Eleana Mora

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Answered an average of 50 daily calls, emails and faxes, addressing customer inquiries, solving problems and providing product information.
• Developed and implemented strategies for providing excellent customer service experience.
• Conducted regular training sessions for staff on new products services and customer service techniques.
• Monitored phone calls to provide feedback and coaching

-Contact eligible members to schedule in-home routine healthcare services appointments for an assigned patient population

-Perform a variety of administrative, record-keeping and

record-keeping and miscellaneous duties

-Contact eligible members to schedule in-home appointments for kidney and eye exam screenings

-Explain the types of services that are offered and encourage members to schedule an appointment

-Handle customer service inquiries and respond to voicemail and email requests

• Greeted customers and helped with product questions, selections, and purchases.
• Helped customers complete purchases with Health insurance.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Answered questions about store policies and addressed customer concerns.
• Spoke to customers in their native language to increase loyalty and establish relationships.
• Answer more than 60 calls every day