Monique Whitehead

• Worked from home handling 50 to 80 incoming calls per day to facilitate issue resolution, ensuring tailored support for each customer interaction.
• Provide empathy and customer compassion through customer service support.
• Cultivated strong customer relationships through proactive engagement and a commitment to exceeding expectations.
• Ensure that every customer is shown respect, kindness, and all questions are thoroughly answered/resolved.
• Utilize multiple systems during each call to deliver specific support for customer claims.
• Set standards of expectations for claim resolution and process.
• Escalated complex claims per company guidelines while maintaining documentation to ensure compliance with quality and regulatory standards.
• Ability to apply patience and adaptability
• Supported all calls via Salesforce.
• Processed and analyzed customer claims with accuracy and attention to detail.

• Handled 40 to 60 inbound calls per day from customer inquiries, delivering empathetic, policy-compliant resolutions and logging detailed case notes in ACSR and EINSTEIN 360/CRM.

• Investigated, triaged, and processed billing disputes.

• Performed billing adjustments, clearly explained charges, and applied retention strategies to enhance customer loyalty and reduce escalations.

• Consistently met performance targets for accuracy, call quality, and response time while prioritizing positive customer outcomes.

• Resolved customer inquiries efficiently across multiple communication channels.
• Analyzed customer feedback to identify trends and improve service processes.
• Resolved complex customer issues, improving overall satisfaction and retention rates.