Alexia Peahi

• Provided customer support through phone, email and chat channels.
• Researched customer inquiries to ensure accurate resolution of their issues.
• Escalated complex customer cases as necessary to appropriate teams and departments.

Responsibilities: Assisting service members with any and all benefit questions in the customer service department for 3 years in the health insurance field. Customer service advocates can assist with Medicaid and Medicare members inquires. My responsibilities were to change primary care providers, update any addresses and phone numbers, check eligibility, check authorization status, assist members with connecting to health coordination, and assist with any medication discrepancies members may be experiencing. Assist member with locating any documentation electronically through the Ohana Health plan website. We are the first point of contact and I always strive for a first call resolution.

• Reviewed and analyzed financial statements of clients to identify potential risks and opportunities for improvement.
• Conducted research on the banking industry, competitors, and regulatory environment to inform decisions regarding strategic planning.
• Developed valuation models to assess the performance of new investments in the banking sector.

Assisted customers for 3 years with general account information. Provided balance inquiries, maintenance information as needed. Processed request for new debit cards. Assisted customers with general banking information as well as online banking through multiple platforms to insure and provide exceptional customer service. Provided assistance through the online banking platform message center, email inbox and through the call center que. Completed descendent processing for online banking and online banking enrollment reports. We provided efficient customer service for non members and business accounts, and was very successful in escalating any issues to our technical department for resolutions.

• Oversaw daily operations of the department, including personnel management, budgeting and scheduling.
• Coordinated with other departments to ensure smooth flow of work processes and communication.
• Developed and implemented policies and procedures for efficient workflow.

Supervised 10-15 Employees and all event and operational functions and special events. Overseeing our staff to insure they were on task, and monitoring their work stations. Insured daily task and safety inspections were completed as required. Cashed in and out of registers and deposited all checks as needed at the end of each day. Booked and advertised private events. Responsible for ensuring an ample coverage for each shift daily. Resolved any customer complaints, suggestions, and questions as needed.

• Supervised and trained customer service staff to ensure excellent customer service delivery.
• Provided guidance and support to junior customer service representatives, including coaching and mentoring.
• Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.

Supervised 5-6 employees daily. Insured store was clean and presentable. Insured there was ample amount of staff for each shift. Cashed in and out of registers and completed daily deposit drops. Provided excellent and consistent customer service In a safe environment.