KELLY RIJNHOLT

Manage customer conflicts and challenging situations by staying calm and accessing internal knowledge based to develop strategic solutions.

Provide excellent customer service by resolving problems with knowledgeable and friendly service.

Display strong telephone etiquette, effectively handling difficult calls.

Present and explain services to our members to meet their needs.

Enhanced member relationships by providing excellent service during each interaction.

Consult with members regarding their needs and address concerns they may have.

Recently completed an extensive training course for open enrollment to educate and promote the wonderful benefits offered by Centivo.

• Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
• Displayed strong telephone etiquette, effectively handling difficult calls
• Presented and explained services and products to meet member needs
• Enhanced member relationships by providing excellent service during each interaction
• Consulted with customers regarding needs and addressed concerns
• Answered approximately 20-30 phone calls daily and pleasantly welcomed visitors to office
• Supported office needs including taking messages, scanning documents and routing business correspondence
• Maintained business records by updating customer information
• Maintained positive working relationship with fellow staff and management
• Handled requests-for-information, delegating tasks to appropriate employee to optimize customer service
• Directed customer communication to appropriate department personnel and offered information to resolve inquiries, boosting customer satisfaction.

• Greeted visitors or callers daily to handle inquiries or direct to appropriate persons
• Developed administrative processes to achieve organizational objectives and improve office efficiency
• Assisted approximately 65 customers each day with registration questions
• Trained 1-2 new employees each time we needed a replacement in procedures and policies in order to maximize team performance
• Answered 60+ inbound calls per day and directed to designated individuals or departments
• Fielded customer complaints and queries, fast-tracking them for problem resolution
• Upheld privacy and security requirements established by HIPAA regulatory.