Tajiana Davis

• Respond to customer inquires sending id cards
• Perform duties that are detailed , to health care , health insurance , medical information
• Multiply tasking through MS Office Suite, Visio, Adobe Acrobat, FEPDirect, OnBase, AnyDoc, Genesys, SRT
• Submitting and processing ID claims for card members
• Handled high volume of inbound calls per shift to offer service information.

• Process late and trailing transactions on fraud status accounts and process zero fraud loss cases
• Update information from merchant receipts to the case information screen
• Make manual outbound calls to customers for transaction verification
• Manage entry level call types (inbound/outbound)
• All call types are transactional and require low amount of analytical work
• Contact is with CM or third party
• Manage entry level case processing
• All case types are transactional and require agent to update or process case
• Managing dispute/fraud, performing a reasonable investigation on customer accounts related to billing errors or fraud claims
• Communication with customers via telephone and written correspondence is required
• Trouble shooting network making sure system and software is up to date

(CDC Project)

• First point of contact resolution
• Supporting the government for CDC covid test ordering Answering Questions on Testing kit
• Sending out testing kits

(VETERANS PROJECT)

• Greet and serve customers, answer phone calls, sort mail, and monitor security and financial transactions, while enhancing communication and customer service skills
• Exhibit organizational skills and discretion by handling confidential information such client records and legal documentation
• Provide administrative support by handling inbound calls and appointment setting completing data entry functions, while maintaining complex databases
• Provided industry-leading resolving 50+ cases per day resulting in a 98% customer satisfaction score
• Displayed high levels of patience and empathy in effectively diffusing escalated situation all while remaining professional at all times
• This resulted in the an increased FCR,

(HOUSING SPECIALIST)

• Reviewing the NYS resident's application and supporting documentation for accuracy and ensuring it meetings checklist requirements
• Entering notes in the application system to flag any missing items/ Data Entry, Processing Applications

• Review members claim's ensuring accuracy of payments and application
• Handled 50+ calls with great time management, efficiency and customer satisfaction for unemployment applicants Consistently meet individual performance standards/metrics
• Provide inbound and outbound phone calls and email troubleshooting and supporting resolution for over 50+ clients, reaching a ticket resolution rate of over 85% daily
• Analyzing and solving customer problems required
• Utilizing a courteous and professional manner to collect information and identify customer needs
• Follow scripts, and process claims Proactively managed and resolving customer concerns resulting in a high satisfaction rating while monitoring the queue
• Document all encounters in clear and concise logs.

• Supporting U.S Government partners, the Federal Emergency Management Agency (FEMA) and GDIT involving their hurricane disaster relief program
• Speaking with families via web chat, emails and phone calls pertaining to disaster relief municipality contact assistance
• Documented conversation with customers to track requests, problems and solution De-escalated problematic customer concerns, maintaining calm, friendly demeanor
• Determine service needs and accurately input information into electronic systems Performed inspections of current construction refurbishment and repair projects
• Evaluated applicable discipline-specific codes Noted recurrent issues and worked with contractors to prevent re-occurrence.