DeJuan Sowell
Tulsa,OK
Summary
A seasoned technical support and customer service representative with over 10 years of experience achieving results in sales growth. Very strong relationship management, customer service and computer literacy skills along with excellent interpersonal, communication, and people management skills. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Experience Associate
Magellan Health
St. Louis, USA
06.2024 - Current
- Providing exceptional customer service and client experience for behavioral healthcare such as substance abuse, mental health, and autism
- Providing first call resolution for all incoming calls from members and providers
- Quoting insurance coverage/benefits, claims information, sending provider lists, and searching for available appointments for members
- Resolve 'failed' claims and denials, obtaining the denial reason
- Follow up on prior auth/gap requests
- Follow up on submission of medical records and/or additional documentation needed for pending claims
- Create and submit verifications
- Process and follow through on authorizations
- Follow up on all status checks
Customer Operations Agent
American Electric Power
Tulsa, USA
03.2023 - 01.2024
- Handle confidential material
- Manage multiple priorities and deadlines
- Willingness to alter priorities in response to operational requirements
- Billing services: answering billing questions and arranging payment arrangements and extensions
Premier Service Consultant
AT&T
Tulsa, USA
05.2019 - 10.2022
- Provided technical support for Internet, Phone and TV Technical Support
- Recommend digital options and walk customers through setting up online account
- As a premier service consultant providing excellent customer service is top priority
- Acknowledging, empathizing and recommending best options to problem solve issues
Travel Agent/ Customer Executive
Connexion Loyalty Travel
Tulsa, USA
05.2017 - 05.2019
- Performed offline duties such as correcting new and existing travel reservations using Travelport/Woldspan systems
- Recommended and booked the flights, hotels, and activities for customers
- As a customer service executive helped to resolve complaints and any escalations brought to our attention through a mutual client
- Communicated with partnered airlines to secure the best rates, request refunds and waivers for travel
Certified Pharmacy Technician
Walgreens
Saint Louis, MO
12.2008 - 03.2014
- Provided medication and other healthcare products to customers accurately and efficiently.
- Assisted pharmacists in preparing prescriptions for filling, including counting tablets and labeling bottles.
- Verified accuracy of patient information on prescription orders.
- Maintained pharmacy inventory by restocking shelves with medications and supplies.
- Received verbal prescriptions from physicians or nurse practitioners via telephone, fax or electronic means.
- Processed third-party insurance claims for reimbursement of pharmaceuticals.
- Performed administrative duties such as filing, data entry, answering phones.
- Conducted compliance packaging of prescribed medications into unit dose containers.
- Maintained records of controlled substances dispensed according to state regulations.
- Assisted patients in understanding their medication instructions and usage directions.
- Adhered to all federal, state and local laws governing the practice of pharmacy technicians.
Education
Diploma -
HAZELWOOD WEST HIGH SCHOOL
Hazelwood, MO06.2008
Some College (No Degree) - Communications
University of Central Missouri
Warrensburg, MOSkills
- Social Media Monitoring
- CRM Software
- Client Advocacy
- Trend Monitoring
- Call Documentation
- Quality Control
- Customer Service
- Order Processing
- Account Management
- De-Escalation Techniques
- Multitasking
- Service Upselling
- Upselling techniques
- Customer Education
- Customer service excellence
Certification
- Certified Pharmacy Technician
Timeline
Customer Experience Associate
Magellan Health
06.2024 - Current
Customer Operations Agent
American Electric Power
03.2023 - 01.2024
Premier Service Consultant
AT&T
05.2019 - 10.2022
Travel Agent/ Customer Executive
Connexion Loyalty Travel
05.2017 - 05.2019
Certified Pharmacy Technician
Walgreens
12.2008 - 03.2014
Diploma -
HAZELWOOD WEST HIGH SCHOOL
Some College (No Degree) - Communications
University of Central Missouri
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