Leora Valdez

While working as an agent, my responsibilities were:

• Answer inbound calls.
• Handled customer inquiries, answered questions, and resolved problems in a timely manner
• Handled Medical and Pharmacy Claims issues.
• Completed accurate notes for every phone call.

During August through January my primary role was a trainer for new-hire classes.

My responsibilities were:

• Managing a virtual class between 20-30 advocates.
• Teach complex medical terms and legal processes to the advocates.
• Test each week to ensure growth in everyone's understanding.
• Coach each advocate on their strengths and weaknesses with a plan of gradual weekly growth.
• Take over supervisor calls.
• Make teaching material to help engage difficult subjects to ensure understanding.
• Utilize my assistant on handling many responsibilities with a large class to ensure every new advocate will be ready to work in operations.

In combination of my advocate and trainer role, I was also given other temporary responsibilities including a chat support role which I was in for a combination of 1 year, inventory management in combination of 4 months, and 1 month as a team lead.

• Engaged in continuous learning to stay updated on asset protection techniques.
• Provided customer service while maintaining focus on asset protection.
• Conducted routine surveillance to detect and prevent theft.
• Collaborated with law enforcement agencies during investigations.

• Answered customer questions about return and exchange policies.
• Utilized POS system to process cash, credit card, and mobile pay transactions.
• Addressed, researched, and resolved customer issues.
• Kept store organized and professionally presented with continuous recovery operations.