Srilatha Guduru

I worked on multiple projects in the last year at Teleperformance.

Worked in healthcare, taxes, and in technical support.

Healthcare Licensed Representative(UHC)

As a healthcare representative's duties primarily involve assisting members, providers, and employers with health insurance-related questions through phone, email, or chat. Key responsibilities include resolving issues, explaining benefits and coverage, processing claims, and guiding users through enrollment and billing processes. This role requires strong communication and problem-solving skills, and representatives must be able to provide accurate and compassionate service.

Core duties

• Customer support: Answer inquiries from members and providers via phone, email, or chat regarding health insurance plans and benefits.
• Problem resolution: Help customers with issues related to coverage, claims, billing, and eligibility.
• Information provider: Explain benefits, policy details, and health plan documents to members.
• Administrative tasks: Process and manage critical information, input data, and handle billing and payments.
• Navigation assistance: Guide customers through complex processes like enrolling in new plans or understanding statements.
• Relationship building: Develop and maintain positive relationships with healthcare providers in some roles.
• Referral and sales support: Direct calls to sales agents when a policy needs to be initiated or upgraded.

Tax Customer Service Representative(Intuit)

A tax customer representative assists taxpayers with inquiries, resolves tax-related problems, and provides information on tax law and procedures.

Responsibilities

• Provide information and guidance: Explain tax regulations, forms, and filing procedures to taxpayers over the phone, via email, or in-person.
• Resolve issues: Investigate and resolve tax-related problems, such as processing delays, discrepancies, and payment issues.
• Assist with tax software: Help customers troubleshoot problems with tax preparation software, especially during peak tax season.
• Manage taxpayer accounts: Research taxpayer accounts, verify account information, and make account adjustments when necessary.
• Process payments: Assist with processing payments for tax liabilities and potentially negotiate payment plans with delinquent taxpayers.
• Maintain records: Keep accurate and detailed records of all taxpayer interactions, transactions, and resolutions.
• Stay current: Remain up-to-date on changes to tax laws, regulations, and processing procedures through training and self-study.
• Maintain confidentiality: Handle sensitive taxpayer information with the highest ethical standards and confidentiality.

Technical Support Representative:

An Apple technical support representative's job description involves providing direct customer support, troubleshooting hardware and software issues, and educating customers on Apple products and services. Key responsibilities include answering questions, resolving service concerns, and helping customers get the most out of their devices through in-person, phone, or chat interactions.

Key responsibilities

• Technical support: Diagnose and resolve a range of service concerns for Apple hardware and software.
• Customer education: Teach customers how to use their products and services, and help them explore new features.
• Problem-solving: Use technical expertise and creativity to find solutions and restore customers' confidence in their devices.
• Customer service: Provide a high level of customer service by listening, empathizing, and building relationships.
• Support and assistance: Assist customers with their technical needs, whether it's setting up a new device or troubleshooting an existing one.

Specific Roles

• Technical Specialist: Focuses on education and support, helping customers get started with their devices and providing initial troubleshooting.
• Genius: Certified to perform hardware repairs and provides hands-on technical support.
• Support Advisor: Offers live support over the phone, chat, or email.