Rowena Walker Email & Phone Number

Responsible for providing telecommunication services to Corporate Business Partners. Ordering and maintain of communication devices both mobile and desktop. Reconcile monthly telecommunication invoices. Managed wireline and wireless vendors.• Processed over 200 invoices for global corporate telecommunications system, including analysis, credits, chargebacks, and meeting billing deadlines.• Coordinated the upgrading of 2,000 new Cisco telephones, which included the ordering, programming, and deployment of new equipment corporate wide, finishing the project under budget, and under time.• Orchestrated the acquisition of voice communication services in three regional sales office relocation projects in the United States. Ordered telephone lines, primary rate interface circuits, and worked closely with communications vendor to provision the circuits to create a seamless transition. • Collaborated with a call reporting vendor to implementation Detailed Call Accounting Tools for new phone system, increasing productivity for corporate business partners.• Managed and administered all corporate mobility devices, evaluating plans, and eligibility requirements for each eligible corporate employee.• Audited and reviewed wireless contracts; streamlined voice, data, and messaging plans.• Consulted with Internal business partners on telecommunications needs, provided exceptional customer service.

Trained doctors and office staff on new process and procedures, providing support for ‘Internet Doctor Communication’ software application. Advised 200 member doctors per day to how to utilize the ‘Internet Doctor Communications’ program, to better serve their patients.Fielded and resolved any customer service issues, which included troubleshooting, analyzing and responding to complex system issues in relations to software application, creating a more efficient working environment so they could better services their patients.

Analyzed and processed Doctor Membership Applications. Review required documents, communicate membership requirements and application status. Maintained Master Doctor Membership Directories. Managed and approved 75-100 Doctor Membership application per day. Evaluated office compliance requirement forms and insurance liability documents. Maintained multiple updates to Doctor Membership directories, updating master data base with name, address and phone number changers, to provide accurate information for patients.

Responsible for resolving escalated customer concerns regarding claim payments and services, to insure patient and doctor satisfaction. Handled and processed patient and doctor claim transactions, examined claims for correct billing codes, verifying coverage for services rendered. Corresponded and resolve time sensitive customer complaints, researched lens products with vendor, authorized reproduction of services.

Provide excellent Customer Service support to Patients Members and Doctor Population. Process online transactions, complete customer correspondence/forms and resolve complex issues and concerns.Promptly answered over 200 calls per day, responding to general inquiries from patients and doctor providing eligibility status and best option for patient coverage. Routinely exceeded call volume standards.Trained new staff on processes and procedures resulting in increased productivity for customers and doctors, while reducing time on hold.Training and Education

Diploma

Computer Science