Pamela Amalinze

• Collaborated with cross-functional teams to develop innovative strategies for improving customer engagement.
• Introduced creative solutions for streamlining internal processes, leading to improved efficiency within the team.
• displaying confidence, passion for service, and practicing empathetic listening while interacting with Independent Health members and business partners. Listen actively, assess needs and utilize system tools and resources to address and resolve inquiries, such as benefit, claim, plan and eligibility
• Make appropriate or regulatory determinations and follow escalation procedures when deemed appropriate.
• Demonstrate a complete working knowledge of assigned lines of business with the ability to correctly interpret plan contracts. Display an understanding of the claims and authorization processes and apply these processes to interpreting claims. Provide answers to customers and coworkers in a manner that can be easily understood. Demonstrate ability and proficiency in handling omnichannel inquiries including, but not limited to, inbound/outbound phone, text, chat and/or email encounters. The SES will also assist CSRs as needed with peer development, as directed by their manager, to include taking calls to assist less senior reps. The SES will also handle highly complex on and off phone activities which may include confidential member interactions as well as targeted inbound and outbound member engagement activities.

• Maintained up-to-date knowledge of product and service changes.
• Responded proactively and positively to rapid change.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

• Collaborated with team members to maintain a visually appealing store environment, attracting new customers and boosting sales.
• Upsold warranties and purchase add-ons to customers to drive sales revenues and achieve sales goals.
• Implemented loss prevention strategies to minimize shrinkage rates while maintaining a welcoming store atmosphere for customers.
• Developed strong rapport with clientele through attentive listening skills and meticulous attention to detail.
• Increased repeat business through exceptional customer service and relationship-building skills.
• Achieved top-tier sales performance by utilizing persuasive communication skills coupled with extensive product knowledge.

• Researched and corrected customer concerns to promote company loyalty.
• Defined clear targets and objectives and communicated to other team members.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Scheduling and hiring
• Increased team productivity by providing ongoing training and support to customer service representatives.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Fund Raising to support several organizations on a yearly basis
• Audit compliance
• Cash handling and accountability

• Performed inventory control, such as counting, and stocking merchandise.
• Trained and worked with inmates to run the commissary
• Worked in other stores areas, such as laundry and state shop as needed
• Rang in orders for inmates and delivered when needed

Assisted clients in applications for various needs in the community

Housing assistance for homeless, both financial and location needs using resources available within the agency and community

Helped determine eligibility for Insurance plans and heating assistance programs

• Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
• Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
• Customer service and cash register
• Supervised creation of exciting merchandise displays to catch attention of store customers.
• Rotated merchandise and displays to feature new products and promotions.
• Trained and guided team members to maintain high productivity and performance metrics.
• Hiring
• Created and maintained safe and secure work environments for employees.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Menu planning, cooking and working with vendors for supply ordering