LATOYA POLLARD

• Perform analysis and isolation of trouble conditions
• Create trouble reports and sort troubles into User, Voice Network, Data Network, Video Network & OS Plant categories; provide trouble resolution and closeout, when possible
• Provide customers with service support for Voice, Data, and Video service and features within the fiber and/or copper network
• Answer incoming calls from customers with order inquiry and/or trouble reports while promoting a positive corporate image and customer perception of Verizon
• Maintain a high level of customer service on all customer contacts.

-Provide full knowledge of DMAS(MEDICAID), Individual Product and commercial plan’s summary
of benefits.
- Assist members/providers with Medical , Mental health detailed Benefits. Provided copays, deductibles, premiums,
enrollment and coverage information per plan details.
-Connect with Medical & Mental Health providers and facilities to correct claim submissions.
-Assist members/providers with credentialing contracts, provide benefit information per member or group.
-Proficient in systems ex: CSC, WINTEGRATE, MACES, CRM,SYMPHONY,AVAYA

- Inbound call center environment

• Created competitive price BIDS for Military Commands and aided clients through their purchase process
• Partnered with international suppliers to ensure comfortable annual rates for supplies.

• Provided remote login assistance on Mac OS and PCs
• Assisted customers via phone, email, and chat
• Processed sales orders, swaps, and work orders