Joshua Rieves

• Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
• Participated in ongoing professional development initiatives to stay informed on industry trends and best practices for customer service delivery.
• Contributed to positive company reviews by delivering exceptional support experiences to clients.
• Handled escalated customer concerns, achieving high levels of resolution and satisfaction.
• Efficient in programs such as ( Admin Portal, Slack, Zoom, Sales Force, Advent, Ring Central, Confluence, Jira Software, Log Rocket, and Google ( Calander, Docs, Mail, and Sheets)
• ●I facilitated successful transitions between various stages of care by closely monitoringprogress and adapting case plans as needed.
• ●I maintained accurate documentation on all cases, ensuring compliance with regulationsand confidentiality requirements.
• ●I enhanced communication between clients and providers through consistent follow-upsand progress updates.I am self-motivated, with a strong sense of personal responsibility.
• ●I worked effectively in fast-paced environments.
• ●Proven ability to learn quickly and adapt to new situations.
• ●I am skilled at working independently and collaboratively in a team environment.
• ●Diligently maintain customer awareness when moving Jira tickets to completion.
• ●Dependable for new projects, successful in maintaining goal excellence.

• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
• Helped a large volume of customers daily with a positive attitude and focused on customer satisfaction.
• Demonstrated high attention to detail, organization, and managing multiple tasks and projects simultaneously.

New Case Management

• Life and Annuity products (call center, customer service, operations, claims etc.)
• Strong written and verbal communication skills
• Attention to detail
• Ability to meet established deadlines

Social Media Administrator

• Utilized Khoros system and assigned social media posts to respond to and support our membership with requests
• Knowledge of Medicare and Medicaid services
• Verifying benefits, authorizations, documents, ect.
• Efficient Chat services including Emails, Social Media, and Company Web Services

• Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
• Delivered exceptional service by promptly responding to client inquiries through phone, email, and chat platforms.
• Recognized as an integral part of achieving the department''s highest levels of client satisfaction scores quarter after quarter.
• Ensured compliance with company policies and industry regulations during all interactions with clients.
• Streamlined client onboarding processes for improved efficiency and overall experience.
• Coordinated with other departments to resolve complex issues efficiently and effectively for clients.
• Reduced average call handling time with effective problem-solving strategies.
• Provided comprehensive product information to clients, assisting them in making informed decisions about their purchases.
• Demonstrated unwavering commitment to protecting client privacy and maintaining the confidentiality of sensitive information.
• Assisted in the development of internal training materials aimed at improving Client Care Representative skills and knowledge base.
• Delivering Laboratory results swiftly, and urgently, with complete accuracy.
• Upholding 100% confidentiality for PHI and reassuring the laws of HIPPA are kept.
• Ensuring continuous client satisfaction and retention by providing the highest level of customer service and immediately acknowledging and greeting all clients upon answer with a personable and professional approach.
• Maintaining updated knowledge of medical terms, tests, and diagnoses.
• Daily utilizing multiple programs simultaneously with swift proficiency (QLS, ADT, Qknow, Microsoft suite, etc.)

• Resolved customers' questions by answering inbound calls, emails and texts.
• Collaborated with team members to achieve departmental goals and maintain high performance standards.
• Maintained professional demeanor under pressure, consistently providing top-notch support during peak periods or challenging situations.
• Assisted customers in navigating online platforms for self-service options, promoting digital adoption.
• Create, Edit, and provide information to clients on cases.
• Update Policy with first notice of death.
• Explain and send out appropriate claims forms.
• Explain IRA selections and Life insurance selected.
• Research and reach out to the beneficiary of claims to complete the next steps.
• Uphold delicate document protocol to the highest standards.

• Maintained up-to-date knowledge of best practices in advocacy work, sharing insights with colleagues as needed.
• Increased public awareness of advocacy issues through engaging presentations and workshops.
• Led teams focused on specific advocacy issues, fostering collaboration and cohesive strategies among team members.
• Developed comprehensive training materials for new staff members, ensuring consistency in program delivery.
• Built strong relationships with community partners to advance collaborative projects and initiatives.
• High data entry proficiency.
• One-call resolution through listening and responding to needs.
• Disciplined time management approach to de-escalating calls.
• Enter authorizations or make updates to authorizations received via phone, fax, census, or other channels.High data entry proficiency.
• One-call resolution through listening and responding to needs.
• Disciplined time management approach to de-escalating calls.
• Enter authorizations or make updates to authorizations received via phone, fax, census, or other channels.