Ebony Mills

• Managed and motivated over 200 employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Took over 100 inbound calls to insurance payers for patient medical necessities. Verifying patient eligibility for an Eye injection called Eylea. Demonstrating excellent phone skills and great quality service to our patients.

• Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
• Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
• Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
• Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.

Accurately assesses competition and seeks ways to boost sales and reinforce client brands. Thriving in a team oriented environment, working effectively to increase company goals. Well-versed in directing personnel, creating effective merchandising projects and using sales strategies to boost store sales.

• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
• Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.

• Handled customer inquiries, complaints, billing questions and payment extensions/service request. Calming angry callers and repairing trust. Also located resources for problem resolution. Helped to maintain the company's highest service recognition becoming the "go-to" person for new reps.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

• Trained staff working towards excellent customer service. Overseeing a crew to perform the stores daily task. Processed shipments and claims. Monitoring in-stock and out of stock merchandise. Built and maintained a constructive relationship with peers and higher level management. Balanced the needs of several customers in a fast paced environment.
• Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
• Monitored employee and customer interactions to assess quality of service.
• Managed daily operations to ensure smooth functioning of the support department.