Melissa Pincince
Woonsocket,RI
Summary
Dedicated Team coach and Insurance Operations Analyst with expertise in quality assurance initiatives, issue resolution, and interpersonal communication. Sets example for work ethic, punctuality, and performance.
Overview
15
15
years of professional experience
Work History
Team Coach/ Insurance Operations Analyst
NTT Data
08.2019 - Current
- Analyzing stats complete reports
- Sample calls and coach agents
- Work on special projects and escalations
- Review knowledge articles and update as needed
- Monitor queue, call volume, and schedules
- Support agents assisting members inquiring about insurance benefits, coverage, and claims
- Training and development
Technical Support Representative
CVS Health
08.2015 - 08.2019
- Provide level 1 and 2 support to CVS employees through the phone and online basis
- Troubleshoot and diagnose equipment issues within retail stores
- Assist with rejections/denials of prescriptions within pharmacies
Perishables Assistant
Target
07.2009 - 08.2015
- Provide exceptional customer service
- Monitor inventory, place orders, and stock inventory
- Training and scheduling
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
01-2024
Associate of Arts - General Studies
Community College of Rhode Island
01-2014
High School Diploma -
Ponaganset High School
01-2009
Skills
- Leadership and supervision
- Call center operations
- Coaching and mentoring
- Training and development
- Teamwork and collaboration
- Customer service
- Documentation and reporting
- Performance evaluations
- Computer proficiency
- Self-motivated and multitasker
- Microsoft office
- Salesforce
- Facets
- Five9
- Virtual observer
- Epic
- IEX
- SharePoint
- HIPAA
Work Preference
Work Type
Full TimeWork Location
RemoteLanguages
English
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Coach/ Insurance Operations Analyst
NTT Data
08.2019 - Current
Technical Support Representative
CVS Health
08.2015 - 08.2019
Perishables Assistant
Target
07.2009 - 08.2015
Bachelor of Science - Business Administration
Southern New Hampshire University
Associate of Arts - General Studies
Community College of Rhode Island
High School Diploma -
Ponaganset High School
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