Amy Gagnon

Assisted sales representatives with processing returns and credits for the customers.

Answered phone calls from the sales representatives to get item numbers and check availability of items.

Worked Salesforce cases and Aruba requests.

Took all mandatory training courses.

Routed phone calls to the correct department.

Coordinated with team members to ensure smooth operations and effective communication.

Handled sales representatives complaints, promptly addressing issues to maintain satisfaction.

Engaged with sales representatives in a friendly manner to create welcoming environment.

Processed orders and returns, ensuring accuracy and clarity in transactions.

Assisted sales representatives by answering questions and responding to inquiries.

Developed rapport with sales representatives through active listening and empathetic communication, resulting in enhanced satisfaction levels.

Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.

• Answering calls in order to help customers with billing related questions
• Take and process payments for customers
• Assist customers with trouble shooting their alarm systems
• Assist customers with billing questions

• Answering calls from policy holders in relation to policy specifics, claim status, how to file a claim, and claim payment
• Walked policy holders through how to log in to the website, file claims on the website, and update personal information on the website
• Sent research requests for policy holders in regards to their claims, policies and applications

• Answering calls related to walk clients through banking, brokerage, website, and credit card activity
• Help clients navigate through the website
• Activate credit cards, takes payments and walk clients through activity
• Give stock quotes
• Help unlock passwords and user ids for website

• Take incoming calls from active and retired participants in regards to their health and welfare benefits
• Answering questions in relation to medical, dental, and life insurance benefits
• Input information to send out full time student information, annual enrollment information and cobra information
• Transferring appropriate calls to pension, 401k and other departments, as needed
• Process life status changes, employment status changes, dependent verifications, verification for full time students, answer incoming calls for FSA balances, and takes calls from participants to make sure that their cobra is set up correctly for billing and overall use
• Process life insurance group universal life insurance increases and denials
• Process cobra kits and have validated before mailing
• Process retirements
• Run queries to identify participants returning from leaves of absence, rehires, and deaths
• Send the death file to the vendor for processing
• Send the automated cobra file to the vendor for processing
• Process Cobra Recon
• Validate information on Domestic Partner file and then send to client
• Process the Conexis Monthly file to send to the client
• Train co-workers to process events
• Annual Enrollment team lead
• Create desk procedures for events that have to be run

• Take incoming calls from State of Florida employees relating to questions about payroll, employee movement, or leaves of absence
• Reset passwords and give out user ids
• Advise managers how to navigate through system to fill out personnel request forms to hire, promote, demote, transfer, reassign, or terminate an employee
• Transfer calls to benefits and answer general benefits questions
• Advise employees how to fill out and submit timesheets for approval
• Advise managers how to approve leaves of absence, time and payroll, and flexible work schedules
• Research cases opened up related to personnel request error messages that have appeared

• Manage patient appointments, insurance verification, schedule interoffice referrals, manage patient files, and update demographic information pertaining to the patient

• Answer calls pertaining to health insurance benefits, eligibility, claims status, insurance verification for hospitals and doctors
• Send and receive faxes pertaining to claims or PCP selections
• Research needed information on the computer
• Systems used were: Microsoft Outlook, The Claims System, CSS, and the intranet and internet, Lotus notes
• I average 75 to 100 calls per day