internal customers, in a fast-paced and rapidly changing environment. Resolve customer issues from walk up, phone, emails, and web-based helpdesk tickets. Initiate on-the-spot analysis of multiple situations from external customers and initiate internal partnering to arrive at a solution.• Serve as Case Administrator by receiving all tickets from external customers.• When possible, resolve trouble tickets on the spot, including all documentation related to the resolution, and customer notification.• Coordinate with development resources when escalation is necessary, including thorough testing in multiple databases, documentation of findings, and partnering with developers to resolve issues.• Resolve first tier billing issues.• Provide quality assurance services by testing and troubleshooting software changes prior to release.• Provide training and implementation services for new clients.• Awarded employee of the month on multiple occasions.• Maintain a working knowledge of relational databases.Technologies utilized:• SalesForce Help Desk call tracking software;• LogMeIn’s GoToAssist for remote customer access;• Microsoft Office Suite, including Outlook;• Internet Explorer, Chrome, Firefox browsers;• Microsoft Teams chat-based workspace;• Customer Admin (in house tool) for front end database queries and modifications.

Lead twelve direct reports to meet daily performance goals while providing superior customer service. Responsible for documentation and reporting customer service quality statistics. Trained Representatives on new processes and procedures. Provided direct coaching through positive and constructive feedback, and administered performance evaluations. Managed internal conflicts, and customer escalations, while striving to maintain and grow the customer base. Encouraged motivation through active leadership and personal contributions to an effective workplace.

Responsible for the research and resolution of customer problems including billing, equipment, and general account maintenance. Provided detailed information on Verizon Wireless products and services in order to value the customer’s time and promote loyalty to the brand. • Awarded 2011 MVP for the Wilmington Call Center.• Graduate of Emerging Leadership Program, 2012.• Loyalty/Save Team: worked one-on-one with representatives to promote the center initiatives of saving high risk customers and creating a positive customer experience.• Customer Response Team: resolved customer situations escalated from standard representatives.• Transition Coach: coached new hire representatives on customer service procedures. Facilitated classroom training, provided escalation support, and completed feedback coaching sessions.• Culture Crew: promoted Verizon Wireless company culture across all employees. • CHURN Champion for preventing customer disconnects – awarded multiple times.• Frequent Rock Star performance award recipient. • Helped develop, and presented, the Customer Loyalty/Save Workshop to Associate Directors.

Responsible for the initial set up on intake of Worker’s Compensation and Short Term Disability claims. Filed claims via inbound phone calls and faxes, explained benefits to policy holders, and procured missing information. Constantly exceeded required quality and phone statistics. Maintained 100% quality assessments while managing all claims for over 10,000 employees of the University of Pittsburgh.

Maintained excellent customer service to physicians, pharmacists, and members across all product lines. Provided on the spot problem resolution, benefits explanation, and interpretation of claims processing in a busy call center environment while meeting or exceeding expected quality and phone statistics.

Developed strong relationships with high profile customers and claimants by providing positive interaction and assistance, while maintaining over one hundred case files. Implemented claim action plans, and coordinated with healthcare professionals for accurate resolution within ten calendar days. Identified non-standard policy language through contract review and claim analyzation. Attended monthly medical training sessions and implemented new material. Maintained working knowledge of short term disability law in New York, New Jersey, and California.

Responded to physician and customer calls, including benefit, eligibility, physician authorizations, and explanation of benefits. Worked closely with Customer Resolution Group to solve escalated issues, including dispute resolution for both members and providers. Selected to provide one-on-one feedback and guidance to new employees. Received numerous merit awards, including multiple spot awards, and multi Employee of the Month awards.