William Kelly Tucker

Conducted 20-30 daily outbound calls to commercial and government insurance plans to verify coverage for the multiple sclerosis medication Kesimpta.

• Offered personalized support for Zepbound weight loss medication via phone and online, helping patients with questions about insurance benefits, coverage, and costs
• Collaborated with patients and providers to resolve payment issues, including denials and appeals, while assisting with prior authorization, medical necessity processes, and benefit verification

• Company Overview: the largest CVB in West Virginia with a budget funded by the Greenbrier County hotel/motel tax
• Led all internal and external communications for the largest CVB in West Virginia with a budget funded by the Greenbrier County hotel/motel tax
• Created press releases and earned placement in online and printed Southern Living Magazine with a circulation of 3M+
• Developed promotional materials and web content including About Us page and Events page
• Prepared and pitched story ideas to travel writers and members of the press, driving 50% increase in web traffic and 100% increase in overall occupancy
• The largest CVB in West Virginia with a budget funded by the Greenbrier County hotel/motel tax

• Conducted pre-screening and phone interviews for candidates at prominent companies, made decisions on their progression in the hiring process, and facilitated the onboarding experience with technical support
• Assisted the marketing team by creating content and verifying leads while managing a troubleshooting inbox and online chat for onboarding-related queries

Please note that this was a seasonal position that was also done July 2024-October 2024p

• Answered 60-80 inbound calls per day from clients needing assistance with USAA auto and homeowner's insurance claims
• Routed calls to claims adjustors and other necessary departments; de-escalated dissatisfied callers and followed escalation to management protocols as needed
• Documented each individual call in the USAA CRM with all pertinent information

• Created and improved web content and marketing materials
• Handled the social media calendar by creating and scheduling posts, and followed up with current and potential clients about Sancumed consulting services

• Answered 40-60 inbound calls from clients and job applicants to assist with pre-employment background checks in a work-from-home setting.
• Rerouted calls to appropriate departments and de-escalated calls when necessary
• Used Salesforce CRM to assist clients through email and chat requests

• Managed phone, email, and online inquiries from 20+ customers per week.
• Coordinated vehicle showings and confirmed 3+ weekly customer appointments with sales representatives.
• Conducted customer surveys, analyzed results, and identified opportunities to lower price or interest rate to ensure satisfaction.

• Company Overview: a mail-order specialty pharmacy with 12 locations nationwide
• Entered orders from inbound and outbound calls for patient medications for Accredo Health Group
• Coordinated and tracked shipments of medication for 20K+ patients and documented orders placed to ensure accurate and up-to-date information.
• Documented each call into the ACCREDO CRM and escalated calls to upper management when necessary, through appropriate channels
• A mail-order specialty pharmacy with 12 locations nationwide