Joshua Hess
Spokane,WA
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 5 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
10
10
years of professional experience
Work History
Project Coordinator
Engie Insight
10.2020 - 01.2023
- Manage a team of eight project specialists by providing support and scheduling
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Client facing meetings to discuss what can be improved on and general feedback
- Daily meetings with other project coordinators to discuss work duties for the day.
- Kept projects on schedule by managing deadlines and adjusting workflows.
Project Specialist
Engie Insight
10.2018 - 10.2020
- Open and close utility accounts
- Heavy client facing communication
- Provide assistance to the manager whether it's helping with work direction or training employees with current procedures
Technical Support Representative
Alorica
11.2017 - 01.2018
- Provided technical support to customers of all ages but 80% of calls were from the elderly
- Going into detail on how to correct errors as well as navigating tv remote, tv, DVD players, modem, cable box, and telephone
- Assisted customers with their billing information
- Handled check and credit card transactions as well as providing an occasional credit.
Customer Service Associate
Premera Blue
08.2015 - 04.2016
- Performed multiple duties via telephone communication such as handling requests in a timely and efficient manner
- Assisted with medical billing questions, benefit information, and also advanced insurance questions
- Provided assistance to the Washington Health Benefit Exchange to confirm members were receiving the correct health plan.
Prior Authorization Representative
Express Scripts
07.2014 - 01.2015
- Proof read faxes from physicians for any qualifying urgency
- Researched ICD codes to confirm correct Prior Authorization is being utilized
- Customer/Doctor facing communication via fax and phone
- Research dosage, quantity amounts, and day supply amount
- Heavy 10 key utilization.
Technical Support Representative
West
07.2013 - 03.2014
- Performed troubleshooting on mobile devices in an efficient customer service manner
- Met stats of average handle time, first call resolution and customer satisfactory surveys
- Handled customers requests for billing and technical assistance for their cell phone or internet
- Utilized a remote support tool to confirm diagnostics from the cell phone
- Provided escalation support and retained the customer from leaving by offering promotions or credits.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Prescription Benefit Manager
Xerox
10.2012 - 06.2013
- Assisted customers with co-pays and mail order medication
- Advised customers of medical and prescription benefits, answered a multi-line telephone to provide support to peers, and completed task in a timely fashion
- Concluded calls within 5 minutes as that was the goal for support agents.
Education
Office and Administration Certificate -
Hawaii Job Corps Waimanalo
Education Diploma - undefined
McKinley High School
Honolulu, HISkills
- Effective Planning
- CRM Tracking
- Administrative and Office Support
- Billing Adjustments and Refunds
- Solving Customer Concerns
- Analytical Approach
- Process Improvement
- Client Needs Assessment
- Employee Performance Evaluations
- Microsoft Excel
- Calm and Professional Under Pressure
- Effective Customer Communication
Timeline
Project Coordinator
Engie Insight
10.2020 - 01.2023
Project Specialist
Engie Insight
10.2018 - 10.2020
Technical Support Representative
Alorica
11.2017 - 01.2018
Customer Service Associate
Premera Blue
08.2015 - 04.2016
Prior Authorization Representative
Express Scripts
07.2014 - 01.2015
Technical Support Representative
West
07.2013 - 03.2014
Prescription Benefit Manager
Xerox
10.2012 - 06.2013
Office and Administration Certificate -
Hawaii Job Corps Waimanalo
Education Diploma - undefined
McKinley High School
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