Kaylah Robinson

Expertise in Member Support:

• Provided exceptional support to over 3000 members annually via phone, chat, and email, helping them navigate their health benefits and locate appropriate healthcare providers.
• Achieved a 95% member satisfaction rate by delivering comprehensive education and personalized guidance.

Operational Excellence:

• Maintained meticulous records within Zendesk and G Suite, ensuring accuracy and efficiency in tracking member interactions and resolutions.
• Developed and suggested best practices for handling inquiries, leading to a 15% reduction in response times.

Feedback and Improvement:

• Actively relayed member feedback to the product and operations teams, contributing to 10+ enhancements in service features and user experience.
• Triaged and escalated complex cases, ensuring timely intervention for urgent care needs, improving member outcomes by 20%.
  

Knowledge and Compliance:

• Stayed abreast of employer health benefits and insurance policies, ensuring accurate and compliant information dissemination.
• Conducted training sessions for new hires, boosting team productivity and service quality by 25%.
  

High-Quality Member Interaction:

• Assisted 2500+ members annually through various communication channels, ensuring clarity and satisfaction in their healthcare journey.
• Maintained a calm and empathetic approach, resolving 98% of issues on first contact.

Digital Organization:

• Streamlined support processes by optimizing the use of Zendesk and G Suite tools, reducing case resolution times by 18%.
• Implemented a tagging system for common inquiries, improving the efficiency of response retrieval by 30%.

Continuous Improvement:

• Collected and analyzed member feedback, presenting actionable insights to the management team that led to a 12% increase in overall service satisfaction.
• Proactively identified areas for process improvements, contributing to a 20% increase in team efficiency.

Health Benefits Expertise:

• Maintained detailed knowledge of health insurance plans and benefits, ensuring accurate and helpful guidance for members.
• Assisted in the development of a comprehensive FAQ resource, reducing repetitive inquiries by 15%.
  
  

Member Assistance:

• Provided support to 2000+ members each year, addressing their healthcare queries with accuracy and empathy.
• Achieved a 90% member retention rate through exceptional service delivery.

Platform Proficiency:

• Utilized customer service platforms, including Zendesk, to manage and resolve member inquiries efficiently.
• Enhanced the member database accuracy by 10% through diligent data entry and verification.

Team Collaboration:

• Worked closely with product and operations teams to relay member feedback, resulting in 5+ key product improvements.
• Assisted in the onboarding and training of new team members, contributing to a cohesive and knowledgeable support team.

Process Orientation:

• Developed and maintained a high level of digital organization, ensuring seamless access to member information and service history.
• Proposed and implemented workflow improvements that boosted overall team productivity by 15%.