Ann Erblich

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Assisted with pilot program for Chat service for Member services.
• Making sure that Hipaa and CMS guidelines are being followed.

Assisted borrowers with information on student loans, programs and assistance.

Inbound support for any questions.

Assisted with making sure that the Department of Education rules and guidelines are being followed.

Inbound member service support.

Did a pilot for repeat callers which were accounts that had been having multiple issues.

Did tier 2 support to assist tier one agents with processes and policies.

Service navigator: Outbound support for member with multiple issues, authorizations, hospitalizations.

Navigate4me: Assisted member with setting up and completely preventative care opportunities to align with CMS guidelines.

• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Monitored workflow to improve employee time management and increase productivity.
• Achieved results by working with staff to meet established targets.
• Coached agents weekly to go over metrics, quality, attendance and any other policies that needed attention.
• Graded and did quality evaluations for all agents 2 times weekly.