Leilani Mayea

Universal/Bilingual Service Advocate - Medicare Escalations April 2024 - Present

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Streamlined communication channels for improved client relations and increased efficiency.
• Balanced multiple responsibilities efficiently without compromising attention to detail or overall effectiveness in servicing customers needs.
• Mentored new hires on best practices, contributing to a supportive team environment that fostered growth and success among colleagues.
• Assisted customers across various platforms such as phone calls, emails, chat support systems – ensuring consistency in service delivery methods regardless of channel used by clients.
• Consistently met or exceeded performance metrics set forth by management in areas including call quality scores, customer feedback ratings, and issue resolution times.
• Handled escalated calls, navigating complex situations to achieve satisfactory outcomes for both the company and the customer.
• Increased first-call resolution rates, providing accurate information and timely solutions to customers.

Universal/Bilingual Service Advocate - Engagement & Retention Department June 2022 - April 2024

• Outbound calls
• Worked campaigns such as welcome, breast cancer screening, dsnp monthly welcome calls, etc.

Universal/Bilingual Service Advocate • Medicare Customer October 2011- June 2022

Service Representative • Florida Blue

• Inbound call center
• Reviewed medical claims and processing.
• Provide members with detail authorizations, referral,

benefits specifications upon request.

• Navigated multiple systems to provided concierge experience to every member
• Medicare Experience 10 + years
• Understands CMS guidelines.
• Enrollment Membership and Billing experience, plan