Diana Smith

• Provide exceptional customer support by handling inbound calls regarding health insurance inquiries, claims, and member benefits.
• Demonstrate deep knowledge of company policies to ensure accurate information and resolutions for members.
• Maintain compliance with HIPAA regulations and ensure data confidentiality.
• Utilize multiple systems to research and resolve member concerns efficiently.
• Consistently meet performance goals in quality, productivity, and customer satisfaction.

• Provide support in drafting court documents such as notices of termination, affidavits of non-payment, and petitions for eviction.
• Maintained accurate records of all eviction cases to ensure proper documentation was available when needed for future reference or dispute resolution measures.
• Ensured compliance with federal, state, and local laws during the eviction process to minimize legal risks for clients.
• Managed high-volume caseloads for timely eviction resolutions, ensuring client satisfaction.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts while taking over 60 calls daily.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests in regards to their billing inquiries and emergency issues.

• Supervise a team of 26 employees of a call center to exceed service expectations.
• Conduct interviews to recruit additional employees.
• Conducted new hire trainings and monitored progress throughout entire on boarding process.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks.