Christine Ogles

Process calls while providing exceptional

customer service, Creating/Updating cases with consumer comments

and questions, Creating/Updating/Deleting shop orders, Investigating

potential fraud, Merging duplicated information to ensure accuracy,

Communicating via Emails, Ratings and Live Chat, Mentoring with new

employees, Collaborating with other departments to confirm

appropriate solutions.

• Delivered coaching to existing staff on current processes and on process improvements and system changes
• Responsible for assisting with development of job aides, completed quality audits, and delivered training
• Assisted in writing material for new training programs; reviewed, evaluated, and modified existing and proposed programs
• Planned and participated in training sessions to assess calibration techniques used to evaluate trainings
• Audited functional areas and provided recommendations for improving systems, processes, and procedures
• Provided upper management with feedback regarding QA/QI processes, tools, and systems.

• Conducted in-depth interviews to determine the financial eligibility of low-income clients for various aid programs like: Medicaid benefits, SNAP, TANF, and Healthy Indiana Plan (HIP)
• Reviewed eligibility of clients for ongoing services
• Maintained compliance with policies outlined by state, local, and federal regulations
• Maintained client confidentiality and followed all HIPPA laws
• Answered all customer service questions and inquiries via email, mail, and phone in a professional manner
• Maintained accurate reporting to superiors
• Operated a computer using various programs like Indiana Client Eligibility System (ICES), to include operation, maintenance, and troubleshooting to perform job duties.

• Answered high-volume inbound calls in a professional manner
• Followed up on customer inquiries that were not immediately resolved
• Provided customers with product and services information
• Resolved all customer inquiries and complaints in a professional manner, even if other departments needed to be contacted to trouble shoot and/resolve issues
• Identified issues, and helped resolve in a timely manner
• Turned around tense situations with irate customers into positive outcomes
• Processed payments over the phone.