Laura Roberts

• Handled high-volume inbound and outbound calls regarding toll inquiries, billing disputes, and account management with professionalism and empathy
• Assisted customers in resolving balance issues, setting up payment plans, and understanding toll charges and violations
• Navigated multiple systems to research account history, verify transactions, and process payments accurately
• Educated customers on toll policies, payment options, and E-470's ExpressToll system to improve user experience
• Maintained strict adherence to privacy and compliance standards while managing sensitive customer data
• Demonstrated conflict resolution skills by de-escalating concerns and ensuring customer satisfaction
• Collaborated with internal departments to resolve complex account issues and ensure timely follow-up

• Demonstrated ability to handle emergency situations calmly and

Effectively.

• Answered customer inquiries and provided accurate information regarding products and services.

• Provided excellent customer service to resolve customer complaints in a timely manner.

•Gathered customer feedback through surveys and used the data to improve customer service.

•Developed strong relationships with customers by providing personalized assistance and support.

• Remained calm and professional in stressful circumstances and Effectively diffused tense situations.

• Informed customers about billing procedures, processed payments and

provided payment option setup assistance.

• provided outstanding customer service to Medicare members in regards to there Part D prescription
• drug coverage, with there medications, there billing.
• As well as working with the pharmacies and other departments.
• OA Scores = 90% and above AHT Scores = 91% and above
  Adherence = 90% and above.