Keria Maul

• Provided responses to telephone inquiries in a courteous and professional manner, using pre-scripted responses
• Assisted caller(s) with filling out online applications and submitting them electronically to plan provider for processing
• Completed basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read to the caller

• Accepted 40-50 inbound calls per shift
• Resolved customer inquiries and concerns per client and company policies
• Provided customer support and accurately documented all correspondence with end-user

• Maintained an optimistic and professional tone to deescalate situations.

• Remotely answered incoming communications from customers
• Conducted research to provide answers for customers to resolve their issues
• Used active listening skills to properly understand customer situations
• Ensured first call resolution in a timely and efficient manner

• Empathetically helped customers navigate a variety of post-order issues such as shipping questions, damages, returns, replacements, assembly services, and order notifications
• Handle an estimated 50-60 phone calls per shift
• Analytically solved customer problems in a first contact resolution approach