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Competencies
Demonstrated experience with MS Office (Excel Mastery).
Demonstrated experience with Data Collection and Processing.
Demonstrated experience with IT Support.
Education
Languages
Experience
PDP Member Support
Level 2 Support Associate providing phone support to WellCare members with issues surrounding their Prescription Drugs, their online portal/mobile app, and any related issue with their service and membership
Administrative Assistant
Creation and upkeep of Excel Workbooks for Yearly Property Budgets, Monthly YOY Budget Comparison, Budget Projections, Low-Income Housing (S8, PH) Tenant Recertification Reports, General Administrative tasks handed down by D&M Executives
Onboarding Specialist
Meet and build rapport with new clients to carry out a successful intake into HCP’s Assist Software (Proprietary Software used by small business owners to have HCP answer inbound calls from their clients and get them scheduled for service), Create an information database for HCP Virtual Assistants to answer inbound calls for clients using HCP’s Assist Software, Create scripts for Virtual Assistants to follow during their interactions with clients to ensure a smooth conversation and ultimately get the caller on the schedule for service, Follow up with my clients to ensure all components of Assist are working correctly and make modifications as necessary, as well as assist them with their new software and any problems they might be encountering, if out of my scope create a ticket for engineering.
CSR Team Lead/Tier 2 Tech Support
Agent capacitation and continuous training via coaching and live call feedback, KPI Administration to maintain goals and set forth ops instructions to keep my team's metrics within excellent parameters, Provide Tier 2 Customer and IT support for escalated tickets by Tier 1 Agents, Provide support to Abra’s third-party partners managing our client accounts abroad, including troubleshooting their tools to enter our database and or app, Track and Report trends to find app bugs/glitches to escalate to the Engineering Team