Michele Vohs

Took incoming calls ,average 65 to 75 members day

Verified HIPPA

Scheduled rides of members to medical appointment or groceries and pharmacy etc

Went by protocol- guidelines of members Health Plan and State.

Made calls to transportation assigned to check on pick up time and when member ready for return ride.

Handled cancelations

If calls escalated by member if unable to handle,when needed Supervisor

Goals for 1 call resolution

Employees had guidelines for Adherence and so forth

Great Customer Service skills and listening to member

Document made members file of our call and what issues ,situation of call

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
• Collaborated with product team to communicate customer feedback, resulting in product enhancements.
• Improved resolution time with effective problem-solving for customer complaints.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.