Tray Mason

Customer Technical Support Specialist Level II

Tandem Diabetes September 2021-Present

·       Provide technical assistance and troubleshooting to customers for their medical device via a high volume of inbound phone calls and emails.

·       Provide software support to customers, and healthcare providers via company online customer portals and mobile application.

·       Process orders and replacements of medical devices and accompanying supplies

·       Document all phone calls and emails via Client Relationship Management(CRM) system.

·       Assist in training new hires via live phone call assistance.

Patient Services Representative/Team Lead/VAMC Point of Contact

TriWest HealthCare Alliance Veterans Choice Program March 2016-December 2020

·       Process healthcare authorizations approved by the VA for Veteran healthcare within local community

·       Schedule appointments within obligated timeframe and requirements as listed in contract between TriWest and the VA

·       Meet daily, monthly, and quarterly production goals for appointments made

As Team Lead

o   Assist supervisor in managing employees by distributing work, handling escalated issues and phone calls, assisting PSR’s with questions, and completing daily production reports for upper management.

·       Train new hires on all processes during “nesting” phase and direct side-by-side training.

As Embedded POC

·       Serve as main point of contact for Loma Linda VAMC, assist MSA’s and RN’s with all inquiries and escalations via phone and email

·       Assist co-workers with all requests needed from VA including additional documentation, and escalated issues requiring VA guidance

Customer Service Representative

Great Call Inc. November 2015-February 2016

·       Perform high-quality customer service by answering a high volume of inbound phone calls from customers. Assist customers in all facets of their account, including payments, usage, basic troubleshooting, and product information. Daily, weekly, monthly, and quarterly goals must be met including revenue, adherence, and account saves and quality assurance.

Customer Service/Technical Support Representative

Global Domains International August 2014-November 2015

·       Answer inbound customer calls assisting customers with all account maintenance including payments, technical support, and generally any customer inquiries or requests regarding their accounts. Also answered a high volume of customers emails daily. Occasionally made outbound calls to provide further customer support.