Senture, LLC

Customer Support

• Provide exceptional customer service support via phone while following protocols and guidelines.
• Use various web-based systems to answer customer inquiries.
• Document each customers inquiry information into a database.
• Verify customers information, making corrections and updates as needed.
• Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
• Follow-up with callers as necessary.
• Use statistical contact center data to make improvements to performance.
• Outbound calling for surveying to obtain client specific information.

Disaster Relief Customer Service Agent

IT Support

• Deliver Tier 1 service desk support for various stakeholders, including insurance issuers, agents, web brokers, CMS/CCIIO application users, Health Insurance Exchanges, and state agencies
• Assist with account access issues, such as password resets and unlocking accounts for marketplace applications, including COTS products like TIBCO MFT
• Log user inquiries in ServiceNow and assign them to the appropriate internal groups before escalating to Tier 2 support
• Triage inquiries based on marketplace functions and direct them to the relevant marketplace systems or CCIIO business groups, utilizing skills and knowledge acquired through training
• Provide general policy information as supplied by business owners and Tier 2 systems
• Offer process guidance to requesters based on information provided by business owners and Tier 2 support teams
• Perform other duties and tasks as assigned

Help Desk Representative

Manager

• Manage cradle-to-grave contract activities: review RFIs/RFPs, support proposal drafting, negotiate terms, and oversee contract award and execution.
• Draft, review, and approve contract documents, statements of work, task orders, and modifications.
• Ensure compliance with FAR, DFARS, CAS, and company policies.
• Identify, assess, and mitigate contractual and regulatory risks; develop corrective action plans when needed.
• Lead negotiations on terms and conditions, pricing provisions, deliverables, and contract modifications.
• Administer contract performance, change orders, and closeout activities.
• Prepare for and support government audits and inquiries.
• Manage CPARS reporting and maintain accurate, audit-ready contract files and documentation.
• Act as the primary point of contact for contracting officers and program officials.
• Collaborate with Legal, Finance, Program Management, and Business Development to align contract terms with operational and financial objectives.
• Maintain and refresh GSA schedule contracts, ensuring compliance with pricing, reporting, and tracking requirements.

Disaster Relief Customer Service Agent

Help Desk Representative

Contracts Manager – Federal