Alan Burns

Make 150-200 outbound calls daily using skip tracing methods to find, locate, educate and engage with health insurance members to help them utilize their health insurance benefits.

• Exceeded performance metrics consistently earning recognition as one of the top performers within the within the team.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Provide quality customer service through positive and professional interaction with customers in person or by phone
• Also ensure safety procedure while maintaining cleanliness.

Received inbound calls from patients and addressed/resolved any questions or issues concerning their billing statements of a healthcare nature.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

• Assisted customers in a high volume call center setting with banking needs using multiple systems
• Consistently exceeded mandated metrics and referral/sales goals on a monthly basis
• Handled escalated calls (customer complaints and inquiries) in a professional manner.

• Assisted with over 50 inbound calls per day placing breast pumps for customers through their insurance as well as processing online orders
• Responsible for successfully retaining customers through positive relationship building, listening to and addressing concerns, as well as educating customers on Byram’s products and service.

• Assisted with over 200 inbound calls per day and opening new accounts in SAP for customers ordering from catalog
• Processed returns while ensuring customer satisfaction
• Researched and processed debit/credit memos.

• Serviced inbound calls and chat to resolve customer service issues
• Initiated outbound calls to convert leads into completed loan applications
• Documented all calls with regards to customer inquiries
• Processed credit/debit payments
• Overcame customer doubts/issues and assisted in helping apply for loans.

• Handled over 300 outbound calls per day while ensuring accuracy of information obtained from prospective students
• Expected to meet and exceed six metric driven guidelines calculated on a daily/monthly basis
• Expected to verify all necessary information in a timely manner while working in a fast-paced environment.

• Assisted customers in the selection of clothes, shoes, and accessories
• Preformed cashier, shipping/receiving, stock and maintenance duties.