Analyse Perry

• Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
• Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
• Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
• Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
• Optimized workflow processes within the team, resulting in improved overall productivity and reduced backlogs in claims processing.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Processed customer service orders promptly to increase customer satisfaction.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Utilized customer service software to manage interactions and track customer satisfaction.

• Managed a team of customer service representatives, consistently achieving performance targets and goals.
• Monitored calls, online messages and live chat requests and verified quality of service delivered by center representatives.
• Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
• Offered help desk support and technical advice to maximize customers' operational performance.
• Resolved customer inquiries, complaints and issues providing insightful solutions.
• Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
• Shared insights with management regarding member inquiries, concerns and complaints.
• Placed outbound calls to existing members, offering additional consultation on products and services.
• Navigated multiple systems to identify source of issue.

Handled escalated callers to reach positive outcomes.