Tiffany Cole

• Provides technical troubleshooting and support via phone queue for internal employees regarding software and hardware related issues.
• Assists providers and group administrators to navigate the Premera website via our ECOMM support queues.
• Using the Service Now platform to clearly document interactions and incidents or routing to appropriate departments when applicable.
• Provides assistance to fellow colleagues as needed within our Peer Support Chat.

• Provided one-on-one e-mail support to a large National Account client. E-mail support consisted of answering members inquiries/concerns which include claims processing escalations, pharmacy prior authorizations, benefit inquiries, Health Savings Account management and making outbound calls to providers to ensure first contact resolution.
• Trained and mentored newer Senior Correspondence Representatives within team.
• Drafted custom member e-mail requests submitted by our Customer Service Representatives.
• Developed pre-written templates for common responses which helped reduce average handle time by 10%.

• Worked as a customer service representative for the National Accounts Operations department. Primary job focuses on handling inbound and outbound phone calls by assisting members and providers on benefit, claim inquiries/escalations and Personal Funding Account inquiries.
• Conducted peer to peer reviews for quality improvement within team.

This Bachelors program focuses on the use of Javascript, HTML/CSS, SQL, C# and LINQ for developing mobile and web applications. Current GPA 3.80. Degree anticipated by June 2022.

This Associates degree primarily focuses on the use of C#, SQL, Javascript and HTML/CSS for developing web applications. GPA earned 3.91.