Katia Toussaint
North Scituate,RI
Summary
Proven leader in customer service with a track record of resolving complex issues and driving customer satisfaction ratings to new heights at Tufts Health Plan. Expert in conflict management and communication, consistently achieving over 90% in customer satisfaction. Trained teams to excel in high-pressure environments, leveraging escalation management to enhance service quality.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
Tufts Health Plan
03.2018 - Current
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Engaged clients in person and over phone to answer questions and address complaints.
- Provided quality customer service in a high volume call center, processing transactions, resolving issues, reviewing claims, responding to chats
- Resolved an average of 500 inquiries on a weekly basis while meeting all performance milestones for speed and accuracy.
- Achieved a 92%-95% customer satisfaction rating month over month.
Customer Service Representative
Harvard Pilgrim Healthcare
01.2015 - 03.2018
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Manage and Resolved 50+ escalated customer complaints per day
- Train new employees on CRM software
- Achieved average customer ratings of 92%, 13% higher than company average.
Education
Bachelor of Science - Project Management
Northeastern University
Boston MA05.2014
Skills
- Conflict Management
- Escalation management
- Service Recommendations
- Call Control
- Communication
Languages
English
Full Professional
French
Full Professional
Timeline
Senior Customer Service Representative
Tufts Health Plan
03.2018 - Current
Customer Service Representative
Harvard Pilgrim Healthcare
01.2015 - 03.2018
Bachelor of Science - Project Management
Northeastern University
Similar Profiles
Brianna CollinsBrianna Collins
Enrollment Coordinator at Tufts Health PlanEnrollment Coordinator at Tufts Health Plan
Vanessa D. CampbellVanessa D. Campbell
Senior RN Care Manager at Tufts Health Plan Medicare PreferredSenior RN Care Manager at Tufts Health Plan Medicare Preferred
Ophelia GibsonOphelia Gibson
Data Analyst at WellSense Health PlanData Analyst at WellSense Health Plan