Trinity Adams

• Delivered exceptional customer support, resolving inquiries efficiently and enhancing client satisfaction through proactive engagement.
• Partnered with healthcare teams to streamline patient communication, resulting in improved service delivery and stronger team cohesion.
• Monitored customer feedback to identify service gaps, implementing targeted training that led to noticeable improvements in support metrics.
• Provided empathetic assistance to clients, fostering trust and loyalty while ensuring a positive experience during healthcare interactions.
• Resets Personal identification of callers unable to self-serve in the Interactive Voice Response system
• Enhanced customer support processes, achieving measurable improvements in response times and elevating overall client

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• Gathers information, research/resolves inquiries, and appropriately documents customer calls.
• Coordinated with cross-functional teams to implement effective communication strategies, resulting in strengthened service delivery and team alignment.

• Developed strong relationships with customers by providing personalized assistance and support.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• De-escalated problematic customer concems, maintaining calm, friendly demeanor.
• Educated customers on special pricing opportunities and company offerings.
• Remained calm and professional in stresstul circumstances and effectively diffused tense situations.
• Answered inbound calls, chats and emails to facilitate customer service.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Developed strong customer relationships to encourage repcat business.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Consulted with customers to resolve service and billing issues.
• Set up and activated customer accounts.
• Asked probing questions to determine service needs and accurately input information into clectronic systems.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Made outbound calls to obtain account information.
• Used proven techniques to de-escalate angry customers during telephone interactions.
• Fielded customer complaints and queries, fast-tracking for problem resolution.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices:
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.