DeYonna Garrett
Davenport,FL
Summary
Experienced Support Specialist with over 15 years in Customer Service, Technical Troubleshooting, and Call Center/Help Desk environments. Detail-oriented and patient, with a friendly attitude. Utilizes excellent interpersonal and communication skills (both written and verbal) to effectively address customer concerns. Demonstrates empathy, tact, and poise under pressure when resolving issues. Proven track record of implementing innovative strategies for customer and technical support, resulting in successful outcomes.
Overview
15
15
years of professional experience
Work History
Customer Experience Specialist
Compsych
08.2023 - Current
- Gain full understanding of Employee Assistance Programs and Managed Care products and transfer knowledge into satisfying our caller's needs and concerns
- Allow the caller to express their needs, concerns, and questions without interruption
- Listen effectively to identify and respond to the needs of the caller while remaining empathetic and assuring in matters of behavioral health
- Read, comprehend and explain behavioral health benefits in a clear, concise and professional manner
- Respond to call by providing correct benefit and status information while remaining professional and empathetic at all times
- Information may include transferring or referring the caller to the appropriate department within ComPsych or conferencing the call with an outside party
- Maintain the following consistently: an average call time of less than 4 minutes, after call work under 3 minutes, abandonment rate below 3%, resolve the customers issues, by remaining professional on the phone and end the call with the ComPsych close
- Document the call efficiently with detail into software database
- Identify and research claim errors and appropriately send written adjustments to the Claims Department
- Establish and maintain strong relationships with Guidance Resources Unit, Care Management and Network Services team members within ComPsych
- Partner with other customer service and claim team members to respond quickly to customer needs consistently and positively in order to foster a team environment
- Processing emails from both clients and employees in a timely and professional manner.
Online Records Coordinator
First Advantage Global
06.2021 - 04.2022
- Monitors workflow or case volume by source or supplier within certain state(s), traces and updates status information on delayed cases, reviews required statewide documentation received from applications to ensure it is correct, submits statewide documentation to agencies, and works with customer service or support teams to provide updates or clarification of state respiratory and/or agency requirements
- Researches and reviews public record information from websites, electronic access court systems
- Performs additional research as required to meet customer expectations, and demonstrates ability to meet and/or exceed established departmental goals for productivity and accuracy
- Interprets records and other types of relevant information provided from different database searches to ensure compliance with company standards and completeness of order for product delivery.
Level II Client/Employee Help Desk/Phone/Chat Support Specialist
First Advantage Global
03.2018 - 06.2021
- Assist with creating and resolving Tier1 support tickets in accordance with SLA guidelines
- Record, track, and document the help desk request problem solving process including actions taken through the final resolution
- Respond in timely manner to requests as needed
- Provided remote support to end users
- Assisted in training new and existing employees on the Intercom Chat platform, and taking calls via Cisco etc
- Handled escalations via phone/email and chat from clients, and employees/managers within the company
- Assist new hire training for basic IT needs (checking over account setups and access).
Human Resources/Customer Relations Specialist
P&A Consultants
10.2015 - 03.2018
- Recruiting and staffing employees for Government IT contract positions
- Managing every aspect of the employment process, including orientation and training
- Human resources compliance, information and payroll
- Posting of jobs for client openings in HR personnel systems, social media, and other job posting outlets
- Review resumes for client job openings
- Provide client contractor customer support and researching contract information
- Create client invoices for payment/billing of services rendered monthly.
Customer Support Representative
VSP
06.2014 - 10.2015
- Provide education and assistance to internal and external customers via telephone
- Ensure accurate, timely and efficient customer support while delivering World Class service
- Respond to routine and complex inquiries from a wide range of callers in a manner that supports divisional and company goals
- Respond to routine to complex telephone or written inquiries from members, doctors, clients, Medicaid professionals and consumers
- Utilize in-depth knowledge of policies, procedures, medical terminology, CPT/HCPC/IDC-9, Diagnosis codes, telephone and writing techniques
- Remain current on all changes to policy, procedure and product information to accurately and consistently respond to inquiries
- Processed claims adjustments
- Able to effectively navigate, use multiple tools to troubleshoot issues with systems used for servicing customers
- Enrolled members per Client/broker request as well as Open Enrollment for VSP's administered groups.
Tax/Customer Agent GS-08
Internal Revenue Service
10.2009 - 06.2014
- Handled incoming calls from taxpayer to discuss prior and recent tax law changes and questions regarding filing individual and business tax returns
- Follow-up with outbound calls as required to answer more difficult customer questions
- Assist in educating taxpayers to make sure all IRS rules and regulations were properly followed
- Handled balance due accounts, collection of past due taxes and set-up payment arrangements
- Requested necessary forms and follow-up on receipt of trailing documentation
- Follow-up with required documents and payment information in order to process taxpayer requests
- Assist in tax audit examinations and audit consideration of tax returns and refunds
- Researched income information to ensure determination on taxpayer's ability to pay.
Education
Diploma - Medical Assistant
Technology Education College
01.2004
Diploma -
Warrensville High School
Warrensville Heights, OH01.1998
Skills
- Document management systems
- Compliance management
- Organizational skills
- Information management
- Oracle
- Data entry
- ADP
- Jira
- Customer service
- MICROSOFT OFFICE
- SAP
- Auditing
- Cisco routers
- Communication skills
- Training & development
- Tier I & II technical support
- Call center
- Help desk
- Technical support
- Salesforce
- AMS
- Windows Remote Desktop
- Siebel
- Workday
- LogMeIn
- SharePoint
- Tax Law
- CRM
- Genesys
Personal Information
Title: Support Specialist
Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work weekTeam Building / Company RetreatsTimeline
Customer Experience Specialist
Compsych
08.2023 - Current
Online Records Coordinator
First Advantage Global
06.2021 - 04.2022
Level II Client/Employee Help Desk/Phone/Chat Support Specialist
First Advantage Global
03.2018 - 06.2021
Human Resources/Customer Relations Specialist
P&A Consultants
10.2015 - 03.2018
Customer Support Representative
VSP
06.2014 - 10.2015
Tax/Customer Agent GS-08
Internal Revenue Service
10.2009 - 06.2014
Diploma - Medical Assistant
Technology Education College
Diploma -
Warrensville High School