Asia Ismael

• 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.
• Provide customer support for all customers, external and internal
• Responsible for registering prospective buyers, verifying documents meet IAA requirements and applicable state laws
• Responsible for online setup to allow buyers to participate in online bidding
• Reviewing accounts set up at branches to ensure accuracy and compliance with IAA requirements and applicable state laws
• Answer customer inquiries originated via phone call, online chat, or e-mail, and offer resolutions; with the objective being "one contact resolution"
• Act as liaison between customers and branches

If language support, translate for branches, dispatch centers, and sister companies when called upon to do so

• Acted as a liaison, providing product/service information, answering questions, and resolving emerging customer account problems with accuracy and efficiency.
• Listen to customer concerns, answer questions, and provide information about the company's products and services.
• Responsible for responding to customer inquiries via telephone, email, and chat.
• Documenting inquiries and resolutions, and escalating issues to the appropriate department or person.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Handle customer inquiries via phone, email, and chat
• Provide technical support and troubleshooting for Apple products
• Resolve customer issues and complaints with empathy and efficiency
• Educate customers on Apple products, services, and features
• Document and track customer interactions in the CRM system
• Collaborate with other teams to escalate and resolve complex issues
• Stay up-to-date with product knowledge and company policies
• Contribute to the continuous improvement of the customer service experience

• Guide and educate callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries;
• Respond to incoming calls from our customers on issues related to benefit eligibility questions and prescription status inquiries;
• Identify issues and communicate solutions and steps to customers, pharmacies and physicians with prescription orders and reorders;
• Ask appropriate questions and listen actively while documenting required information in computer systems;
• Make outbound calls to customers on prescription orders and payment issues
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.