Kesha Nelson

Resolved customer inquiries by phone regarding account details, ensuring clarity and satisfaction.

Entered updated information during interaction.

Looked up information to complete requests and provide updates.

Reviewed details to catch any missing or incorrect information.

Investigated and resolved complex issues.

Escalated customer complaints and high-level disputes.

Assisted with formal appeals and prior authorization.

Assisted customers with questions, solved problems, processed transactions, all over the phone.

Resolved complaints and escalated complex complaints to a manager.

Documented customer interactions, updated data and filed daily reports.

Guide a team, manage workflow, keep productivity, direct staff and monitor work quality, solve problems on the job quickly, make sure team is keeping their work schedules and assign daily tasks.

Scheduled appointments for individuals seeking information on the CDC COVID-19 Vaccine Hotline.

Taking inbound calls looking up location that have vaccines on hand and providing the customer with that information.

Reaching out to the location and setting up the appointment for the customer.

Answered inquiries and resolved complaints via phone to enhance customer satisfaction.

Troubleshooting problems.

Offering fair solutions or refunds.

Taking new orders.

Updating account details.

Handling billing and payment tasks.

Responsibility includes but not limited to the ability to navigate through multiple computer applications with the speed and accuracy.

Ability to work with customers to resolve their inquiries.

Provide troubleshooting assistance for online support.

Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.

All high school courses