Tonya House Email & Phone Number

Work collaboratively with Developers, L2 Support Analysts, Outside Sales Representatives, and other stakeholders to analyze and improve system operations, resolving account user issues and enhancing performance to address customer concerns. Documented troubleshooting network connectivity issues and resolving configuration-related claim problems, identifying system solutions to optimize claims processing and shop management system integration then assign Service Now Incidents to appropriate development teams. Key Achievements:• Answered technical calls finds resolution, and documents calls as received. Number of calls per hour fullfilled as required. Providing the right information answering customers' inquiries via Chat, Email, and Social Media. Answering or making outbound transactions to customers to learn about and address their needs, complaints, or other issues with products or services.• URL validation: Ensure the URL is using HTTPS and validate it against a list of trusted domains. • Account update: Update the user's account with the new password and verify that they can log in. • Directed account users to steps for Token generation. • Password creation: Allow the user to create a new password and confirm it. User verification: Confirm that the user is the rightful owner of the account. • Strong problem solving and analytical skills. Strong time management skills. Self-motivated, detail-oriented and organized • Ability to work independently and efficiently to meet deadlines • Proven team player. Able to work weekends and after-hour shifts • The ability to listen, isolate the issue, research, resolve, and follow-up is essential for this position • Familiar with incident ticketing software and processes. Proven soft skills including strong courtesy and conflict management skills. • Strong customer focus and orientation. Assist customers with “How-To” questions.

Atlanta Metropolitan Area

Maintained detailed case files and documentation in 100% compliance with standards, ensuring accurate records for all client intakes and demographics. Timely documented all case activities in alignment with the Center’s policy, ensuring up-to-date and thorough records. Acted as a liaison between clinical staff and support personnel, maintaining a high level of courtesy and professionalism with clients.Key Achievements:• Established strong rapport with clients through empathetic communication and active listening, fostering an environment conducive to healing and growth.• Implemented a streamlined documentation process, resulting in a 20% reduction in administrative errors and ensuring 100% compliance with regulatory standards.• Recognized by peers and supervisors for exemplary professionalism and dedication to client care, serving as a role model within the counseling team.

Atlanta Metropolitan Area

Addressed customer inquiries and concerns promptly via phone, email, and text, ensuring exceptional customer service delivery. Facilitated the training of new team members in data entry, ticket management, and customer service protocols to uphold high standards and meet team objectives. Managed the entry of new customer data for orders and maintained updated laboratory information for existing patients.Key Achievements:• Exceeded outbound call targets by 15% by consistently meeting or surpassing daily quotas for laboratory report communications.• Fostered team cohesion and knowledge sharing by actively participating in the training of new team members in various operational aspects.• Ensured data integrity and system accuracy by meticulously entering new customer information. password resets, updating patient records & etc.• Upheld compliance standards and maintained professionalism while executing customer outreach initiatives in alignment with company policies and campaign guidelines.