Teedra Boyd

• Resolved 90% of customer issues on the first call by expertly guiding members throughbenefits, claims, and eligibility questions.- Educated an average of 50+ members daily on plan optimization, provider selection, andconsumer-driven healthcare.- Contacted providers on behalf of members to schedule appointments or escalate issues,ensuring timely care and member satisfaction.

• Performed follow-up procedures after customer service interaction was completed.
• Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
• Maintained records of customer interactions and transactions.

Processed loan applications and disbursements, handling up to $10K daily in currency

transactions.

- Delivered exceptional service through phone and in-person support, increasing customer

retention and branch revenue.

- Maintained compliance with state and city lending regulations in a fast-paced, evolving

environment.

• Resolved tenant complaints promptly and professionally while maintaining positive relationships with residents.
• Prepared lease agreements, collected security deposits and rent payments from tenants.
• Processed move-outs by completing final walkthroughs, collecting keys, inspecting unit condition and preparing documentation for accounting purposes.
• Conducted tours of available apartments, highlighting features and amenities.
• Greeted potential tenants and provided information about the property.
• Inspected vacated units to determine necessary repairs or improvements prior to new occupancy.
• Provided excellent customer service to all tenants throughout their tenancy period.
• Handled incoming calls regarding availability of units, pricing information and other inquiries.

• Monitored staff performance to ensure adherence to customer service standards.
• Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
• Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
• Created reports on customer feedback, complaints, and suggestions for management review.
• Conducted regular training sessions for staff on new products, services, and customer service techniques.
• Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.