Talaya Hoskins

Handling inbound calls from Members, Clients and Facilities. Expect to handle 60 - 80 calls a day and more

Booking long distance trips helping members with supervisor questions and transfers

Speaking with Health Plans with overrides, transport and more

• Handled escalated issues, ensuring timely resolution to enhance customer satisfaction levels.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Communicated with supervisors regarding project progress and potential issues.
• Lifted raw materials, finished products and packed items by hand or with hoists.
• Conducted pre-operational inspections of machinery before starting work each day.
• Adjusted machine settings according to specific project requirements.
• Set up machines to start production cycle by controlling and adjusting machine settings.
• Followed safety protocols to prevent accidents and injuries during operation.
• Managed multiple tasks simultaneously while maintaining attention to detail.
• Moved products to appropriate stations for further processing, labeling and packaging.
• Minimized safety hazards by maintaining clean and organized work areas.

• Completed administrative tasks such as filing paperwork or organizing digital documents related to customer interactions.
• Participated in workshops and seminars to continuously improve personal skills related to position.
• Maintained customer records by updating account information in database.
• Collaborated with other departments to ensure prompt resolution of customer concerns.
• Processed orders, prepared correspondences, and completed required documentation.
• Resolved product or service issues by clarifying customer complaints and offering appropriate solutions.
• Conducted outbound calls to follow up on previous purchases or provide additional support if necessary.
• Answered customer inquiries via phone, email, and chat.
• Assisted customers in navigating company website or application during support interactions.
• Escalated issues that could not be resolved independently to supervisors or managers for further assistance.
• Utilized various software programs such as CRM systems, order management tools, and communication platforms effectively.
• Kept records of customer interactions or transactions, recording details of inquiries and actions taken.
• Navigated multiple computer systems and utilized search tools to find information.
• Determined charges for services requested, collected deposits and payments, or arranged for billing.
• Documented all call information according to standard operating policies and procedures.

• Managed large volume of daily calls while maintaining high customer satisfaction rate.
• Engaged in active listening with customers, confirming, and clarifying information to provide comprehensive support.
• Assisted with resolving order issues, including returns, exchanges, and cancellations.
• Tracked customer interactions using CRM software to ensure proper follow-up and resolution.
• Processed payments securely over phone or online platform as needed during transactions.
• Provided accurate and timely progress and scope of work reports to manager.
• Received and resolved or escalated customer issues and inquiries.
• Returned every call or email before end of each day, maintaining both speed and professionalism.

• Created detailed reports outlining client interactions, issues resolved, and areas needing improvement.
• Managed incoming calls, emails, and chats from policyholders.
• Giving customers brief surveys and offering them visa gift card for them completing health survey.