Lance Hoffman

Lance Hoffman- Talented and detail-oriented professional with broad experience in high-level customer service seeks professional opportunity with growing organization. CORE STRENGTHS Attention to detail as well as big picture objectives Identify processes that increase efficiency for front line agents Ability to prioritize and resolve issues in a timely manner EXPERIENCE Corporate Case Management Specialist, Sling Television, January 2017-June 2020 Handled escalated complaints (BBB, Executive) Email support for the SLINGscriber promotion Performed root cause analysis for promotional issues Technical Support/Sling TV Specialist, Sling Television, February 2016-January 2017 Performed complex root cause analysis on Sling Television devices Educated customers on the benefits of Sling Television Customer Care Specialist, Dish Network, December 2015-February 2016 Resolved complex billing issues Handled technical support calls Provider Advocate, Mid-Atlantic States, United Healthcare, March 2012-March 2014 Resolved complex claim and service issues in the Mid-Atlantic region. Demonstrated success in resolving state complaints and resolving those issues within an escalated timeframe. Performed complex root cause analysis on critical service issues and reported findings to support team for solution deployment Sr. Market Service Agent, United Healthcare, February 2011-February 2012 Resolved complex claims issues for physicians and ancillary providers within 10 days Educated the physicians and other health care providers on service model which resulted in increased provider satisfaction Market Service Agent in charge of DOI Mitigation, United Healthcare, August 2006-January 2011 Identified and counseled at-risk physicians whom had more than two DOI complaints within a 6- month period Developed a widely adopted prioritization and resolution schedule for volatile states and conditions Created and maintained an access database which included DOI contact logs Improved physician utilization of online resolution tools resulting in improved efficiency and revenue receipt for their practices EDUCATION Fort Lewis College Bachelor of Arts Degree in Business