Toya Murph
CHARLOTTE,NC
Summary
To continue to grow in my career and gain new skills in order to better my opportunities
Overview
17
17
years of professional experience
Work History
Short Term Disability Claims Manager (remote)
Lincoln Financial Group
04.2022 - 08.2025
- Managed a caseload of 100+ short-term disability claims to resolution, ensuring compliance with state and federal regulations, as well as company policy
- Process claims for short term disability while also reviewing FMLA (if applicable) and adding offsets based on state law (PFML, PVLB, STAT, and other state deductions)
- Maintained top 5 CSAT scores within the company
- Ensured timely submission of required documentation from claimants prior to approval of payment.
- Educated customers on their rights under state and federal regulations governing insurance policies.
- Reviewed and verified claim information to ensure accuracy of data and compliance with established policies.
- Investigated facts, confirmed coverage and liability, negotiated settlements, and determined payments for claims.
- Maintained detailed records of all communication with customers, claimants, providers, and internal departments.
- Determined proper course of action for claims processing based on company metrics
Enterprise Order Management Specialist
Spectrum
02.2022 - 04.2022
- Learned company products and services and communicated effectively with internal and external customers regarding actual and potential order errors
- Review and update orders that contain complex phone services (ie, SIP,DID,TRUNKING)
- Work as a backup for specialty client (UHG)
- Fluent in working fiber and coax orders
Enterprise Order Management Associate
Spectrum
04.2019 - 02.2022
- Work on assigned Tasks and Opportunities in order to ensure clients are installed with requested services.
- Build relationships with boundary partners such as Sales Support, Client Services, and Order Fulfillment teams in order to ensure that the client is receiving the best services.
- Manage organization's goals and objectives, to ensure the best client experience from beginning to install.
- Process standard as well as complex orders that include fiber, coax, Fiber connect plus, pro-I, as well phone services. Also began to review and process small trunking order requests.
- Assisted in training new hires on different order processes.
- Worked on case que for our priority customers as well as creating Opp's and SR's.
CBO Rep/ Equip Research Rep
Spectrum
04.2018 - 02.2019
- Reviewed and managed client refund requests for switching to Spectrum services.
- Worked effectively in cross-functional, fast-paced environment to complete tasks assigned.
- Ensured the processing of client refunds by engaging the necessary teams
- Researched all lost equipment and applied necessary credits when needed, as well as removed the equipment from billing systems.
Business OMR 1
Spectrum
11.2016 - 02.2018
- Assisted in training new hires via side by sides and advising on the Field Sales and Telesales order process.
- Created Opportunities for orders from Sales force, based on cases assigned
- Worked complex orders including COO's RNF's, Active to Active's as well as RES to BUS orders.
- Ability to provision phone orders in OMSE
- Capable of working orders in all billing systems as well as balance equipment
Field Sales Support
Time Warner Cable
06.2013 - 11.2016
- Provided training to my peers as well as leadership on multiple projects and operational tools.
- Created multiple job aids to educate my peers on new order entry processes in the department.
- Handle calls and concerns from Bulk account callers.
- Answer all escalation emails for both ICOMS and CSG areas.
- Handled high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
PSA 3 Signature Home Advisor
Time Warner Cable
05.2012 - 06.2013
- Addressed customer service inquiries in a timely and accurate fashion.
- Troubleshoot all advanced product issues (i.e. Tier 3 support for HSD modems,DP issues,Cable box issues).
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Properly directed inbound calls in phone queues to improve call flow. (i.e. Transfer/ conference call to necessary departments when applicable).
Customer Service Representative
Time Warner Cable
04.2008 - 05.2012
- Provided customer service for an average of 60 calls per day, answering customer inquiries, solving problems, and providing new product information
- Able to troubleshoot, cable, Internet, as well as home phone equipment
- Build rapport with customers to learn all customer needs in order to provide the best products and services to each individual customer
- Directed calls to appropriate individuals and department
Education
High School Diploma - Technical Installation
George Westinghouse HS
Brooklyn, NY, USA2000
Skills
- I have the ability to multitask in a fast paced environment
- Able to work on my own without supervision as well as with a team
- Capable of typing 60 WPM
- Telecommunications knowledge
- Fast learner with minimal training
- Capable of adapting to new things and programs
- Service solutions expert
- Troubleshooting skills
Timeline
Short Term Disability Claims Manager (remote)
Lincoln Financial Group
04.2022 - 08.2025
Enterprise Order Management Specialist
Spectrum
02.2022 - 04.2022
Enterprise Order Management Associate
Spectrum
04.2019 - 02.2022
CBO Rep/ Equip Research Rep
Spectrum
04.2018 - 02.2019
Business OMR 1
Spectrum
11.2016 - 02.2018
Field Sales Support
Time Warner Cable
06.2013 - 11.2016
PSA 3 Signature Home Advisor
Time Warner Cable
05.2012 - 06.2013
Customer Service Representative
Time Warner Cable
04.2008 - 05.2012
High School Diploma - Technical Installation
George Westinghouse HS