Marilyn Louisma

• Review, track, and follow up on all Performance Improvement initiatives, focusing on key performance indicators (KPIs) to measure success.
• Monitor and address all complaints (employee, client, external) while tracking relevant KPIs to assess response effectiveness.
• Track COVID-19 cases among patients and employees; report daily on COVID activity and submit reports via Forms.com.
• Assist with Satisfaction Surveys by preparing forms and analyzing results against established KPIs.
• Review and triage Customer Service issue emails; maintain a Customer Service log and track resolution KPIs.
• Prepare PowerPoint presentations for PQI Meetings and compliance analysis, highlighting KPI outcomes.
• Conduct external MLTSS reporting for Critical Incidents in New Jersey, ensuring compliance with regulatory KPIs.
• Assist in preparing documentation for external responses, ensuring alignment with performance standards.

As a Tier 2 Customer Success Agent, I specialize in providing advanced support to customers, ensuring their needs are met efficiently and effectively. My responsibilities include:

• Issue Resolution : Handle escalated customer inquiries and technical issues, leveraging in-depth product knowledge to provide timely solutions.
• Customer Engagement : Build strong customer relationships by understanding their goals and proactively offering guidance to enhance their experience.
• Performance Metrics : Monitor and analyze key performance indicators (KPIs) to assess customer satisfaction and identify areas for improvement.
• Cross-Functional Collaboration : Work closely with product, sales, and support teams to communicate customer feedback and drive improvements in service and product offerings.
• Training and Support : Mentor junior team members, sharing best practices and providing training on complex issues and customer handling techniques.
• Documentation and Reporting : Maintain accurate records of customer interactions, issues, and resolutions; prepare reports for management to highlight trends and performance.

• Address member concerns and ensure that requests are processed accurately and promptly.
• Follow established protocols and scripts to document conversations, maintaining consistency in scheduling, modifying, and canceling customer reservations.
• Engage with members daily through phone, chat, and email, answering their transportation questions while supporting their journey toward positive health outcomes.
• Receive and document customer concerns across all channels, ensuring all relevant information is accurately captured in a timely manner while adhering to company procedures.
• Input trip data accurately into our systems and demonstrate a strong commitment to delivering high-quality work.
• Refer unresolved customer grievances to the appropriate department for further investigation and resolution.
• Effectively multitask to gather necessary information from various systems.
• Review and educate members on our services and their insurance coverage.

• ensure all team members have the necessary resources and are skilled in their daily tasks, while providing support for escalated issues.
• Be present on the floor to assist staff by answering questions and addressing concerns.
• Report directly to local contact center leadership regarding team performance and challenges.
• Respond to employee inquiries and handle escalated calls effectively.
• Coach agents on quality standards and scorecard performance to enhance their skills.
• Support phone and queue operations to ensure smooth workflow.
• Initiate IT service requests as needed to address technical issues.
• Assist with escalations and customer complaints, providing effective resolutions.
• Manage by observing team performance and offering real-time coaching.
• Monitor the performance of client and team resources to identify areas for improvement.
• Provide management with feedback on staff performance to aid in development.
• Take calls during weekly shifts to maintain a clear understanding of job requirements.
• Monitor call queues and team skills live, communicating necessary adjustments to the National Command Center.
• Consistently meet or exceed performance goals, including call quality, customer satisfaction, and sales targets.

• Provide information and referrals to individuals seeking health and human services.
• Respond to inbound calls, emails, texts, and chats, while also conducting outbound follow-up calls as needed.
• Support various human service initiatives, including county homeless hotlines, utility payment assistance programs, and disaster response efforts.
• Address public inquiries regarding the availability of community and government resources.
• Offer guidance on the process for accessing cybercrime assistance.
• Assess callers' needs and screen them for appropriate services and programs according to established protocols.
• Collect and enter relevant information into call management systems, ensuring adherence to all Standard Operating Procedures for service delivery.
• Capture and update information on resources and eligibility requirements based on input from agencies and callers, forwarding updates to the Database Department.
• Maintain an internal database of service workers, participants, activities, and other pertinent details.