Allicia Grimes

• Assisted customers with inquiries and resolved complaints effectively.
• Learned company policies and procedures to provide accurate information.
• Supported team in maintaining high customer satisfaction levels.
• Managed multiple tasks in a fast-paced environment to ensure timely responses.
• Collaborated with colleagues to enhance service delivery processes.
• Adapted quickly to new technologies and systems for improved efficiency.
• Participated in training sessions to develop product knowledge and service skills.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
• Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
• Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
• Increased customer retention by offering personalized solutions and building rapport through empathetic listening.

Completed medical insurance applications over phone for New York State of Health

• Implemented workflow improvements that reduced claim processing times significantly.
• Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
• Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
• Utilized specialized software to process incoming claims, enter data and generate reports.

Customer Service Representative I

3/2016-8/2018

Assist all callers with Vision Insurance inquiries, billing, eligibility,

Adhere to HIPAA

Adhere to company policies and procedures