Results-driven and empathetic customer service and retention specialist with over 3 years of experience in the BPO industry. Proven track record in customer retention, billing conflict resolution, and appointment setting across telco and insurance sectors. Adept at navigating CRM software, maintaining strict compliance including HIPAA regulations, and consistently exceeding performance metrics while building strong client relationships.
Managed inbound and outbound calls from customers requesting to cancel, downgrade, or disconnect services. Presented alternative solutions, loyalty offers, and service upgrades to retain customers and reduce churn. Built strong relationships with key accounts and consistently met performance metrics such as AHT and CSAT.
Handled international calls regarding billing, account updates, and service questions. Navigated multiple systems and CRM tools during live calls to resolve billing discrepancies and deliver timely customer service. Consistently met performance metrics such as AHT and CSAT.
Conducted outbound calls to existing life insurance policyholders to discuss additional policy benefits. Qualified leads and scheduled appointments for live Zoom consultations with insurance specialists.
Transcribed Swedish audio into time-stamped segments, preserving colloquialisms, slang, and code-switching. Applied project-specific tags and reviewed auto-generated transcripts to ensure fluency and adherence to guidelines.
Handled inbound calls related to home, car, and health insurance inquiries. Verified customer demographics, provided information on Medicare benefits and insurance coverage, and maintained HIPAA compliance while meeting performance metrics.
Handled customer inquiries and orders over phone and live chat for Wine.com. Provided personalized recommendations, processed orders and payments, escalated refunds and replacements, and coordinated with warehouse staff and managers.
Managed outbound calls regarding a medication management program and answered pharmacy service questions. Coordinated with healthcare providers and pharmacies to process prescription and dosage changes and updated patient and billing information.
Handled outbound calls to seniors and guided them through healthcare options to secure Medicare Advantage products. Exceeded monthly conversion targets while adhering to state and federal regulations.
Bachelor of Secondary Education
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