Addie Chisholm

One Call

July 2022 to Present day

Care Coordinator- Sedgwick Team

· Inbound status and intake calls

January 2020 to July 2022

Care Coordinator -Group Health

· Standing Order Team -Scheduling, Offer and accepting Relay Trips

· Negotiated provider transportation fee. Create Single Ride Agreements

· Critical Care Team –Contacting members confirming pickup/drop off

· Managed 20 direct reports in large business repair call center

· Monitored Call center Real time adherence, average speed of answer, holding and agents talk time

· Successfully created repair agent weekly schedules for 24/7 operation.

· Administrator privileges in Aspect, Verint, NICE

· Payroll Manager

· FMLA Coordinator

· Conducted side by side call observations

· Effectively handled irate clients to complete resolutions.

• Handled customer inquiries and suggestions courteously and professionally.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.