Ara Love

Manage and oversee the operations of the customer service Tier 3 team, ensuring the resolution of
complex customer inquiries and complaints.
• Provide hands-on coaching and mentoring to Tier 3 customer service representatives to enhance their
problem-solving skills and customer interaction techniques.
• Evaluate and provide feedback on Tier 3 representative's performance, fostering a culture of continuous
improvement and high-quality service delivery.
• Handling Escalated callers and Abusive callers.

• Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
• Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
• Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.

• Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
• Managed a high volume of benefits-related inquiries, including health, dental, vision, life, disability, and retirement plans.
• Conducted thorough needs assessments to determine appropriate EAP referrals and support services for employees.
• Liaised with external benefits providers to resolve claims issues and ensure accurate administration of plans.
• Educated employees on their benefits options and coached them through enrollment processes.
• Participated in annual open enrollment periods, assisting with communications and employee support.
• Identified trends in employee inquiries and recommended improvements to benefits communications.

• Worked in Tech support, and Customer Care, and trained to work in the fraud department.
• Patience and exceptional listening skills.
• Handled over 80 calls per day to address customer inquiries and concerns.
• Used coordination and planning skills to achieve results according to schedule.
• 3 + years of sales.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Dedication to troubleshooting problems and finding resolution
• Billing
• Learning new Technology
• Ability to collaborate virtually.
• Maintained updated and detailed records of calls in electronic database.
• Asked open-ended questions to determine which products or services would be best fit for customer's needs.

• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 96%
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Developed and updated databases to handle customer data.
• Met customer call guidelines for service levels, handle time and productivity.
• Entered procedure codes and diagnosis codes into medical billing software.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Adhered to strict HIPAA guidelines to protect patient privacy.
• Received, recorded and filed medical payments by check, cash and credit card.
• Registered and verified patient records before triage with most up-to-date information.

• Work From Home
• Handled over 40 calls per day to address customer inquiries and concerns
• Managed team of 5 employees, overseeing hiring, training, and professional growth of employees
• Exceeded goals through effective task prioritization and great work ethic
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
• Developed and implemented performance improvement strategies and plans to promote continuous improvement
• Used coordination and planning skills to achieve results according to schedule
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution
• Remedied issues quickly and within parameters of company-mandated policies and procedures.
• Asked open-ended questions to determine which jobs would best fit individual.