Lora Ibrahim

• Responsible for answering patient calls, scheduling appointments, working referral queues, and assisting patients with their current needs
• determines how requests should be handled and when to refer a call to a specific clinic or escalate the call to a nurse
• verifies and updates patient demographic and insurance information
• consistently meets productivity and quality standards as set by the access center
• consistently acts to build positive relationships with our clinical partners

• Provide direction and leadership to maximize productivity and customer satisfaction.
• Managed escalated phone calls by applying conflict resolution skills and extensive knowledge of policies
  and services.
• Learned all internal systems and related service role duties to provide team backup in handling customer
  demands.
• Worked effectively under high-pressure client service environments

Contact Center outbound representative:

• Elevated customer information to explore issues and needs to develop potential solutions and maintain
  high quality service.
• Recommended specific products and services in alignment with individual needs.
• Stayed current on changing products and policies to offer exceptional service.
  

Member experience representative:

• Accurately handled customers' financial transactions.
  Completed special procedures for customers.
• Followed procedures in opening and closing accounts.
  Maintained trustworthy relationships with customers.
• Worked closely with the manager to maintain ATM and vault balancing.

Loan service Representative:

• Communicating and interacting directly with customers for their loans.
• Detailed oriented and recognized the importance of accuracy to help underwriters make decisions in a
  timely manner.
• Educated customers on lending procedures and assisted customers in making financial decisions

• Processed standard letter transactions and quickly established credibility with customers.
• Boosted branch sales by developing and deepening customer loyalty.
• Top sales performer within the first year of employment.
  Completed daily Bank Secrecy Act Reports.
• Set up and supervised cash shipments.
• Provided efficient support to the manager in overseeing the day to day operations.