Sha-Keyna Humphrey

• Ensure that the proper condition of materiel in storage is known and reported, that the condition is properly recorded, and that the materiel is properly provided with adequate packaging protection to prevent any degradation to a lower condition code.
• Follow proper SOP’s to perform the steps to process inspection workload when obtaining and performing disposition instructions for SDRs.
• Ensure reimbursable work is tracked and reported in appropriate systems.

• Process orders, route calls to appropriate resource, and follow up on customer calls where necessary

• Review all required documentation to ensure accuracy

• Accurately process, verify, and/or submit documentation and orders

• Complete insurance verification to determine patient's eligibility, coverage, co-insurances, and deductibles

• Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required

• Handled customers billing concerns related to their iTunes and App Store accounts, including refund request, subscription management, and updating payment information
• Provided users technical support with iOS device navigation and troubleshooting, as well as accessories used with them
• Served as a mentor while assisting new hires in training classes and while transitioning to take calls.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Recommended products to customers, thoroughly explaining details.
• Responded to customer requests for products, services and company information.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Handled inbound calls received from members needing assistance with their pharmacy account
• Maintained account privacy and security by properly verifying and authenticating each member
• Assisted members by placing accurate orders to refill, renew, and request their new prescriptions
• Provided technical support with website navigation and password resets
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.

• Handled customer inquires by answering inbound calls
• Researched required information using a variety of available resources
• Reviewed bill in detail with customers so that they can gain clarity and understanding; as well as make adjustments when necessary
• Improved the customers overall experience while bringing in additional revenue to the company by recognizing opportunities to up-sale
• Documented all call information and actions taken according to standard operating procedures
• Provided technical support and guidance for customer needing assistance with our products and services.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.