Irma Chavira

• Managed high call volumes while providing exceptional customer support.
• 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.
• Managed high call volumes of 70-90 calls while providing exceptional customer support and maintaining professional composure.
• Understands the sensitivity and importance each call scenario presents and handles difficult situations diplomatically and with a professional demeanor
• Actively listens to understand the perspective of others
• Proactively identifies and pursues resolution of issues affecting customer service
• Receive, document, confirm, and resolve/route member, broker, and customer service issues to the appropriate cross-functional team for resolution
• Responds to incoming, telephonic, written or email inquiries from customers or providers regarding eligibility, benefits, claim status/issues, policies & procedures, reimbursement, claims filing and/or appeals/grievances
• May leverage service resources to effectively warm transfer calls to the appropriate areas.
• Meets or exceeds standards for accessibility, responsiveness, reliability and professionalism
• Meets or exceeds standard for productivity, quality, timeliness and accessibility
• Independently manages inquiry caseload to resolve inquiries in a timely, high-quality manner
• Contributes to high levels of member and client satisfaction by exhibiting timely response to questions or issues, well developed communication skills and analytical approach to problem solving.

• Conducted employee training sessions focused on customer care procedures.

• Communicated with customers regarding account services, statements, and balances.
• Maintained and managed customer files and databases.
• Route calls, emails, and tickets to appropriate back office individuals and groups as needed
• Identify and escalate priority issues
• Helped large volume over 80+ calls every day with positive attitude and focus on customer satisfaction.

• Utilizing the phone to communication and via email to communicate with customers for load information
• Adding to spreadsheet as needed for loads
• Using client portals to price loads updating gas mileage percentage per week
• Prepared financial invoices with QuickBooks.