Jheri Booker

• Facilitated comprehensive training and onboarding programs to ensure smooth transitions for new employees.
• Executed generation and analysis of daily team reports.
• Engaged with upper management daily to align on business needs and strategic objectives.
• Analyzed and reported on agent productivity metrics to enhance operational efficiency.
• Evaluated agent calls and provided constructive feedback to enhance performance.
• Managed escalated calls to resolve complex customer issues effectively.
• Coordinated and led team meetings to align project goals and objectives.
• Generated Excel reports analyzing adherence, attendance, quality scores, and monthly team statistics.

• Managed access to SSP/DOPS and account-specific data through Computershare intranet. Oversaw validation and identification of accounts to enhance operational efficiency.
• Facilitated successful share sales for shareholders by providing essential information. Clarified processing fees to optimize shareholder transactions. Optimized weighted average pricing strategies to enhance shareholder value.
• Communicated document-specific requirements to representatives and third parties to facilitate account activity completion.
• Monitored stock trading platforms to provide daily share price updates to shareholders.
• Facilitated submission of research requests and escalations. Supported teams in addressing research inquiries and escalations. Assisted in managing research requests and escalation processes.
• Facilitated proxy representation for funds, empowering shareholders to participate in voting during shareholder meetings.
• Facilitated accurate information dissemination to shareholders regarding tender offers by utilizing prospectus documents and fund materials.
• Excelled as #1 ranked agent, leading to promotion to team lead role.

• Managed database requests to support customer order processes, including new account establishment. Oversaw the provision of customer pricing and quality documentation to meet operational needs. Coordinated the preparation of export documents and certificates to comply with regulations.
• Facilitated processing of credit rebills and returns to ensure customer satisfaction.
• Comply with all Company, Departmental, and applicable Quality System work instructions, procedures and policies.
• Oversaw management of short supply situations, backorders, and manual allocations to ensure operational continuity.
• Processed and organized requests for specialized products requiring unique handling. Assisted in crafting precise prompts and providing suitable responses to customer inquiries.
• Addressed service complaints, ensuring resolution aligned with company guidelines.

- Resolve customer/shopper complaints via phone, email, or chat
- Verify customer/shopper account information.
- Cancel or upgrade accounts.
- Assist with placement of orders, refunds, or exchanges
- Submit Shopper payments and reimbursements
- Resolve Escalated shopper or customer request

- Comply to adherence and ensure to meet set call metrics and quality standards

Achieved successful resolution of customer inquiries through comprehensive research on claims and effective coordination of information across departments.

Enhanced customer satisfaction by collaborating with internal teams to swiftly resolve inquiries.

Resolved customer service issues by authorizing timely adjustments to billing and claims submissions.

Clarified member coverage levels and identified allowable procedures in partnership with dental office personnel, effectively resolving billing issues.

Promoted a positive image of Delta Dental by maintaining strong relationships with dental office staff.

Provided clear and informative communication to subscribers and purchasers through well-composed written correspondence addressing inquiries and clarifying benefits.