Customer Service Specialist

Managed 75+ inbound calls daily and scheduled 75+ appointments per week, delivering exceptional customer experiences. Maintained 100% HIPAA compliance, fostering patient trust and confidentiality. Reduced claim errors by 20% and accelerated approval turnaround by 30% while verifying insurance coverage and benefits. Achieved 81% first-contact resolution and 93% positive feedback on customer satisfaction surveys. Entered and maintained 1,500+ records weekly with 99%+ accuracy, supporting team performance targets. Audited and verified 200+ records weekly, reducing duplication and data degradation by 8% each quarter as compared to the previous fiscal year. Implemented robust data entry protocols, ensuring quality, accuracy and security of the data, leading to a 39% increase in operational efficiency.

Responded to 65+ inbound calls daily, achieving a 93% first-call resolution rate and reducing repeat inquiries by 24%. Managed patient billing, benefits, and account queries with 97% accuracy, ensuring customers received top-tier support. Increased resolution rates by 33% and reduced escalations by 29% within the first two quarters. Exceeded average handle time, first call resolution, and customer effort scores (KPIs) for three months in a row, becoming a top performer within the team. Helped Florida's first vaccination site set up appointments for 301,000 Seminole County residents, to administer the vaccine to 66.1% of the population. Scheduled 4,500+ COVID-19 vaccination appointments, within the first 6 weeks of vaccination roll out supporting public health efforts and mitigating fear within the community. Conducted an average of 110 outbound calls for 2nd dose appointments on a daily basis during the 2 week peak for follow-up appointments. Heightened trust and rapport with the community, resulting in a 21% increase in statewide satisfaction with community services. Led operations across 17 stores, reducing load times by 31% for 11 consecutive quarters and boosting regional sales by 8%. Saved 50+ labor hours per month by introducing inventory systems that cut processing time by 30%. Reduced stock shrinkage by 15% through improved accountability, process improvement, and cost optimization.