Ashley Balderas

Supports members with personal insurance needs by providing quotes and establishing new policies.

• Adjusts premiums and resolved billing or payment issues to enhance member satisfaction.
• Listens to member concerns to deliver tailored advice and effective solutions.
• Troubleshot complex issues efficiently, minimizing transfers and escalations.
• Maintains focus in a fast-paced environment while managing multiple systems and programs.

Builds positive, professional relationships with members through active engagement.

• Ensures compliance with policies by identifying and managing business risks effectively.

Streamlines processes to facilitate smooth operations and improve service delivery.

Currently on the Live Chat team, was previously on phones- both involve same technical and compliance.

• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Trained on phones, email, chat and back office work loads.