Brittany Hyder

• Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
• Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
• Observed strict procedures to maintain data and plan participant confidentiality.
• Enhanced understanding of benefit offerings with effective communication materials and presentations.
• Streamlined benefits administration processes for improved efficiency and reduced errors.
• Resolved member complaints with empathy, resulting in increased loyalty and repeat business.
• Managed approximately 60 incoming calls, emails and faxes per day from customers.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Developed strong product knowledge to provide informed recommendations based on individual member needs.
• Maintained detailed records of member interactions, ensuring proper follow-up and resolution of issues.
• Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
• Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
• Ensured compliance with state regulations regarding health insurance policies, diligently monitoring updates to laws and guidelines.
• Expedited customer issue resolution with thorough knowledge of health insurance policies, procedures, and regulations.
• Increased efficiency in policy renewals, implementing an automated reminder system for clients nearing expiration dates.
• Conducted comprehensive policy reviews for clients seeking coverage adjustments or enhancements.
• Streamlined claim processing for quicker reimbursements, implementing a digital documentation system.
• Boosted sales performance through effective cross-selling of additional insurance products.
• Enhanced customer satisfaction by efficiently resolving health insurance claims and inquiries.

• Built strong relationships with clients through exceptional communication and personalized service.
• Organized trips for individual, family and business travelers.
• Worked closely with clients to understand unique needs and meet specific travel desires.
• Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
• Client Consultation & Service: Advise VIP and corporate clients, providing expert advice, fulfilling needs, and selling additional services.
• Travel Arrangements: Book and arrange complex domestic and international travel, including flights, accommodations, car rentals, and rail.
• Communication: Use phone, email, chat, and back-office systems to communicate with clients and suppliers.
• Policy Adherence: Ensure all travel arrangements comply with company travel policies and procedures.
• Problem Solving: Resolve customer issues independently and quickly, often involving suppliers.
• Teamwork: Collaborate with colleagues and work toward team and account-specific goals, such as customer satisfaction and adherence to service metrics.

Systems & Tools Used

• GDS (Global Distribution Systems): Native expertise in Sabre is required for flight and travel bookings.
• Communication Tools: Systems for phone, email, chat, and internal messaging.
• Office Suite: Proficiency in Microsoft Office applications.
• Back Office Systems: Tools used for internal operations and client management.
• Industry Knowledge: Deep understanding of the travel industry, including business and leisure travel, air reservations, and supplier relationships.
• Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
• Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
• Collected, handled and documented payments for travel services and associated feels.
• Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
• Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
• Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.

• - Managed inbound calls efficiently in a fast-paced environment, ensuring accurate information handling for diverse customer needs related to eligibility and coverage queries.
• - Demonstrated problem-solving skills by assisting customers with account issues using various software tools while maintaining attention to detail.
• - Developed multitasking abilities through managing multiple priorities remotely, contributing to efficient operations.
• Managed approximately 100 plus incoming calls, emails and faxes per day from customers.

• - Assisted members over the phone with product-related inquiries; utilized proficient typing skills for accurate data entry into member records relevant for managing medication requests.
• - Conducted outbound calls demonstrating cultural sensitivity when interacting with diverse clientele regarding status updates on their requests.
• - Ensured clear follow-up on unresolved issues promptly and escalated them appropriately when necessary.
• Managed approximately 60 incoming calls, emails and faxes per day from customers.

• - Provided technical support via phone for IT establishments; demonstrated proficiency in troubleshooting systems akin to reviewing provider documentation accurately.
• - Maintained confidentiality of client data according to company standards while documenting issues using ticketing systems similar to database entry tasks required for prior authorizations.
• - Enhanced communication skills by explaining complex details simply and resolving concerns empathetically.
• Managed approximately 100 plus incoming calls, emails and faxes per day from customers.