Sapphire Reid

• Handled inbound member calls to provide benefit balances, usage explanations, and eligible spending guidance.

• Placed benefit-funded orders, processed utility bill payments, and coordinated services using member benefit balances.

• Assisted members with app and website troubleshooting, including login issues, password resets, and navigation support.

• Communicated with insurance providers and third-party vendors to resolve account discrepancies, refunds, and missing orders.

• Documented every interaction in CRM systems with call reason and resolution while adhering strictly to HIPAA compliance standards.

• Provided virtual customer support for Intuit TurboTax via phone, video chat, and messaging platforms, assisting users with software navigation and product usage.

• Guided customers through downloading, logging in, importing documents, printing, filing, and locating prior returns and amendments.

• Assisted with basic tax questions, tax calculations, and full-service tax return preparation using professional judgment and clear, easy-to-understand language.

• Utilized government websites, internal training tools, and professional resources to deliver accurate, compliant guidance while protecting sensitive financial data.

• Documented all customer interactions thoroughly and escalated complex issues as needed while maintaining professionalism, empathy, and data security.

• Managed daily dispensary operations, including inventory control, ordering, restocking, and POS/seed-to-sale reconciliation, ensuring operational efficiency and consistent regulatory compliance.
• Coordinated vendor relationships, shipment tracking, and discrepancy resolution, maintaining uninterrupted product availability and accurate inventory records.
• Scheduled employees, processed payroll, and handled bookkeeping functions including accounts receivable and payable, supporting financial accuracy and timely overhead payments.
• Assisted the CEO with travel coordination, calendar management, and meeting scheduling, improving executive efficiency and operational organization.
• Planned and hosted promotional and community events to market dispensary products, driving customer engagement, repeat business, and brand visibility.

• Managed daily administrative operations including phone/email correspondence, scheduling, and recordkeeping, ensuring smooth store operations and timely communication.
• Coordinated customer orders, invoicing, and delivery schedules with vendors and logistics partners, resulting in accurate fulfillment and improved customer satisfaction.
• Maintained inventory records, pricing updates, and product documentation, supporting accurate stock levels and efficient purchasing decisions.
• Processed accounts receivable and payable and reconciled transactions, improving financial accuracy and consistent cash-flow tracking.
• Provided direct administrative and operational support to management through reporting and vendor coordination, improving workflow efficiency and decision-making.

• Engaged in high-volume inbound and outbound calls with consumers comparing insurance rates, asking qualifying questions to match them with the most appropriate licensed insurance agent in real time.
• Served as a concierge liaison between consumers and insurance agents, ensuring smooth call transfers and a positive customer experience without direct selling.
• Completed follow-up calls to assess consumer satisfaction and document outcomes, supporting quality assurance and service improvement efforts.
• Utilized AWL’s internal call platform and on-screen scripts while managing back-to-back calls averaging three minutes, maintaining efficiency and consistent call quality.
• Communicated consistently with leadership and virtual team members via chat, supporting collaboration, performance alignment, and operational success.

• Reviewed pension and benefit eligibility documents to determine qualification status in accordance with plan rules and compliance guidelines.

• Approved renewals or issued denials based on documented eligibility criteria and supporting member information.

• Prepared, printed, and assembled official benefit determination documents for outbound distribution.

• Maintained strict accuracy and attention to detail while processing sensitive retirement and financial information.

• Ensured timely mailing and proper handling of benefit documentation in compliance with internal procedures.

• Managed high-volume inbound and outbound calls via automated dialer to collect payments on delinquent accounts.

• Explained account status, balances, and delinquency details while negotiating payment arrangements with consumers.

• Consistently met or exceeded team payment targets through effective persuasion, professionalism, and compliance-based communication.

• De-escalated irate or distressed callers while maintaining control of conversations and preserving customer relationships.

• Documented all call activity accurately in the system and escalated complex or sensitive cases when required.