Shanda Thomas Email & Phone Number

Visalia, California

Customer Service Advocate responds to customer, health care professional and client inquiries primarily regarding:•Eligibility to receive benefits associated with their individual or company sponsored health insurance plan.•Determination of out of pocket costs related to medical or dental office visits, prescription medications, inpatient and outpatient procedures, diagnostic imaging for treatment of injuries, medical equipment and preventive care.•Understanding of payments and claims related to office and hospital visits and medical and dental procedures, and thoroughly explaining how customer benefits are applied to costs associated with these visits and procedures.•Finding an in-network primary care or specialist doctor in a geographical area or specialty.•Education on disease management programs and healthy living programs personalized to the customer’s medical condition or health improvement goals.

Broomfield, Colorado

Customer service representative in a call center for business customer accounts.•Consistently act in a manner that demonstrates concern for quality service and customer satisfaction. Interface between business customers and other more technical technicians to ensure that customers needs are being met. •Follow up and follow through customer issues through use of internal systems that track, isolate, and resolve customer issues within established time frames. Conduct testing when needed. •Aim to reduce repeat calls into the center to help prevent escalations. Ensure that hand-offs to others for resolution are seamless to the customer. Identify gaps and provide feedback for resolution.

Englewood, Colorado

Technical support customer service representative in a call center for individual customer accounts.• Responsible for taking inbound calls from residential customers with questions, concerns, or technical issues. Troubleshoot and determine the root cause of customer’s issues and provide technical support; all while delivering an excellent and personalized customer service experience.• Metrics at 100 percent or higher including average handle time, customer satisfaction scores, quality assurance and repeat call volume.• All aspects of billing including collecting payment and refunds. Very knowledgeable of entertainment industry including names of networks and television shows, top movies and leading technological information.• Extensive knowledge of smart televisions, sound systems, internet, and phone. Experience with installer technician to understand the installation process of residential setups and repairs. Able to troubleshoot with a customer to the point of scheduling a service call.• Demonstrated leadership of team by supervising team meetings and mentoring co workers by educating in best practices in order to improve overall team average scores by an average of 20 percent resulting in the fast track to promotion to supervisor training.

Englewood, Colorado

National Sales Support representative in a call center environment working with sales agents who work in Sprint owned stores.• Activate new lines of service; cancel accounts, upgrades, support returns and exchanges, technical support, billing, porting phone numbers, and customer service.• Overall knowledge of a customer’s account and Sprint’s mobile network and devices.• Exceed the expectations of metrics including average handle time, quality assurance and issue resolution.

Thornton, Colorado

Customer service representative in a call center for individual customer accounts.• Loyalty representative responsible for retention and cancellation of accounts. Advanced troubleshooting and scheduling service calls.• Metrics at 100 percent or higher including average handle time, customer satisfaction scores, quality assurance and repeat call volume. • All aspects of billing including collecting payment and refunds. Very knowledgeable of entertainment industry including names of networks and television shows, top movies and leading information. ​