Executive Response Specialist
GEHA
- Current
- Reviewed and analyzed customer complaints to determine root cause of issue.
- Monitored trends in customer inquiries to identify areas of improvement.
- Participated in weekly team meetings to discuss progress on resolution cases.
- Tracked open cases regularly and updated management on progress made towards resolution.
- Utilized effective communication techniques when interacting with customers.
- Used excellent verbal and written skills regarding customer satisfaction levels.
- Communicated effectively with stakeholders such as Executive Management and other Department Team Leads.
- Collaborated with other departments to ensure timely resolution of customer issues.
- Maintained detailed records of all interactions with customers and internal teams.
- Handles Voice of the Customer (VOC) Surveys - Was asked to speak at GEHA all employees meeting in 2022 regarding "a Moment that Mattered" after assisting in reaching escalated member.
