GUY FENELON

• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Customized support strategies for high-priority clients to ensure their specific needs were met.
• Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
• Input order information into system and updated customer accounts to document and track customer orders.
• Maintained a high level of accuracy while entering orders into the system, ensuring proper billing and shipping information.
• Coordinated with sales teams to resolve discrepancies, resulting in fewer errors and delays.
• Improved warehouse efficiency by providing clear and concise instructions for pickers and packers.

• Demonstrated excellent customer service skills while assisting diverse populations with various needs related to Medicaid benefits.
• Assisted clients in understanding their Medicaid benefits, explaining complex regulations and policies with clarity.
• Conducted thorough reviews of eligibility documentation, maintaining compliance with state and federal guidelines.
• Processed Medicaid applications accurately, ensuring timely access to healthcare services for eligible members.
• Handled sensitive client information with discretion, adhering to HIPAA privacy regulations at all times.
• Utilized various software programs to process customer payments.
• Negotiated payment plans for applicants with outstanding medical debts, achieving mutually beneficial arrangements that satisfied both parties'' needs.

• Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage plans.
• Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained strict confidentiality of member information, adhering to HIPAA guidelines and company privacy policies.
• Assisted members in understanding complex Medicare policies, guiding them through the enrollment process stepbystep.
• Scheduled appointments with applicants to gather information and explain benefits processes.

• Assisted customers with account updates and plan
• Reduced loan delinquency with consistent follow-ups and personalized payment plan negotiations.
• changes to optimize their satisfaction and loyalty.
• Collected on delinquent accounts to reduce overdue balances.
  Prepared and submitted legal documents to initiate court proceedings.
• Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
• Negotiated payment plans with customers to prevent accounts from entering collections.
• Educated borrowers on available financial assistance programs, guiding them towards suitable options for their specific needs.
• Developed strong relationships with borrowers to facilitate open communication, trust, and successful loan repayments.

• Provided remote support for customers, guiding them through the resolution process stepbystep.
• Configured hardware, devices, and software to set up work stations for employees.
• Resolved technical issues for customers through remote assistance and on-site troubleshooting.
• Diagnosed and troubleshot hardware, software and network issues.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Patched software and installed new versions to eliminate security problems and protect data.

Negotiated contract renewals, securing continued business partnerships with satisfied clients.

Conducted regular account reviews, addressing concerns and presenting solutions to retain customers

Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.

Followed up with customers about resolved issues to maintain high standards of customer service.

Exceeded monthly retention targets consistently by building rapport and trust with clients during interactions.
Implemented tactics to minimize cancellations by proactively identifying potential issues and offering solutions.
Handled customer escalations effectively, resolving concerns promptly and professionally.
Educated customers about billing, payment processing and support policies and procedure