Bernadette Watkins

I managed high-volume calls from medical providers, addressing insurance
inquiries, claims disputes, and payment resolutions. I provided accurate
policy information and coordinated with departments for timely issue
resolution. I also enhanced communication for better coverage and claims
understanding.
Key Achievements:
* Enhanced customer satisfaction by resolving 95% of provider inquiries on
the first call, reducing the need for follow-ups.
* Achieved perfect attendance for 18 consecutive months, demonstrating
consistent reliability
* Facilitated the resolution of claims disputes, achieving an increase in
on-time payments through proactive communication with internal departments.
* Improved the accuracy of policy information provided to members, leading
to a reduction in follow-up inquiries.
* Fostered stronger relationships between providers and insurance
companies, resulting in an improvement in claim processing efficiency.
* Obtained Life Insurance License, expanding expertise in insurance
policies and regulations.

Managed digital shopping inquiries, inventory, and order fulfillment for
timely, accurate shipments. Monitored substitutions, provided personalized recommendations, and suggested suitable replacements. Enhanced customer
communication to improve overall shopping experiences.
* Increased customer satisfaction by resolving 90% of digital inquiries
within the first interaction.
* Improved order accuracy through meticulous inventory management and
proactive communication about product substitutions.
* Boosted sales through effective upselling and cross-selling using
personalized recommendations.
* Reduced delivery delays by 30% by streamlining order preparation and
fulfillment processes.

In this role, I organized electronic files and documents for efficient
retrieval, ensuring confidentiality of sensitive information. I streamlined
data entry with software tools like Excel and Word. Maintained strong
attendance, demonstrating reliability.
Key Achievements:
* Improved document retrieval time through systematic organization of
electronic files.
* Streamlined operations by managing up to 150 calls daily, maintaining an
average response time of under 60 seconds.
* Enhanced data entry accuracy by optimizing processes with specialized
software.
* Ensured compliance with company privacy policies, maintaining
confidentiality of sensitive information.
* Adapted to a remote work environment while organizing electronic files
and documents, ensuring confidentiality and efficiency.

Here, I delivered mail and parcels to homes and businesses, assisting
customers with shipping questions and inquiries. I maintained system records
using portable devices to scan deliveries and ensured consistent service
despite weather conditions. I also collaborated with fellow carriers to
cover additional routes and maintain workload efficiency.
Key Achievements:
* Delivered over 500 packages weekly with a 90% on-time rate, regardless of
weather conditions.
* Improved customer satisfaction by resolving inquiries during the first
interaction.
* Increased route coverage efficiency through collaboration with fellow
carriers on additional routes.
* Maintained 100% accurate delivery records by consistently scanning items
with portable devices.

As the Technical Support Representative, I provided remote technical support
to customers, troubleshooting issues with video, internet, VoIP services,
and email setups. I assisted customers in understanding bills and addressing
general inquiries. I resolved software and hardware problems using effective
troubleshooting techniques. Also, I participated in special projects for
skill development and lead queue management.
Key Achievement:
* Resolved 85% of technical issues on the first contact, leading to a 25%
increase in customer satisfaction.
* Improved troubleshooting efficiency through expertise in systems like
Groupwise, Boost, Cable cards, and Pactolus.
* Increased sales while processing orders during customer support
interactions.
* Selected for special projects, demonstrating strong skills in advanced
support and leadership tasks.