Taylor Jeffcoat-Rose

Tier 1 Agent – Federal Emergency Management Agency (FEMA)Under contract with Apex Systems

Responsibilities include:

• Data management of sensitive PII
• Providing customer service in response to federally declared emergencies via Teams and NICE CXone.
• Staying up to date on latest disasters and changing regulation and procedures within FEMA.
• Assisting on providing referrals and local state agency guidance on available assistance for disaster survivors.
• Provide quality assurance within calls.
• Active use of language line
• Documenting complaints given by Applicants and escalating towards the correct department.
• Provide applicants with clarification on required document submissions to further assist claims process.
• Activity patterns and adherence to protocol on passing rates of 84% - 89% quarterly.
• Resolve software and hardware issues or escalate the issue as needed.

Senior Support Representatives respond to client/user inquiries, ranging from basic questions about technology, to troubleshooting technical issues

Responsibilities include:

• Working with various internal support groups to escalate complex and high priority/high impact issues.

• Handling 50+ users daily via phone/email to provide excellent customer care, technical troubleshooting and maximum productivity at a call center capacity.

• Walking caller through troubleshooting steps via phone/email to reach resolution and eliminate root cause issues

• Solving complex problems independently and proactively identifying new solutions to problems.

• Proper ticket handling, on-going training to stay up to date on product/industry updates and releases, effective navigation of technical tools provided, and light reporting/tracking of trending issues

• Schedulers connect with medical or provider offices to build relationships and facilitate the retrieval of medical charts within the project timelines established by the client and their clients
• Responsibilities include:
• Proactive site management and follow up to ensure highest chart retrieval rate for medical or provider facilities
• Ownership, management and monitoring of the chart retrieval process or provider sites to ensure minimal provider intrusion/abrasion
• Contacting all assigned medical offices/facilities by phone, email or fax
• Escalate/follow up with internal business partners regarding issues impacting successful retrieval of charts as well as support to expedite completion of charts received within project completion dates

• Salvage representatives assist customers through the total loss process
• Responsibilities include:
• Providing excellent customer service
• Updating clear and accurate file notes
• Making outbound calls
• Taking inbound calls
• Obtaining and verifying necessary paperwork from customers
• Issuing payments to lenders

• Sales advisors perform customer service and merchandising duties on the sales floor of H&M stores
• Workers arrange garments attractively on racks and shelves, locate merchandise for shoppers, ring up customer purchases, and operate cash registers
• Other job duties include controlling access to fitting rooms, unloading and organizing inventory, and cleaning the store.

• In this position Vital Records team members are responsible for entering birth certificate and fetal death data in state vital records system
• Daily tasks include assisting customers with filling out the state’s birth certificate worksheet, providing customers with instructions on obtaining birth certificate and social security card for infants,and processing fetal demises
• Team members are also expected to assist funeral homes in getting death certificate’s signed for recently deceased patients
• Team members are expected to enter data in a timely manner and provide exceptional customer service when assisting patients
• Responsible for witnessing and properly completely legal documentation and forwarding to the state vital records department.

• Responsible for the daily upkeep of a medical records room
• Daily tasks include pulling/filing charts for pick up, entering data into company systems, and assisting customers requesting their medical records
• Team members are also expected to process incoming continuity of care medical record requests.