Joy Lenzy

• Facilitated Medicare members' inquiries regarding coverage and benefits.
• Ensured adherence to HIPAA compliance guidelines to safeguard confidential patient and member information.
• Authenticated member identities and accessed accounts to deliver precise plan and policy information.
• Managed inbound call operations, addressing customer inquiries related to Medicare plan enrollment and eligibility.
• Recorded customer interactions and maintained accurate updates in database.
• Managed CRM systems, ensuring data accuracy and integrity.
• Clarified explanations of benefits, deductibles, and coverage options for clients.
• Exhibited professionalism and empathy while addressing members' sensitive health and billing inquiries.

Provided customer service by answer estions about accounts, loans, and bank

services.

Verified customer identities and processe ansactions following bank policies and securi procedures.

• Balanced cash drawer and maintained accurate records at the end of each shift.
• Assisted customers with opening accounts and updating account information.
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ounts, credit cards, and online bank

• Resolved customer issues and ensured positive banking experience.
• Maintained confidentiality of financial information and complied with banking.

• Maintained positive relationships with customers. Showing effective communication skills, resolving 88% of problems encountered.
• Worked from home and successfully achieved an 85% call closure rate (answered vs. transferred) over 11 months consecutively.
• Responded to emails and phone calls within 48 hours regarding billing, account information, and general inquiries.
• Maintained a high level of professionalism when dealing with difficult customers.
• Resolved customer complaints promptly and efficiently.
• Provided excellent customer service to resolve customer complaints in a timely manner.