Jamie Margenau

• Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
• Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
• Completed customer applications and updated records to reflect current information or make necessary changes to resolve the issue.
• Processed insurance policy cancellations and renewals .
• Provided exceptional support during annual open enrollment periods, guiding customers through plan selection processes effectively.
• Assisted colleagues in resolving complex cases by sharing knowledge of policies and best practices when needed.
• Enhanced customer experience by accurately addressing and resolving diverse range of insurance queries.
• Assisted clients in understanding coverage options, enhancing overall satisfaction.
• Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Identified and resolved discrepancies and errors in customer accounts.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Managed time efficiently in order to complete all tasks within deadlines.
• Evaluated customer service calls using Quality Now framework, trend-based monitoring,
  Mastery-level competencies, and compliance standards
• Reviewed and scored CSR behaviors, providing actionable feedback to improve call-
  handling and overall customer experience
• Utilized tools such as Verint, NGD, Microsoft Office, and internal platforms to analyze
  trends and document performance patterns
• Prepared clear, concise QA summaries and reports, including privacy incidents and
  service escalations
• Maintained up-to-date knowledge of Line of Business (LOB) updates, policy changes,
  and program requirements
• Mentored newly hired QA Analysts during onboarding, promoting consistency and skill
  development
• Ensured PHI/PII protection and compliance with organizational policies

• Implemented quality assurance measures to ensure compliance with company standards and protocols.
• Enhanced consumer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of consumer interactions and transactions, ensuring accurate documentation.
• Addressed consumer inquiries to ensure satisfaction and foster positive service experience.
• Exhibited high energy and professionalism when dealing with consumers.
• Investigated and resolved consumer inquiries and complaints quickly.
• Delivered prompt service to prioritize consumer needs.
• Responded to consumer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of line of business.

CSR Tenure Nesting Led team of 5 CSR's

• Oversaw and focused on problem solving and expanding knowledge for Tier I CSR's in order to assist consumers with specialized call types and needs
• Developed CSR's and advised them on how to evaluate the call and use their listening skills to understand consumer needs or issues and recommended solutions
• Provide my verbal, interpersonal and strong communication and listening skills for transferred calls from Tier 1 agents
• Active and empathetic listener, with strong work ethics to resolve unforeseen circumstances
• Worked in a professional and courteous manner to de-escalate upset callers that have issues with: enrollments, fraud, 1095-A, special enrollment periods and other issues
• When needed I collaborate with team members and management to resolve complex customer service issues
• Fostered positive costumer service culture within team which led to higher consumers satisfaction rates.
• Worked with dissatisfied consumers , turning potential negative reviews into positive testimonials.

• Used my customer service and listening skills to understand callers needs or frustrations
• Presented health and dental policies available depending on caller's needs
• Managed consumers accounts, ensuring updates and changes were processed efficiently.
• Assisted consumers in navigating company website and plan compare filters to improve overall user experience.
• Improved resolution time with effective problem-solving for consumer complaints.
• Fostered positive customer service culture within team which led to higher customer satisfaction.
• Exhibited high energy and professionalism when dealing with difficult situations.
• Investigated and resolved customer inquiries and complaints quickly.

• Delivered classroom and virtual new-hire training for both Monolingual and Bilingual
  (English/Spanish) Customer Service Representatives across Marketplace and Medicare
  programs.
• Successfully completed all four phases of the Trainer Onboarding program within the
  CCO Training Department, ensuring full readiness to deliver high-quality training
• Facilitated training through platforms such as WebEx and Zoom, providing clear
  instruction, demonstrations, and guided practice to support new hire readiness
• Utilized multiple training systems and applications including Amazon WorkSpaces, VPN
  via OneLogin, and internal Maximus tools to teach system navigation, call procedures,
  and program requirements
• Utilized learning management systems to track participant progress and effectiveness of training materials.
• Assisted with work at home training, oversaw assistance of the floor during nesting
• Assured deliverables and reports were due in a timely manner using time management skills
• Facilitated Quality Now-evaluated CSRs and their understanding of protecting PHI and PII as well as maintaining compliance with Standard Operating Procedures
• Enhanced trainee engagement through interactive workshops and hands-on activities.
• Promoted a culture of continuous learning by advocating for professional development opportunities.

• Work from home 04/20-06/13/20
• Used my customer service and listening skills to understand callers needs or frustrations
• Presented health and dental policies available depending on caller's needs
• Managed consumers accounts, ensuring updates and changes were processed efficiently.
• Assisted consumers in navigating company website and plan compare filters to improve overall user experience.
• Improved resolution time with effective problem-solving for consumer complaints.
• Fostered positive customer service culture within team which led to higher customer satisfaction.
• Exhibited high energy and professionalism when dealing with difficult situations.
• Investigated and resolved customer inquiries and complaints quickly.