Atlanta, Georgia, United States
Detail-oriented professional with 15+ years of experience in client communication, quality assurance, and support operations within healthcare and insurance industries. Skilled in handling high-volume interactions through chat and email, ensuring accuracy, empathy, and clarity in every response. Known for quickly mastering new tools, resolving complex issues, and improving client satisfaction through effective written communication and process improvements.
Conduct chat and email audits to assess message tone, accuracy, and adherence to company and CMS standards. Translate complex compliance findings into clear, actionable guidance for agents and leadership teams. Collaborate with operations, training, and quality teams to improve customer support processes and communication flow. Create reports and feedback summaries that improve clarity and consistency in client-facing communication. Utilize Salesforce, Compliance 360, and HPMS to track performance trends and identify improvement areas.
Handled customer inquiries through multiple channels, maintaining professionalism and empathy in written and verbal communication. Resolved member concerns by coordinating with underwriting, claims, and service departments. Supported digital support initiatives, including piloting online chat systems to improve customer accessibility. Exceeded sales and satisfaction goals through prompt, accurate, and friendly service.
Responded to client requests via email and CRM platforms, ensuring quick and effective solutions. Managed sensitive client data with strict adherence to PHI and state regulations. Used CRM insights to personalize client communication and anticipate needs. Balanced multiple priorities in a fast-paced, high-demand service environment.
Answered customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas Demonstrated the ability to develop sales potential quota over 300% in new market areas Worked in one or multiple queues/skill sets over various customer contact channels Responsible for improving customer retention through programs and service provided to the customer Utilized mechanized and operational systems to initiate, complete service orders, handle customer requests to process purchases of AT&T products and services; i.e. collections, payments for Wireless bills and accessories