Brittany Sanders

Provide professional, resourceful, and empathetic support to callers, handling inquiries related to benefits and eligibility. Assess eligibility by reviewing client information against established program requirements. Researched inquiries using available resources, ensuring efficient call routing to appropriate departments or personnel. Manage multiple tasks simultaneously, remaining calm under pressure during peak call volumes or challenging interactions. Applied effective de-escalation techniques during challenging interactions. Escalate complex or high-priority cases to management or specialized teams, conducting thorough follow-ups and providing detailed documentation. Accurately Document call notes, reports, and updates in the Customer Relationship Management (CRM) system. Collected and evaluated relevant data to resolve complaints or inquiries, documenting actions taken with precision. Monitored and reported emerging trends or recurring issues in customer calls, contributing insights for process improvements. Conduct outbound outreach to families or individuals when required, ensuring effective communication and follow-through. Collaborate with internal departments to manage administrative tasks and coordinate efforts to meet customer needs.

Provided professional, resourceful, and empathetic support to callers, addressing inquiries related to benefits and eligibility to enhance customer satisfaction. Assess eligibility by reviewing client information against established program requirements. Research inquiries using available resources, ensuring calls are routed to the appropriate departments or personnel. Managed multiple tasks simultaneously, maintained composure under pressure during peak call volumes or challenging interactions, and applied effective de-escalation techniques to resolve issues. Escalate complex or high-priority cases to management or specialized teams, conducting thorough follow-ups and providing detailed documentation. Accurately Document call notes, reports, and updates in the Customer Relationship Management (CRM) system. Collect and evaluate relevant data to resolve complaints or inquiries, ensuring all actions taken are recorded with precision. Monitored and reported emerging trends or recurring issues in customer calls to drive informed process improvements. Conduct outbound outreach to families or individuals, ensuring effective communication and follow-through. Collaborate with internal departments to manage administrative tasks and coordinate efforts to meet customer needs.

Maintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries. Communicating with customers through various channels. Acknowledging and resolving customer complaints. Maintained in-depth knowledge of product features and benefits. inside and out so that you can answer questions. Processing orders, forms, applications, and requests. Keeping records of customer interactions, transactions, comments, and complaints. Communicated and coordinated with colleagues. Providing feedback on the efficiency of the customer service process. Managed a team of junior customer service representatives. Ensure customer satisfaction and provide professional customer support.

Answered telephone calls using an automated system, responding to member questions about medical insurance and forwarding calls to appropriate personnel as needed.

Research member calls/inquiries and responds to appropriate parties in accordance with service level agreements (SLAs).

Documented calls in a customer relationship management (CRM) ticketing solution, resolved member requests/inquiries, and updated CRM history with inquiry results and proper documentation.

Interfaces with team personnel, management, and customers in reference to customer service issues.

Facilitated outbound calls to members, ensuring prompt communication regarding their needs and addressing any inquiries. to members based on customer requests.