COURTNEY R. HAMMETT

Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

• Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
• Maintained positive work environment, fostering team collaboration and continuous improvement.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
• Implemented new strategies to reduce average call handling time while maintaining high-quality service.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

• Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants’ financial and personal information
• Streamlined application processing for increased efficiency by implementing a well-organized case management system
• Reduced errors in eligibility decisions with meticulous attention to detail and thorough documentation of applicant information
• Achieved timely resolution of cases, conducting comprehensive reviews and maintaining close communication with applicants
• Collaborated with other specialists to ensure consistent interpretation of Medicaid regulations and policies
• Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly
• Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
• Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.

• Addressed customer inquiries and provided comprehensive assistance regarding insurance policies, coverage, and benefit details
• Resolved billing and payment inquiries and updated customer information accurately in the system
• Maintained customer records and documentation accurately ensuring confidentiality
• Assisted customers with self-service tools to access and manage their insurance accounts
• Conducted thorough investigations of complex claims and provided clear and concise explanations
• Handled escalated customer complaints and deescalated tense situations with an effective resolution.

• Resolved technical issues by troubleshooting equipment, network connectivity, and software configurations
• Handled inbound customer calls assisting customers with billing inquiries, account changes, and service requests
• Documented customer interactions and resolved resolutions accurately into the system
• Identified opportunities for upselling products and services to customers.

• Monitored and controlled store expenses including supplies and inventory shrinkage while maintaining profitability
• Handled customer inquiries, resolved complaints, and addressed any issues or concerns promptly
• Analyzed sales reports and financial data to identify trends and areas for improvement
• Oversaw all aspects of store operations including customer service, inventory management in a high-volume retail environment.

• Assisted management with supervision of associates, by assigning job duties, developing, and communicating goals, teaching, and ensuring policies and procedures, and conducting daily meetings
• Maintained area of responsibility with company policies and procedures by ensuring claims and returns are handled properly
• Made sure the store is zoned, merchandise/supplies are arranged and organized per store requirements
• Provided direction and guidance to associates on customer services approaches and techniques to ensure customer complaints and issues are resolved within company guidelines
• Participated in hiring, recruiting, training, coaching, and evaluation of associates of assigned area
• Evaluated each account for compliance with merchandising standards
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.