Maria Mateo

• Coordinated member onboarding and enrollment processes to enhance member experience.
• Orchestrated interdepartmental communication to expedite resolution of member inquiries.
• Educated members on product offerings and services, fostering informed decision-making.
• Mentored new representatives, providing training on policies, procedures, and best practices in service delivery.
• Analyzed member feedback to drive strategic initiatives aimed at improving overall service quality.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Over 10 years experience in customer service working remotely and in call center environment
• Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
• Maintained high-quality service by adhering to company policies and standards in all member interactions.
• Assisted members with account management, including updating personal information and setting up automated payments.
• Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Managed timely and effective replacement of damaged or missing products.

Assisted members with medical insurance benefits. Answered questions or concerns regarding Medicaid and Medicare coverage . Assisted with medical authorization status. Assisted with scheduling Medical appointments, and following up with pharmacy related issues.