Experience

Xerox

• United States
• Business Consulting and Services
• 700 & Above Employee

• Customer Service Specialist

  • Nov 2015 - Present

  Call Center Specialist Xerox Corp : IT-Resource Solutions Albany, NY 11/01/2015 – 01/14/2016 Key Responsibilities  responds to telephone inquiries and complaints using standard scripts and procedures regarding the Medicaid program  Gathers information, researches/resolves inquiries and logs customer calls  communicates appropriate options for resolution in a timely manner  Informs customers about services available and assesses customer needs  Provides functional guidance, training and assistance to lower level staff  Provides assistance, training and troubleshooting support to lower level staff  Schedules work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems  prepares standard reports to track workload, response time and quality of input  Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness  All other duties as assigned Show less