Eldricka Thomas
Valdosta,GA
Summary
Dedicated, Well-rounded, and proficient professional with experience in all areas of customer service and Data Entry. Strong decision maker with un-parallel team player qualities and skills. Excellent reputation for resolving problems and improving customer and company satisfaction.
Overview
10
10
years of professional experience
Work History
Provider Customer Service Advocate
United Healthcare Group
Remote, Georgia
03.2022 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Met with patients to discuss medical histories and current complaints.
- Partnered with healthcare teams to address care plan management, development and implementation.
Senior Technical Support Manager
Teleperformance USA
Remote, GA
10.2015 - 05.2021
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Maximized use of hardware and software by training users and interpreting instructions.
- Followed up with clients to verify optimal customer satisfaction via phone, email and chat.
- Managed timely and effective replacement of damaged or missing products.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Meeting monthly company metrics requirements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Researched and compiled tailored monthly analytics and reports for senior management with Linux.
- Utilized software development constructs to code, verify and test Java-based distributables.
- Analyzed and developed service goals for in-bound call center.
- Tracked KPIs and created continuous improvement plans.
- Developed and implemented training initiatives for new hires.
- Directed training and retraining of employees to boost performance and enhance business results.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Data Entry Administrator
CORESTAFF Services
Tallahassee, FL
08.2013 - 05.2015
- Scanned documents and saved in database to keep records of essential organizational information.
- Compiled data and reviewed information for accuracy prior to input.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
Education
Level 1 Strategic Communication Certification - Business Communications
Tallahassee Community College
Tallahassee, FL08.2015
High School Diploma -
Hallandale High School
Hallandale Beach, FL06.2013
Skills
- Upbeat and Positive Personality
- Troubleshooting Technical Issues
- Microsoft Windows and Office and Excel
- Organizational Skills
- Linux and Javascript Proficiency
- Efficient Data Entry
- Transcribing Documents
- Critical Thinking
- Jira and Zendesk Experience
- Efficient and Detail-Oriented
- Customer Care
- Information Protection
Timeline
Provider Customer Service Advocate
United Healthcare Group
03.2022 - Current
Senior Technical Support Manager
Teleperformance USA
10.2015 - 05.2021
Data Entry Administrator
CORESTAFF Services
08.2013 - 05.2015
Level 1 Strategic Communication Certification - Business Communications
Tallahassee Community College
High School Diploma -
Hallandale High School
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