Karina Russell

Provided feedback on case work utilizing available SOPs and guidance from leadership.

• Participated in team efforts to achieve common goals under the guidance of management.
• Frequently engaged in additional training sessions to enhance skillset and stay informed of current trends.
• Submitted SOP update requests when available information is outdated
• Provide feedback for possible process improvements.

Respond to emails, chats, and phone call requests from our top seller's in a timely and professional manner. Research and resolve item and system issues as quickly as possible.

• Assist team members with investigating and resolving issues.
• Guide sellers through new and improved workflows and test phases.
• Provide feedback regarding best practices and workflows.

Work with cancer patients in home and medical office settings. Communicate with providers about patients health status. Accompany patients to appointments. Make sure schedules are maintained. Monitor patients as needed in home.

• Promote development of healthy lifestyle to meet health and wellness objectives.
• Encourage patients to participate in physical activity to help boost mood and improve overall memory.
• Assist with general household activities, such as cooking, meal preparation and grocery shopping.
• Offer support for client mental and emotional needs to enhance physical outcomes and overall happiness.

Respond to incoming emails in a timely and professional manner. Research and find possible resolution for issues.

• Investigate technical issues using internal, external, and personal experience to complete timely resolutions.
• Evaluate partner account information to assess current issues and determine potential solutions.
• Consult current trends for possible resolution.
• Use multiple programs at once to troubleshoot and resolve issues.
• Escalate cases as needs.

Answer inbound phone calls in a professional and pleasant manner. Listen and ask clarifying questions to completely understand what the member want/need. Research benefits and claims. Send any issues to the correct department to be corrected. Use multiple programs at once.

• Enter customer interaction details in notes to track requests, document problems and record solutions offered.
• Maintain customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.