Anna Golfo

After working on Wyndham Hotel and CITI, Eyemed called me back around July 2020, and I have been there ever since.

• Providing insured members with in-network locations and benefits for both commercial and Medicare/Medicaid plans
• Assisting local service providers in understanding member benefits and claims for both Commercial and Medicare/Medicaid plans.
• Receiving escalation customer calls when the caller requests to speak to someone else, and/or a supervisor.

After working on the Wyndham Hotel project, I was off work for about a month, from April 2020 to May 2020. I was called back to work on CITI, where I,

• Answered calls from CITI credit card members requesting statements.
• Reconciled charges, refunds, and informed the customer of the correct balance on the CITI card.
• Processed payments.

At the height of COVID, Eyemed closed as there were not many patients setting exam appointments. I was temporarily transferred to Wyndham Hotels, where I set, changed, and canceled hotel reservations for essential workers.

• Supported caller requesting store-specific information such as locations/phone number and set appointments for water heaters, HVAC and windows, roofing and siding consultations
• Executed outbound calls scheduling/confirming/rescheduling appointments using Lead Management System
• Assigned outbound calls for windows/roofing/siding consultations
• Ensured all lines of business were staffed to meet client metrics
• Utilized Intraday to determine agent movement across all lines of business
• Adjusted breaks and lunches to meet client metrics

• Successfully assisted customer concerns via one-call resolution
• Handled internet and phone-related issues
• Supplied technical support for computer-related parts and issues

• Promoted to Offline Line Agent
• Assisted callers with device programming and technical issues
• Processed orders and answered emails for the duration of the project