Erienne Reese

• Assist clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.

• Resolve technical problems through effective internal troubleshooting techniques, enhancing the user experience.

• Use ticketing systems, such as Zendesk and Jira, to manage and process support actions and requests.

• Document customer interactions in detail within the case management system, ensuring comprehensive records are maintained for future reference.

• Maintain a high level of accuracy in all email correspondences, ensuring that customers receive clear and concise information to address their inquiries effectively.

• Respond to customer calls and emails to answer questions about products and services.

• Develop strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.

• Spoke with providers-patients to resolve group dental insurance claims and billing issues. Followed up with customers on unresolved issues, when necessary.

• Provided support to customers via phone and email. Utilized multiple software's-such as Jira, Citrix, Microsoft Office.

• Researched and analyzed complex claims to determine next steps and possible outcomes.

• Identified billing errors and made necessary modifications. Entered data in system for claim's processing, when necessary.

• Actively listened to customers, investigated and resolved inquiries-concerns quickly. Updated account information to maintain customer records.

• Educated customers about billing, payment processing, benefit policies and procedures.

Customer Support Team Lead
(January/2018 – May/2020)

• Coached new team members on service techniques and provided scoring through quality assurance program.

• Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.

• Assisted with monitoring daily operations and call metrics using Salesforce CRM to ensure workflow efficiency and service quality.

• Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.

• Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives when needed.

Senior Customer Support Representative
(May/2016 – December/2017)

• Recruited and enrolled students into healthcare programs while supporting virtual student onboarding.

• Managed high volume inbound and outbound calls with prospective students interested in educational programs.

• Coordinated with financial aid to promptly resolve enrollment issues.

• Maintained customer satisfaction with forward-thinking strategies focused on student needs.

• Utilized Salesforce CRM to manage customer interactions and track satisfaction, consistently meeting monthly performance goals.

• Managed a high volume of inbound calls from homeowners that were in need of home repairs. Set appointments for service repairs.

• Connected with customers to address questions and resolve issues through phone and email.

• Clarified customer issues and determined root cause of problems to resolve product or service complaints promptly.

• Enhanced productivity levels by anticipating needs and delivering outstanding support.