La Donna Richmond

• Processing claims/ sending members their medications through mail orders.
• Following HIPAA privacy law/guidelines.
• Addressed and resolved customer product complaints empathetically and professionally.
• Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

• Effectively managed a high-volume of inbound and outbound customer calls.
• Resolve customer issues via one call resolution guidelines and/or escalated process.
• Outbound calls to providers to make sure they are upto date on the current information, so patients can find the providers they are looking for.
• Met or exceeded service and quality standards every review period.
• Defused volatile customer situations calmly and courteously.

• Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone based customer save techniques.
• Executed customer transactions, including deposits, withdrawals, money orders and checks.
• Acquire and demonstrate thorough knowledge of competitors' pricing, packaging, and products in an effort to discuss side by side comparisons of Charter's and competitors' products and services.
• Perform other duties as requested by supervisor.
• Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions.
  

• Professionally handle high volume incoming inquiries from customers, Clients Products and services.
• Resolve customer issues via one call resolution guidelines and/or escalated process.
• Assist customers and their employees with the administration of the Family and Medical Leave Act rights and responsibilities.... Handle all leaves of absence programs.

• Provided excellent customer service
• Answered telephone calls and responded to inquiries.

• Processing enrollments, payments, address changes or other enrollment related tasks.
• Educating members and providing appropriate solutions and alternatives regarding plan benefits.
• Assist members in a fast-paced inbound call center environment.
• Have excellent interpersonal skills and the ability to organize simultaneous tasks; and meet monthly call and performance metrics.
• Handles 30-60 inbound calls daily from members in a fast-paced inbound call center environment.
  

• Responded to 75-100 Outbound calls daily in a high volume environment.
• Making sure clients understand the new Prices and Procedures for Natural Gas.
• Processed credit card and electronic check payments utilizing company database and software.
• Maintained a polite and professional telephone manner.

• Vacuumed rugs and carpeted areas in living room, bedrooms and corridors.
• Verified cleanliness and organization of storage areas and carts.
• Dusted picture frames and wall hangings with cloth.
• Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.

• Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
• Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
• Monitored progress and documented patient health status changes to keep care team updated.
• Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.

• Registered students for classes.
• Filling paperwork and answered Multiline phone system.
• Organize and administering student records.
• Overseeing the student admissions and graduation process.
• Ensuring records are updated with new grades, attendance, finances, etc.

• Established strong vendor relationships to maintain and support business.
• Organized store merchandise racks and displays to promote and maintain visually appealing environments.
• Stocked merchandise, clearly labeling items, and arranging according to size and/or color.
• Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.