Laila Malone

Handle 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction,Resolved customer call complaints within 24 hours, reducing the likelihood of negative reviews by 68%,making outbound

Managed communication with both patients and payors through inbound calls.

• Enhanced team's efficiency by implementing streamlined processes for customer issue resolution
• Boosted team efficiency by creating new process for faster customer issue resolution
• Analyzed and improved workflow, enhancing customer support response times
• Introduced innovative solutions to streamline technical support operations
• Supported team dynamics to optimize problem-solving in technical support

• Implemented new strategies that increased customer loyalty by 10%
• Boosted customer loyalty by 10% by deploying targeted strategies
• Analyzed customer feedback to refine service tactics, enhancing satisfaction
• Pioneered innovative customer engagement techniques to solidify brand loyalty
• Monitored and adjusted customer service protocols to ensure top-tier service quality
• Developed fresh engagement strategies that deepened brand connections

• Pioneered innovative troubleshooting guidelines
• Expedited resolution of technical issues
• Mastered remote technical support
• Applied analytical problem-solving skills
• Enhanced customer experience at Amazon
• Streamlined tech support processes, enhancing customer resolution rates
• Analyzed recurring issues to develop improved troubleshooting guidelines
• Pioneered innovative support solutions to preemptively address user concerns