Lakesha Johnson

• Enhanced member satisfaction by addressing and resolving insurance-related inquiries and concerns.
• Processed policy updates and changes accurately, ensuring member needs were met in a timely manner.
• Fostered strong relationships with members, providing personalized service and assistance on various insurance products.
• Conducted comprehensive policy reviews for members, identifying gaps in coverage and recommending appropriate solutions.
• Educated members on available discounts, promoting loyalty and policy retention through tailored recommendations.
• Assessed member needs and recommended suitable insurance policies.

Answer inbound calls and make outbound calls to preferred clients

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Insert billing information such as credit card or account numbers
• Research and locate resources for problem resolutions
• Manage a high-volume workload within a deadline-driven environment
• Resolve an average of 550 inquires weekly and consistently meet performance benchmarks in all areas (Speed, Volume, and Accuracy)
• Data entry
• Handle, resolve, and respond to e-mailed inquiries from preferred customers and their account managers
• Team Advisor Pulley (Answering new agent questions, monitoring calls for quality, and taking escalated calls)