Jupiter Bennett

• Conducted comprehensive investigations, gathering evidence to support legal proceedings and client needs.
• Developed detailed reports summarizing findings, ensuring clarity and accuracy for client review.

Benefits and Eligibility for Over 65 population:

Evaluates submitted documents to determine eligibility

• Contacts applicants for missing information needed to determine benefit eligibility.
• Review electronic documents to update demographic, Review electronic documents to update demographic and make necessary corrections.
• Responds to member inquiries and provide information regarding eligibility requirements.

Temp EQA Unit Special Project:

• Correcting EQA’S.
• Documenting cases.
• Logging changes into Excel Spreadsheets.

Benefits and Eligibility Specialist Under 65 Population:

Evaluates submitted documents to determine eligibility

• Contacts applicants for missing information needed to determine benefit eligibility.
• Review electronic documents to update demographic, Review electronic documents to update demographic and make necessary corrections.
• Responds to member inquiries and provide information regarding eligibility requirements.

• Accessed multiple databases and investigated customer bases and investigated customer queries and concerns.
• Researched, and resolved account and service problems.
• Provided product information.
• Answered calls, emails, and chats.

• Enhanced communication accessibility by transcribing phone calls for hearing-impaired clients.
• Adapted quickly to new software systems for call transcription, increasing productivity while ensuring accuracy in relaying messages between parties.
• Provided exceptional customer service with empathy and professionalism, addressing client concerns promptly and effectively.
• Improved customer satisfaction by providing timely and accurate relay services to clients.
• Demonstrated strong attention to detail while transcribing calls, ensuring that messages were accurately conveyed between parties without loss of context or meaning.

• Technical troubleshooting of iphones, ipads, and ipods.
• Identified hardware issues caused by component failures using approved diagnostic tools.
• Supported customers having data connectivity issues, assisted with troubleshooting steps and rebooting of hardware to resolve technical issues.
• Maximized customer retention rates through diligent follow-ups, ensuring lasting satisfaction with the company''s products and services.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Mentored associates, fostering a culture of continuous improvement and knowledge sharing within the team.
• Monitored, documented and provided monthly development plans to meet and exceed goals.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
• Developed all process controls and training materials to distribute company wide, and in team meetings.

• Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
• Implemented training programs to maximise team member development and potential.
• Established and maintained performance, quality and service standards for professional customer care.
• Cultivated positive, productive team environments, resolving conflicts quickly.
• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.

• Determined quality department standards, practices, and procedures.
• Directed quality assurance teams, shortened validation turnaround times and reduced customer complaints.
• Implemented new quality assurance and customer service standards.
• Managed vendor relationships to ensure adherence to quality standards in outsourced projects.
• Administered monthly and annual reviews to direct reports to set clear and measurable goals, action plans and follow-up procedures.
• Monitored incoming calls and provided feedback to twenty associates to improve quality of service.