Ella Willard

• Answer the phone with a friendly greeting to create a positive inbound calling experience for customers.
• Review and process applications for Texas residents applying for government benefits regarding SNAP, TANF, and medical programs.
• Increase the efficiency of call handling by utilizing available resources, such as scripts, FAQs, or knowledge base articles, when assisting customers.
• Resolve complaints to satisfy customers, and encourage future transactions.
• Assists customers in navigating the company website or online portal to facilitate self-service solutions where appropriate.

• Evaluated claims for eligibility and compliance with policy guidelines.
• Processed claim submissions efficiently using proprietary adjudication software.
• Communicated with clients to clarify information and resolve inquiries.
• Streamlined communication channels between stakeholders involved in the claims process, leading to smoother resolution timelines.

• Audit documentation for accuracy and completeness prior to adjudication.

Resolved customer issues efficiently, ensuring high satisfaction rates.

• Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
• Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
• Built trusting relationships with clients through open and honest communication.
• Successfully resolved escalated cases through active listening, empathy, and effective problem-solving techniques.
• Streamlined unresolved queries to upper management for further review.

I worked remotely for the Connecticut Department of Labor.

Assisted with back-end support to customer service agents.

Assisted applicants with pending issues on unemployment claims.

Responded to claimants' inquiries in a timely manner.

Adhered to state and federal policies and regulations.