Cory Poellnitz

So basically I have a team of 15-30 agents that I had to conduct: Return the works daily, 4-6 coaching daily that lasted 15-20 minutes per agent. Also I had to lead my team in meeting weekly and daily goals/metrics. Meanwhile I had to listen to majority of calls to ensure their following the call script and using their work tools.

So this the position I had before coming a supervisor for the BroadPath Healthcare. During the Provider Services roll I was taking incoming calls from provider's office: Nurses, billing, coding. and some doctors call on their own. I helped them with benefits and eligibility info, assistance with claims status and also help with appealing claims, credentialing, provider portal creations, and finding authorizations and referrals.

In this role I was taking incoming calls from members who are insured through BroadPath. I assist them with rewards points, benefits and eligibility info, finding in network providers, online account issues.

While working for this company I took incoming calls from customers and assisting them with email, internet, and phone issues. I also help setup new modems and wifi extenders. If I couldn't resolve issue over phone, I created ticket for tech to go out to service address.

• Followed up with customers about resolved issues to maintain high standards of customer service.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Escalated complicated customer account issues to supervisors and help desk workers.
• Sought out extra training opportunities to enhance customer relationship management abilities.
• Resolved concerns with products or services to help with retention and drive sales.