Alexis Bowman

•Educates and informs customers through telephone and email communication about technical requirements of company’s products
•Educates customers on technical matters and additional product offerings in a concise and professional manner
•Record and report trends, patterns of problems, and needed upgrades
•Continuously working to improve efficiency and document company procedures
•Actionable insights — derived from accurate, reliable and consistent data — create opportunities that help people thrive

Acts as primary liaison with customers in assisting with questions and solving technical issues related to the use of the company’s products and services

• Triage queries to the appropriate internal team members for review and resolution
• Effectively escalate urgent support requests
• Utilize ZenDesk to review, respond, and triage
• Collaborate with Customer Support Team on projects and initiatives as needed
• Created plans and communicated deadlines to ensure projects were completed on time
• Developed and implemented performance improvement strategies and plans to promote continuous improvement
• Led projects and analyzed data to identify opportunities for improvement
• Exceeded goals through effective task prioritization and great work ethic
• Conducted research, gathered information from multiple sources and presented results
• Analyze, research, write, and update policy and procedure documents.
• Work across the broader team to ensure alignment and approval for any policy and process change projects
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Developed and maintained quality assurance procedure documentation.
• Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
• Provides exceptional customer service with all customer groups including providers, clients, pharmacies and patients.
• Adapts to change in systems, practices, technology, and variables in practice setting such as patient volume, patient acuity, experience of personnel, utilization of supplies, and resources.

• Coordination of all patient and new patient referrals
• Outbound calls to patients/referral sources to complete all order qualification steps
• Prior Authorizations
• Handle urgent new patient set ups.
• Reviewing new patients orders and documentation submitted by referral sources in order to obtain required documentation and clinical requirements of individual health insurance plans, allowing patients to maximize their available health plan benefits and to receive the much-needed care as soon as possible.
• Requests health plan authorizations/information as required; either electronically or verbally.
• Demonstrates the ability to develop business relationships within the field leadership through close collaboration, partnership, engagement and communication.

• Provide phone support during scheduled shift.
• Respond to participant tickets in the Tier 1, VMs & Coach Escalations and Applications queues, answer phone calls while upholding our SLAs
• Utilize Zendesk to answer emails, phone calls, and voicemails
• Educated new hires on company policies and procedures by designing and developing training program.
• Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
• Administered high level of care to patients though active listening, open-ended questioning.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Defined strategies and created a plan to achieve ambitious operational objectives
• Created, prepared and delivered reports to various departments.
• Reviewed document management protocols and user activities against internal records policies and document management standards.
• Strengthened system efficiency by identifying lagging operational processes and implementing optimal solutions.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Developed and maintained quality assurance procedure documentation.
• Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.

• Answering incoming calls in a fast-paced environment
• Addressing general and account-specific customer inquiries; providing clear and concise information and updating customer account information, as needed
• Delivering extraordinary service by following our Relationship Care® philosophy: tailoring unique solutions for each customer, reinforcing the benefits of card membership, providing relevant offers that deepen customer engagement and result in measurable value for our card members.
• Using tools and resources to identify creative solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution.
• Meeting performance goals that include, but are not limited to, customer survey results, average call handle time, schedule adherence, quality and Compliance standards

• Book car rentals reservations, modify reservations, and answer question
• Provide excellent customer service to customers
• Utilize sales techniques to over come objections
• Utilize problem-solving skills to efficiently answer customer requests
• Mentoring and coaching new as well as tenured agents on metrics
• Creating and presenting training material and tips for agents to help improve metrics.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
• Developed and maintained quality assurance procedure documentation
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies

• Assisted customer with billing, produce, and service questions
• Ordered products, sold features, processed payments, troubleshooted technical issue, and resolved customer issues
• Answered 80 plus inbound calls per day.
• Probed for deeper understanding in order to diagnose root cause of issue in professional manner
• Calmed angry callers, repaired trust, located resources for problem resolution and designed best-option solutions
• Vocalized appreciation for opportunity to address issue after achieving resolution in cases of high customer effort or emotion.
• Updated records or memos of customer interactions

• Recorded guest comments or complaints, referring customers to managers as necessary.
• Assisted guests with any special requests during their visits.
• Performed bookkeeping activities, such as balancing accounts and conducting nightly audits. Increased hotel revenue, profits and market share through. Greeted and registered guests and issued room keys.
• Reserved rooms for guest or groups via phone or in person
• Processed credit card transactions during the checkout process.
• Referred guests to local restaurants and recommended attractions in area.
• Processed guest payments for room charges, food and beverage charges and phone charges.
• Trained new hires
• Contacted housekeeping or maintenance staff when guests reported problems.
• Improved customer service ratings through going above and beyond for customers.