Tiarra Ford

Coordinated over 100 calls per day related to coverage and authorizations for behavioral health.

Resolved eligibility and benefit inquiries with a 96% satisfaction rating.

Completed high-volume claims adjustments, enhancing operational throughput.

Documented all interactions in QNXT and Avaya, maintaining 100% data accuracy.

Boosted utilization rates by educating members on behavioral health services, achieving a 15% growth.

Recognized for reducing escalations by 22% via excellent rapport-building.

Provided assistance to members by responding to up to 50 inquiries daily across chat and email platforms.

Enhanced team efficiency through cross-training processes, increasing call handling capacity by 20%.

• Answer all incoming calls in an engaged, professional, and accurate manner.
• Manage the administration of all our policies and procedures with our customers.
• Maintain accuracy, security and integrity of all customer records including personal, financial and class information.
• Assist customers with inquiries and questions regarding their account.
• Take customer payment information and provide information regarding payments.
• Work closely with management staff to develop and implement continuous process improvements that enhance service and team effectiveness.
• Evaluate and troubleshoot customer concerns
• Identify technical issues, deploy solutions with efficient, clear, courteous, and accurate communication
• Always upsell smart home and other products
• Explain device capabilities, wireless carrier data product offerings and company policies
• Meet goals and grow from feedback and coaching
• Utilize call center technology to troubleshoot, input, track and report customer issues
• When needed, escalate calls to the appropriate tier of customer service function

• Handled a high volume of inbound calls from clients employees to answer questions, provided education, and solved complex HR and financial issues related to their health care benefits, 401k savings and retirement plans, leaves of absence, payroll, etc.
• Processed transactions such as health enrollments, tax and direct deposit updates, 401k withdrawals or contributions, and retirement elections.
• Created and updated files in our database and communicated with third parties to research and assist the customer with updates or inquiries.
• Toggled between multiple screens and systems to provide answers and support.
• Transferred calls to necessary parties no cold calling
• Escalating complex or unresolved issues to higher-level support or management when necessary
• Handling customer complaints, dealing with customer complaints professionally, addressing their concerns, and finding solutions to rectify the situation.