Stephanie Rogers

• Developed department call center; creating and implementing protocols to provide excellent customer service, data collection and training.
• Resolved customer inquiries and issues regarding website login troubleshooting, premium discounts, and requests for consultation via email, fax, and an average of 20 phone calls daily.
• Managed department SOPs by implementing and maintaining a quarterly review and proofreading/editing each SOP.
• Collaborated with other departments to process Condition of Renewals as requested.
• Processed claims histories in Oasis, first as backup and then as process owner.
• Collected customer feedback data to identify trends, contributing to strategic decision-making for service enhancements.
• Trained new staff on customer service protocols and best practices to ensure consistent service quality.

Responsibilities

Processed average of 190 invoices daily; audited paperwork to meet customers' needs; successfully answered customer concerns and requests while following company guidelines.

Accomplishments

I was the point of contact for specific customers and learned their unique requests and requirements to completely meet their billing needs; cross-trained other co-workers to audit these documents and meet the needs of these customers.