Sirazum Monira

• Answering incoming calls from consumers including general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols.

• Process new applications for health care coverage via the telephone, mail, and web, including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.

• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.

• Transfer/refer consumers to appropriate entities according to the established guidelines.

• Escalate calls or issues to the appropriate designated staff for resolution as needed.

• Track and document all inquiries using the applicable systems.

• Meet Quality Assurance (QA) and other key performance metrics.

• Provided exceptional customer service and product information, maintaining friendly and welcoming demeanor
• Assisted customers with account maintenance and online bill pay setup, optimizing daily operations and earning positive reviews
• Collaborated with remote team to improve efficiency, communication, and customer experience
• Managed specialized tasks like foreign currency exchange, issuing cashier checks, and balancing daily transactions.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
• Developed strong product knowledge to provide informed recommendations based on individual customer needs
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
• Exceeded performance metrics consistently, earning recognition as top performer within team
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information

• Provided customer service during checkout and assisted customers with inquiries
• Collaborated virtually with team to ensure sales floor was well-merchandised and organized
• Utilized remote communication tools to share information about upcoming events and Nordstrom services.

• Supported team, delegating tasks, and conducting virtual weekly meetings to review performance and provide training
• Managed inventory maintenance and replenishment to ensure fully stocked store
• Handled bank deposits and resolved business-related issues with creative solutions.

• Lead team in fast-paced environment, providing support and resolving on-job challenges
• Conducted meetings to review staff performance and implement improvement strategies
• Managed inventory and food supply orders online to ensure restaurant's smooth operation
• Coordinated with suppliers for timely deliveries and maintained strong community partnerships.