KAJO KALASSA

• Conduct stay and exit interviews in French and English through inbound and outbound calls.

• Utilize active listening, empathy, and cultural sensitivity to provide a personalized and professional experience.

• Deliver exceptional customer service with attention to detail and prompt resolution of concerns.

• Gather and deliver actionable feedback to enhance organizational retention strategies.

• Proficient in conflict resolution, data collection, and reporting.

• Maintain confidentiality and foster trust with clients and employees.

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• Providing assistance to Pandora jewelry members in regards to existing and received orders in well spoken French and English via phone call and Chat
• Assist members with warranty replacement and gift card or product inquiries while also navigating the online web portal
• Assist members in processing claims for returns and refunds
• Participate in projects (sending emails, issuing manual refunds)

• Providing assistance to members and providers in regards to claims status, appeals, authorization status, transportation, eligibility and premium inquiries
• Participate in after hour projects (sending letters, id cards, scheduling Transportation trips)
• Assist providers accessing and navigating the online web portal
• Assist members with plan benefits with NY state of health Medicare and Medicaid policies

• Providing assistance to several Medicare and Medicaid members, providers and Humana agents with their questions in regards to enrollment, premiums and their Humana health care benefits
• Participated in the after hour callback project
• Contributing to organization by meeting and exceeding productivity by following company policies and guidelines, and interacting with members b building and keeping and excellent customer service relationship