Megan Green

February 2023 = Promoted from Customer Service Representative to Senior Auto Loan and Lease Specialist.

• Followed all company policies and procedures to deliver quality work.
• Met customer call guidelines for service levels, handle time and productivity.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Developed training materials to enhance staff proficiency and productivity.
• Restructured customer service process, ensuring quicker response times.
• Evaluated staff performance and provided coaching to address inefficiencies.

• Promptly responded to inquiries and requests from prospective customers.
• Identified and resolved discrepancies and errors in customer accounts.
• Maintained detailed records of client interactions, enabling accurate tracking and reporting of performance metrics.
• Streamlined appointment scheduling for improved efficiency and increased client retention.
• Responded proactively and positively to rapid change.
• Applied strategic thinking skills when evaluating potential solutions or alternatives during critical decision-making processes affecting the client experience.

• Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
• Collaborated with healthcare providers for timely resolution of discrepancies, ensuring accurate reimbursement.
• Improved customer payment compliance through negotiating mutually agreeable repayment plans.
• Enhanced accuracy of processed claims with meticulous attention to detail and knowledge of coding systems.
• Handled complex claim issues, effectively communicating with patients, providers, and insurance companies to ensure resolution.

• Safeguarded client confidentiality by adhering to strict privacy guidelines and maintaining secure records management practices.
• Acted as an advocate for clients when necessary, ensuring their needs were met and their voices heard throughout the case management process.
• Completed various administrative tasks such as making phone calls, answering emails and inputting data into systems.
• Maintained detailed documentation of client interactions, services provided, and case outcomes for accurate record keeping and compliance purposes.
• Completed comprehensive evaluations of each assigned case at closure to assess overall effectiveness of interventions employed and identify opportunities for improvement.
• Efficiently managed caseloads while prioritizing urgent cases to ensure prompt attention was given when needed most.

• Ensured compliance with data privacy regulations while collecting necessary customer information during chat/email interactions.
• Reduced response wait time with quick problem identification and accurate solutions.
• Streamlined communication processes, utilizing prepared scripts and templates for common queries in the chat interface.
• Assisted customers in navigating company website or online platforms through clear instructions via chat support.
• Exceeded performance metrics consistently by maintaining a high level of productivity and quality assurance in chat interactions.
• Participated in training sessions to enhance proficiency in new systems or updates within the organization''s software tools used for chatsupport.

• Ensured accurate billing by carefully reviewing invoices before issuing them to clients or submitting payment requests internally.
• Balanced daily cash drawer reconciliations, ensuring accurate financial recordkeeping.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Maintained strict confidentiality when handling sensitive client information in accordance with company policies.
• Updated client records accurately and efficiently, ensuring data integrity within the system.
• Provided administrative support to management staff, contributing to overall office productivity.
• Managed appointment scheduling, ensuring optimal use of resources and minimizing conflicts.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

• Make Outbound Calls to Providers and Members
• Answer incoming phone calls
• De-escalate calls
• Data Entry
• Resolve Member and Providers problems
• Verify if Member has a Chronic Condition through Provider
• Updated, entered, and reviewed customer data.
• Communicated effectively via telephone, email, and in person with prospective customers.
• Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
• Enhanced team productivity through effective time management and prioritization techniques during peak enrollment periods.
• Managed accurate recordkeeping of Patient information and application documents, ensuring compliance with regulations.