JOCELYN EAGLETON

· Accurately and professionally conducting WOTC eligibility screenings for clients new hires over the phone.

· Answer inbound calls with friendly greeting to create positive inbound calling experience for customers.

· Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

· Investigated and resolved customer inquiries and complaints effectively to ensure client satisfaction.

· Facilitated communication between customers and other departments to facilitate resolution

· Providing clients with clear instructions on completing all forms to ensure a high rate of successful returns within the time frame.

· Maintained strict adherence to data protection regulations when handling customer information, always ensuring confidentiality and security.

· Achieved monthly performance goals consistently for call monitors and adherence contributing to the success of the call center operations.

· Perform data entry services for the company keying in the information received on forms into the system in timely and accurate manner.

· Assisted other departments with special projects as needed during peak periods, showcasing adaptability and versatility across various tasks.

· Participated in ongoing training and development, staying current on company policies and procedures to deliver accurate information to customers.

· Contributed to process improvements within the team by suggesting innovative solutions that led to enhanced workflows and better results.

• Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
• Completed data entry tasks with accuracy and efficiency.
• Review and process client forms through a multi-channel contact (Outgoing phone calls, IVR, mail, and faxes) in accordance with company policies and procedures.
• Import client information through SMS system and excel spreadsheet; keeping current and updated information in order to effectively answer customer inquiries in a timely manner Listens and respond promptly and accurately to client inquiries, issues, and requests via phone and mail, in an efficient manner.
• Conduct web research necessary to locate a client for further research.
• Perform verification of client information for submission of sensitive documents, photocopying materials, opening, sorting and processing incoming mail and faxes for distribution.
• Requested medical records from hospitals, physicians, and other institutions.
• Processed and review medical records authorizations for completeness.
• Reviewed Pathology cancer staging forms and Biopsy reports for malignancy confirmation.
• Correspond with Participant and medical facilities about me.

• Greet customers and handle their inquiries or direct them to the appropriate persons according to their needs.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Answer telephones, direct calls, and take messages.
• Schedule and confirm appointments for clients, customers, or supervisors.
• Complete manage calendars, and arrange appointments.
• Compile, copy, sort, and file records of business transactions.
• Review files, records, and other documents to obtain information to respond to requests.
• Inventory and order materials, supplies, and services.