Customer Service Professional

Answered phone calls, explained product advantages to prospective customers, and assisted existing policyholders. Followed HIPAA rules and guidelines. Assisted clients with policy updates, ensuring accurate coverage. Developed expertise in various lines of insurance products, offering knowledgeable guidance to customers seeking information on policies, enrollment, claims, authorizations, H1036 members, Solutran system. Managed OTC orders, priced prescription medication, managed medication overrides, and checked mail-order prescription status. Consistently met or exceeded call handling performance targets. Collected premiums and issued accurate receipts. Assisted in demographic change. Showed True Empathy to Member. Always made sure the members feel confident and happy before ending the call. If research was necessary, I requested the members' consent to call back and reduce their time spent on hold. Effectively used CRM software to document client interactions accurately and track the progress of outstanding issues. Attended upskill training sessions to stay informed about industry changes.

Answered customer telephone calls promptly to avoid on-hold wait times. Paid special attention to the needs or wants of the customer. Provided primary customer support with internal and external customers' calls. Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing the best solution. Delivered exceptional customer service by prioritizing emergency issues, developing and employing workarounds to solve problems expeditiously. Performed regular audits of document repositories, ensuring the accuracy and integrity of all information. Assisted with the inbound and outbound procedures, document sorting, logging, and work order creation.

Onboarded new employees, including training, mentoring, and new hire documentation. Maintained high corporate standards, ensuring employees followed all company processes and procedures. Adapted job assignments and schedules to dynamic business needs, balancing processes, employee skills, and customer requirements. Managed inventory control, cash control, and store opening and closing procedures. Managed all aspects of store operations, including organization, maintenance, and purchasing functions. Resolved customer service issues promptly. Completed all points of sale opening and closing procedures, including counting the contents of the cash register. Helped with planning schedules and delegating assignments to meet coverage and service demands. Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery. Resolved staff member conflicts by actively listening to concerns and finding an appropriate middle ground. Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth. Oversaw inventory management, optimizing stock levels, and reducing waste.