Michelle Ramos

• Supported new clientele at launch of service by maintaining a first call resolution approach
• Referred guest escalations to designated departments for further investigation
• Discussing billing and bundle issues with guest along with offering possible solutions
• Provide information and additional services with applicable

BTNY Support

• Close out escalated cases with a proper solution in a timely manner
• Follow up with guest to ensure quality of service regarding their account
• Serve as a liaison between BTNY and customers
• Update via email when case has been resolved.

Tier II Representative Support

• Provide real time support via chat to tier I representatives to resolve technical, billing and account issues
• Receive inbound phone calls from tier I concerning escalated concerns and complaints with clear and concise communication
• Helped streamline procedures concerning proper workflow to support first call resolution
• Collaborate alongside technical programmers with any trending client-identifying reports
• Oversee and provide feedback when necessary for a nationwide team

• Trained on phone and chat to provide basic troubleshooting needs, disclose account information and address known issues or service changes
• Experienced in navigating various platforms that are compatible with the Hulu application
• Curated team outings and coordinated with management for team merchandise
• Engaged management specialist as team ambassador for Derek Obrey

• Handled escalated issues that were previously unresolved to the customer’s satisfaction
• Contacted pharmacy on behalf of the customer if needed
• Ensure accurate information to the member about their medical benefits for Aetna accounts
• Provided assistance to the company as a SME (Subject Matter Expert) for a new hire class in October 2016.

• Cultivate customer trust and assure member satisfaction through accurate claims processing
• Receive incoming calls from pharmacies in accordance with department standards
• Maintain professional and courteous communication
• Investigate and resolve phone inquiries in a timely manner by following proper procedures accurately.