Linda Yang

-Maintain service levels and standards for Southwest Regional accounts, including but not limited to adhering to contractual details, consistent communication and relationship building with customer
-Working in a critical customer environment, providing internal and external customer support based on contract levels and urgency
-Support for PM/Project service research and planning, reviewing proposed schedules and referring to internal departments as needed
-Creating emergency quotes, POLs, system records and cases
- Creating and updating SOS & Parts Reference Manuals for training and other internal departments
-Review, correspondence and filing of Field Service Reports for Priority, Basic and Sub- Contracted accounts
- Various projects that include creation of training materials for new processes, data entry and research for existing customer accounts

-Working in M&I Direct Call Center Environment in Sales, Trust, Service and Online queues providing solid professional communication and superior customer service skills,
-Thorough bank knowledge, including but not limited to products, services, account maintenance, client correspondence via phone, email and mail
-Maintain monthly service levels, call coaching requirements
-Transfer of customer investment portfolios, review of investment funds, advise of 401k plan guidelines which may involve, loans, withdrawals, and distributions

-Provide direct training to team unit between 15-20 members, consisting of new procedures, standards and current practices
-Completed individual weekly reviews with members to adhere to compliance and competency
-Meet job quotas in volume and within critical time frames that claims need to be processed
-Audit and process health insurance claims under specified medical codes and provisions
-Familiarity with medical terminology, ICD-9, and CPT codes.