Tedtha Johnson

Monitor and coach customer service representatives regarding interaction with Medicare members. I assist with enhancing their knowledge regarding call flow, quest and keep them up to date with policies and procedures throughout the company. I am the customer service representative’s cheerleader. I motivate and encourage excellence and greatness, providing feedback in which enhances job performance. I provide materials that will assist the representatives and keep them up to date with changes regarding the company policies and procedures.

Assist Customer Service Representatives with Quoting benefits, Claims, Billing. I am a Mentor for the Customer Service Department.

I guide them on how to use several systems, in order to resolve our members needs. And assist them with how to handle inbound calls from members and providers.

I complete a wide range of Tasks, which involves completing issues that were not able to be resolved by the customer representative.

Handled customer service inquiries and problems via telephone, internet or written correspondence. Customer inquiries are of basic and routine nature. Answered questions and resolves issues based on phone calls and letters from members, providers, and plan sponsors. Triaged resulting rework to appropriate staff. Documents and tracks contacts with members, providers and plan sponsors. Explains member's rights and responsibilities in accordance with contract. Explained claim outcomes and sent them for review if necessary. Explained status of complaints (member/provider), grievance and appeals. Educate providers and members on our self-service options. Handled extensive file review requests. Determines medical necessity, applicable coverage provisions and verifies member plan eligibility relating to incoming correspondence and internal referrals. Handled incoming requests for appeals and pre-authorizations. Performed review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible. Used applicable system tools and resources to produce quality customer service regarding Authorizations, Billing, and Enrollment.

Diagnose and resolve technical and non-technical issues associated with a range of ATM (Automated Teller Machines) located throughout the United States.

Through remote tools diagnose, troubleshoot and clear faults on assigned ATM’s within specified guidelines.

Understand and communicate complex and technical information clearly and concisely, adjusting language and terminology to the needs of the customer (internal and external) in a professional manner, while on the phone, to troubleshoot ATM issues.

Explain features and benefits of Cardtronics products and warranty service and make recommendations based on customer needs in a manner that displays proficiency in product knowledge and call handling skills.

Act as a liaison between Customer Care and other Cardtronics personnel to help resolve escalated customer issues.

Process service tickets and maintain accurate customer records.

Provide efficient productivity and superior quality service while working in a fast paced environment.

Ability to support a growing number of ATM products, and continuously demonstrate proficiency in product knowledge and call handling skills.

Provide guidance and support regarding tux rental questions

Resolving customer issues

Researching and auditing tuxedo reservations to proactively correct issues before they occur

Assist with New Hires in training and Support

Provide client support and technical issue resolution via email, phone and other electronic medium.

Configuration of client’s equipment to connect to the internet via modem DSL Router (dialup/DSL customers only)

Configure software to connect to internet applications severs.

Provide training to clients in the use of system and applications as related to internet.

Obtain general understanding of OS and application operations related to company offered services.

Perform creation of new accounts using company provide software tools

Provided exceptional customer service and Technical support for internal and external voice and data product customers.

Include troubleshooting hardware and network/application issues.

Provide detailed information on how to setup/configuration of data and voice products

Verify provisioning and diagnose device or network issues.

Troubleshooting for Pc Operating Systems, specially Device Manager and TCP/IP configurations.