Summary
Overview
Work History
Education
Skills
Awards
QUALIFICATIONS
Timeline
Generic

Minica Tarpeh

GA

Summary

Develops skills in fast-paced corporate environment, specializing in employee benefits management ,data analysis and techinical support. Demonstrates expertise in customer service and problem-solving, with focus on enhancing employee satisfaction and optimizing processes. Pursuing opportunities to transition into new field and apply these transferrable skills effectively.

Overview

18
18
years of professional experience

Work History

Medical Benefits Specialist

Humana
05.2024 - 12.2024
  • RECEIVED A GOVERNMENT CLEARANCE AT THE LEVEL OF CONFIDENTIAL AS WELL AS RECEIVED MY CAC CARD
  • PROVIDED EXCELLENT CUSTOMER SERVICE TO ACTIVE-DUTY SERVICE MEMBERS, SPONSORS AND BENEFICIARIES, ENSURING CLEAR COMMUNICATION AND GUIDANCE REGARDING THEIR TRICARE BENEFITS AND SERVICES
  • ASSISTED IN THE RESOLUTION OF INQUIRIES RELATED TO ELIGIBILITY, COVERAGE, CLAIMS PROVIDER NETWORKS AND AUTHORIZATIONS, ENSURING TIMELY AND ACCURATE RESPONSES
  • UTILIZED KNOWLEDGE OF TRICARE POLICIES AND PROCEDURES TO TROUBLESHOOT COMPLEX ISSUES, DELIVER SOLUTIONS AND ENSURING COMPLIANCE WITH FEDERAL AND STATE HEALTHCARE REGULATIONS
  • MANAGED HIGH VOLUME INBOUND CALLS, ADDRESSING CONCERNS WITH PROFESSIONALISM AND EMPATHY WHILE MAINTAINING CUSTOMER SATISFACTION AND RETENTION
  • COLLABORATED WITH INTERNAL TEAMS AND HEALTHCARE PROVIDERS TO RESOLVE CUSTOMER ISSUES, INCLUDING COORDINATING REFERRALS, APPOINTMENTS AND PHARMACY SERVICES
  • EDUCATED BENEFICIARIES ON AVAILABLE SERVICES, HEALTH AND WELLNESS PROGRAMS, AND PREVENTATIVE CARE, DRIVING POSITIVE HEALTH OUTCOMES
  • ENSURED DOCUMENTATION OF ALL INTERACTIONS IN THE CRM SYSTEMS, ADHERING TO HIPAA GUIDELINES AND CONFIDENTIAL REQUIREMENTS
  • SUPPORTED CONTINUOUS PROCESS IMPROVEMENTS BY PROVIDING FEEDBACK ON COMMON ISSUES, SYSTEM INEFFICIENCIES AND CUSTOMER CONCERNS

Technical Support

Apple
05.2019 - 08.2023
  • INSTALLED, CONFIGURED, TROUBLESHOOTED COMPUTER SYSTEMS, AND NETWORK ISSUES
  • RECEIVED50 + CUSTOMER CALLS DAILY TO PROVIDE STEP-BY-STEP GUIDELINES FOR THE RESOLUTION OF A TECHNICAL ISSUE
  • DOCUMENTED AND TRACKED CUSTOMER ISSUES USING A TICKETING SYSTEM TO ENSURE A QUICK RESOLUTION
  • MAINTAINED THE SECURITY AND INTEGRITY OF THE COMPANY DATABASE BY SETTING ACCESS CONTROLS
  • MAINTAINED AN UP-TO-DATE KNOWLEDGE OF COMPANY PRODUCTS AND SERVICES
  • EDUCATED CUSTOMERS ON THE FEATURES OF COMPANY PRODUCTS/SERVICES TO MINIMIZE TECHNICAL CHALLENGES
  • FOLLOWED UP ON CUSTOMERS TO ENSURE THEIR ISSUES ARE COMPLETELY RESOLVED
  • PRODUCED PERIODIC REPORTS OF TECHNICAL SUPPORT OPERATIONS TO COMPANY MANAGEMENT
  • PROVIDED SOFTWARE AND HARDWARE SUPPORT FOR APPLE PRODUCTS
  • PROVIDED SALES SUPPORT AND MARKETING FOR APPLE PRODUCTS

Client Relations

AT&T
07.2006 - 04.2019
  • PROVIDED TECHNICAL SUPPORT TO CUSTOMERS FOR APPLE AND ANDROID MOBILITY DEVICES
  • PROVIDED CUSTOMER RESOLUTION FOR ACCOUNT SUPPORT
  • PROVIDED MENTORING AND TRAINING FOR NEW EMPLOYEES
  • ASSISTED MANAGEMENT WITH MONITORING TEAM PERFORMANCE AND SALES
  • ASSISTED WITH DEVELOPMENT AND IMPLEMENTATION OF SERVICE POLICIES AND EXPLAINING THESE TO STAFF AND CUSTOMERS
  • PROVIDED CLIENT ACQUISITION AND RETENTION
  • INVESTIGATED AND RESOLVED CUSTOMER SERVICE COMPLAINTS
  • COMPLETED GOAL SETTING AND FORECASTING FOR MARKETING SALES FOR AT&T AND DIRECT TV

Education

Architectural Engineering

Georgia Perimeter
01.2000

Telecommunication

Devry University
01.1999

Skills

  • Benefits administration
  • Benefits consultation
  • Remote Technical support and training
  • Technical software troubleshooting expertise
  • Client relations expertise
  • Product customer retention

Awards

RECEIVED EXCELLENT PERFORMANCE, LEADERSHIP AND MARKETING AWARDS/BONUSES FOR10 YEARS

QUALIFICATIONS

  • EXCELS IN A FAST-PACED, HIGH INTENSITY WORK ENVIRONMENT
  • PROFICIENT IN ALL CUSTOMER SERVICE/TECHNOLOGY PORTALS AND MICROSOFT APPLICATIONS

Timeline

Medical Benefits Specialist

Humana
05.2024 - 12.2024

Technical Support

Apple
05.2019 - 08.2023

Client Relations

AT&T
07.2006 - 04.2019

Telecommunication

Devry University

Architectural Engineering

Georgia Perimeter

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Minica Tarpeh