Quinisha Broyles

Hospital Projects/Special Projects

• EPM, ITS, Dental, C-Plus, Health Clinical and Engagement, Claims
• Organizing and collecting information from other facilitator and/or management
• Logged call information and solutions provided into internal database
• Enhanced product quality by conducting thorough inspections and implementing corrective actions.
• Analyzed customer feedback and implemented strategies to improve customer experience.
• Regularly exceeded individual performance metrics while contributing positively to overall team goals.
• Served as a liaison between technical support teams and customers to ensure timely problem resolution.
• Established rapport with clients during initial contact, setting the stage for positive interactions throughout their experience with the company.
• Conducted regular performance reviews for continuous improvement in customer service delivery.
• Coordinated with cross-functional teams to resolve product-related issues quickly, minimizing impact on customers.
• Implemented company policies and procedures, promoting consistency in service delivery across all channels.
• Negotiated favorable outcomes between customers and the organization when resolving disputes or conflicts effectively.
• Maintained accurate records of client interactions, tracking progress towards resolution and identifying trends for process improvements.
• Managed high-volume call center, maintaining professionalism and exceptional quality of support.
• Reduced response times by optimizing workflows and utilizing efficient case management tools.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
• Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence.
• Developed comprehensive training program for PangeaTwo, significantly reducing learning curve and integrating them into team quickly.
• Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
• Generated reports detailing findings and recommendations.
• Collected, arranged, and input information into database system.
• Evaluated staff performance and provided coaching to address inefficiencies.

• Streamlined call handling processes for improved efficiency and reduced wait times.
• Described product and service details to customers to provide information on benefits and advantages.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
• Developed working relationships with internal and external customers while assisting with account management duties.
• Balanced competing priorities effectively while consistently meeting deadlines in a fast-paced work environment.
• Completed data entry tasks with accuracy and efficiency.
• Sorted documents and maintained organized filing process.
• Verified entered data against source documents to maintain consistency across multiple platforms within the organization.

• Provided exceptional customer service by resolving inquiries related to payments, account balances, and transaction discrepancies.
• Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
• Provided company information and policies to customers upon inquiry and answered questions via phone.
• Explained online self-help options to customers to promote additional and after-hours support choices.
• Enhanced customer satisfaction by providing timely and accurate information on products and services.
• Handled escalated customer concerns with diplomacy and tact, finding agreeable solutions that satisfied both parties.
• Managed high call volumes while maintaining a calm demeanor and professional attitude under pressure.
• Supported colleagues during periods of high demand or staff shortages, displaying a strong teamwork mentality.
• Increased accuracy in payment processing through meticulous attention to detail and thorough data entry.