Khadijah Gayfield

• Provide exceptional customer support through phone and chat by assisting members with benefits, claims, eligibility, billing, and coverage questions
• Handle high-volume inbound interactions while maintaining quality standards, productivity goals, and strong member satisfaction.
• Assist with onboarding and mentoring team members, providing guidance and peer support to improve performance and service quality.
• Document interactions accurately while maintaining HIPAA compliance and protecting confidential member information.
• Consistently meet or exceed service, quality, and productivity performance metrics in a high-volume environment.

• Managed high-volume customer interactions while delivering exceptional service and maintaining strong satisfaction scores.
• Resolved complex policy and billing issues through effective problem-solving and conflict resolution.
• Collaborated across departments to resolve escalated customer concerns efficiently.
• Educated policyholders on coverage options, discounts, and services to improve customer retention and support.
• Processed policy updates, renewals, cancellations, and account changes accurately and in compliance with company standards.

• Analyzed transaction data to identify patterns indicative of fraudulent activity.
• Developed and implemented strategies for risk mitigation and fraud prevention initiatives.
• Mentored junior analysts on best practices in fraud investigation techniques and tools.
• Conducted in-depth investigations of suspicious transactions, ensuring thorough documentation and reporting.
• Increased customer satisfaction by resolving fraud inquiries promptly and providing clear communication throughout the process.

• Answer customer’s questions about merchandise and advise customers on merchandise selection.
• Itemize and total customer merchandise selection at checkout counter, using cash register, and accept cash or charge card for purchases.
• Stock shelves, racks, cases, bins, and tables with new or transferred merchandise.
• Stamp, attach, or change price tags on merchandise, referring to price list.
• Design and set up advertising signs and displays of merchandise on shelves, counters, or tables to attract customers and promote sales.
• Trained new associates on customer service protocols and operational procedures.

Create and update databases and records for financial information, personnel and other data

Submit reports and prepare proposals and presentations as needed

Coordinate activities throughout the company to ensure efficiency and maintain compliance with company policy

Manage emails, letters, packages, phone calls and other forms of correspondence

Coordinate with other departments to ensure compliance with established policies