Camillia Covington

Provide support to members by addressing inquiries, resolving issues, and assisting with benefit information in a timely and professional manner.

Document interactions and follow up to ensure accurate case resolution and member satisfaction.

• Documented and submitted detailed bug reports into tracking system for website and mobile app
• Assisted with IT staff to create user friendly interface and FAQs
• Performed quality assurance tests for resolved platform issues
• Responded to user inquiries experiencing technical issues via chat thru help desk system
• Monitored the statues of issues and provided updates in a timely manner
• Remote

• Review, research, and correct documentation to minimize quality control errors
• Demonstrate an empathetic approach with clients while meeting customer expectations
• Utilize manual and automated calling strategies to locate past due homeowners, contact them, identify their issues, and set up customized payment strategies that cure their delinquencies
• Review documents to ensure that commitment conditions have been properly met and that all necessary information is in line for the closing process
• Provided technical support for online accounts and DocuTech issues
• Remote

• Listened to live and recorded calls to evaluate customer interactions
• Analyzed data from call evaluations to highlight areas of improvement
• Assessed call quality based on predetermined criteria made by company
• Collaborated with learning and development training team for agent performance
• Assisted with multiple queues over various platforms via chat, email and social media
• Remote