Stefania Berrian

• Work in a fast paced, high volume customer facing environment, providing benefit enrollment and administrative related services to support customers and our employee partners.
• Verify and authenticate callers ensuring confidential information is released to appropriate individuals.
• Provides guidance to consumers and employee partners on benefit options, eligibility requirements, and the claim processes.
• Collaborate with our employee partners to ensure accurate administration of benefits programs and timely processing of enrollments and policy changes and billing.
• Accurate and efficient processing of consumer payments.
• Collaborate with the appropriate business partner to resolve unique or escalated concerns.

• Followed up with perspective students to convert their interest into enrollment.
• Used necessary rebuttals as scripted to abolish doubt of perspective students.
• Connected interested potential students to admissions to continue the enrollment process.

• Accepted incoming calls in a high volume, fast paced, customer facing environment.
• Worked with customers to expedite orders, collect payments, and determine warranty guidelines.
• Collected evidence, filed freight claims and issued appropriate credits once claims were settled.
• Assisted with training and mentoring team members and new hires, with a strong focus on optimizing productivity and performance while demonstrating policy approved habits.
• Resolved problems with orders that were in fallout due to processing errors or damaged and performed follow-up tasks to assure that the problems were resolved to consumers satisfaction.

• Thoroughly explained deals, promotions, shipping, return policy and price-match policies to customers

• Provided billing support to customers to resolve billing issues for first bill explanation, sustaining valid charges, and providing account credits when necessary for billing errors.

• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.

• Navigated systems, procedures, and other resources to provide accurate and timely resolution to customer inquiries, documented problem resolution and customer contact.
• Provided team members with cross-training and support to meet and exceed performance, customer satisfaction, and service level goals.
• Explained to customers how specific types of services will be most cost effective for their needs by providing optimization and working with the appropriate teams to offer the correct resources.
• Worked to resolve escalated issues with customers and problematic vendors.
• Created and edited policies and procedures to keep up with the growing needs of customer demands.
• Assigned tasks to staff members in accordance to their strongest capabilities while working to strengthen underdeveloped areas.
• Developed and maintained communications in a cooperative and professional manner with all levels of staff and customers
• Created and maintained all interpersonal records such as team member attendance, performance levels, and team member request.

• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• Used evidence-based practices including motivational interviewing and trauma-informed care to create individualized service plans based on client's strengths and needs
• Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
• Monitored clients' progress and tracked client services to provide crisis interventions.
• Recruited community professionals to provide appropriate resources to clients as needed.
• Utilizing community donations to create and disperse food boxes to families in need.
• Answered the crisis and maintained confidentiality of all personal information of callers and shelter program participants.