Alicia Clay

Assisting associates with Policy information

Annual enrollment experienced associate

Speaks with several employees a day to assist resolving

conflicts or understanding benefits

• Created a positive work environment by proactively addressing employee concerns through open communication channels.
• Served as a trusted advisor to both employees and management, fostering professional relationships and contributing to overall organizational success.
• Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.

• Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Improved first-call resolution rates by effectively utilizing resources and available tools.