Denai Howard

• Assisted staff with resolving complex customer issues and implementing targeted solutions
• Cross-trained in multiple departments to process customer service requests via phone support, email support, or live chat when needed
• Documented customer correspondence in CRM to track requests, problems, and solutions
• Accurately diagnosed customer needs and proactively educated them about the features and benefits of company products and services
• Created technical support documentation and step-by-step troubleshooting guides to enhance the self-service knowledge base
• Led onboarding of b2b clients, improved product adoption, and reduced customer queries through tailored training on best practice

• Lead a team of 20 customer services representatives to fill 300 per week
• Utilize Nice, Sentiment, and citri to provide coaching as needed once every 2 weeks
• Managing workflow, evaluating performance and providing metrics every Thursday
• Creating an inspiring team environment with open communication culture
• Discovered training needs and provided coaching for 20
• I specialized in delivery, clinical management and affordability of prescription medications
• Navigated through five various databases and programs for handling shipping/receiving, insurance information and escalated callers
• Performed medical billing and adjustments for claims
• 10% to find cost-effective ways for patients to receive medication

• Documented 60 customer account activities thoroughly and consistently
• Worked closely with the Fraud Investigation department
• Filled out dispute forms for all suspicious activity
• Conducted research for 60 claims per day
• Communicated with real time chat feature
• Use verbal and written communications with both external and internal customers

· Assisted customers with their billing questions and concerns

· Provided technical support when needed

· Started services, made changes to existing accounts, and canceled current accounts

· Handled all collections, settlements, and adjustments

· Processed e-checks and card payments

· Flagged accounts for customers whose maximum threshold has been compromised.