Brian Smith

Subject Matter Expert

Ress incoming telephone, digital and written inquiries and advanced administrative operational customer support duties that required independent initiative and judgment

Address customer needs which included complex benefits questions, resolving issues and educating members

Recorded details of inquiries, comments or complaints, transactions or interactions and took action in accordance to it

Escalated, unresolved and pending customer grievances

Regularly exercise discretion and judgment and prioritizing requests and interpreting and adapting procedures, processes and techniques and worked under limited guidance due to previous experience, breadth and depth of knowledge