Deanna Edwards

Reviewed individual transactions that appeared suspicious to uncover possible fraudulent activity.
Responded to customer requests by providing excellent customer service and customized recommendations to meet their
needs.
Handled inbound calls, chats and emails for different departments and customers.
Respond to customer inquiries via phone, email, and chat.

Provide information on preventive services, prescription drug coverage, and other supplemental benefits.
Explain the details of Medicare policies, including different parts (A, B, C, D), coverage options, and associated costs.
Assist members in understanding and navigating the Medicare claims process.
Listen to customer complaints, empathize with their concerns, and offer solutions.

Provide first-line technical support to end-users, helping them with hardware, software, and network-related issues.
Assist users with login problems, access permissions, and other account-related issues.
Keep users informed about changes to systems or procedures
Install, configure, and maintain computer hardware, including desktops, laptops, servers, and peripherals.

Monitor and manage team performance to ensure goals and objectives are met.
Analyze customer service data, including key performance indicators (KPIs), to identify trends and areas for
improvement.
Conduct regular audits of processes, products, or services to assess compliance with established quality standards.
Maintain accurate records of customer interactions, feedback, and account details.