Darasia Cole
Addison,TX
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
8
8
years of professional experience
Work History
Manager in Training
Hertz
06.2022 - Current
- Enhanced team performance by implementing effective training strategies and management techniques.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Served as a mentor and resource for junior staff members by offering guidance, support, and encouragement in their professional development pursuits.
- Increased customer satisfaction levels by consistently monitoring service quality and addressing concerns promptly.
Grievance Coordinator(Pharm Help Desk)
Prime Therapeutics LLC
11.2021 - 11.2022
- Enhanced grievance resolution rates by implementing efficient tracking and monitoring systems.
- Collaborated closely with stakeholders to ensure fair resolutions were achieved in each case while upholding company policies and regulations.
- Created, composed and maintained appeal response templates.
- Monitored changes in regulations or policies, updating internal procedures accordingly to maintain compliance.
- Collaborated with cross-functional teams to address systemic issues identified during the grievance appeals process.
IT ASSISTANT
S&B INDUSTRY
09.2016 - 11.2018
- While in this role, I had to perform the following: Responsible for the configuration of hardware and software
- Prepared detailed reports of analyzed data utilizing several data collection platforms such as Excel and IOS
- Conducted the completion of administrative projects, leading to the organization having more efficient systems for streamlining paperwork
- Responsible for purchase orders of supplies and materials
- Responsible for troubleshooting hardware and software issues.
Education
High School Diploma -
Belleville East Township High School
Belleville, Illinois05.2013
Skills
- Technical Troubleshooting
- Escalation Handling
- Empathy and patience
- SLA Compliance
- Remote support experience
- Help Desk Software
- Active Listening
- Filing and data archiving
- Office Administration
Accomplishments
- Supervised team of 10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Serve as liaison between member, provider regulatory agencies and internal staff. Correspond with key individuals regarding grievance and appeal decisions.
- Review and process member and provider grievances and appeals within federal, state and organizational regulations and policies and procedures
Licenses Trainings Certifications
- EXTENSIVE CUSTOMER SERVICE MODULE TRAINING
- FRAUD, WASTE, AND ABUSE TRAINING
- ANTI-MONEY LAUNDERING TRAINING
- CPR CERTIFIED
Timeline
Manager in Training
Hertz
06.2022 - Current
Grievance Coordinator(Pharm Help Desk)
Prime Therapeutics LLC
11.2021 - 11.2022
IT ASSISTANT
S&B INDUSTRY
09.2016 - 11.2018
High School Diploma -
Belleville East Township High School