Indiana Lovelace

• Responds to requests for assistance and/or possible processing of applications/cases.
• Kept business, customer, and financial records current and accurate to stay on top of changing information and avoid lost data.
• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

• Experience with scheduling reservations for all clients handling customer service questions assisting with resolving client complaints communicating with dispatch to locate drivers.
• Respond to questions, provide information, while meeting or exceeding customer expectation.
• De-escalating customers who are upset with their experience and ensure that we explore all options to satisfy their needs
• Ensured accurate client information was entered into the reservation system quickly and error-free, reducing data-entry mistakes.
• Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.

• Performed data entry for customer information
• Managed client records
• Responded to claim inquiries
• Created applications
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Assisted customers with Spanish-language inquiries in a timely and professional manner.
• Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
• Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.

Assisted with providing customer service to individuals seeking Reemployment Assistance (unemployment benefits). This includes answering general inquiries, assisting with claim processing, and providing information about program requirements and eligibility.

• Expedited claims processing by efficiently navigating through various computer systems and databases for accurate data entry.
• Assisted clients with completion of applications and paperwork.
• Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
• Managed high call volume while maintaining composure, professionalism, and accuracy when assisting claimants.