Vanessa Garvin

• Deliver personalized service and respond to a variety of product and service request questions.
• Provide clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies/software/systems.
• Problem solves, perform initial research, and follow-up with individual client related issues as needed.
• Monitor status of requested/assigned work, prepare customized correspondence as necessary, and make outbound calls as facilitated.
• Facilitate call escalation for clients whose requests are not met within established service timeframes. Practice de-escalation techniques to enhance the overall member experience.
• Collect and analyze information from members to determine eligibility/entitlement/set-up to our products. Approve and/or communicate resolutions to members within guidelines.
• Solicit and analyze customer feedback to identify areas for customer service improvements; may develop and modify written correspondence. Recommend changes to procedures and inform management of member feedback as appropriate to ensure prompt and accurate answers to inquiries.
• Utilize online tools and resources to monitor performance results in schedule adherence, quality, assurance, and member, satisfaction to achieve metrics within the Client Success Team.
• Support Division projects as assigned, specifically those involving customer-focused activities and secondary activities that support administrative and servicing functions of the organization.
• Intake requests from external Distribution Partner(s) and provide resolution or determine accurate routing to the appropriate resolving team based on pre-defined.

Respond to Contact Center inquiries by personalizing and relaying accurate information to members.

• Facilitate the members’ experience with the company and advance the members’ understanding of our product offerings.
• Perform research and resolve a variety of member transactions.
• Provide technical, procedural, and operational guidance on client service issues.
• Provide clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies/software/systems.
• Problem solves, perform initial research, and follow-up with individual client related issues as needed.
• Collect and analyze information from members to determine eligibility/entitlement/set-up to our products.
• Approve and/or communicate resolutions to members within guidelines.
• Utilize online tools and resources to monitor performance results in schedule adherence, quality assurance, and client satisfaction to achieve performance metrics within the Contact Center.
• Facilitate call escalation for clients whose requests are not met within established service timeframes.
• Practice de-escalation techniques to enhance the overall member experience.
• Assist client employees with various Leave of Absence processes, including STD, LTD, and FMLA, as well as other company specific leaves.
• Received recognition, for having the most Positive Customer Feedback, Kudos, in the department.
• Monitored call metrics to ensure adherence to quality standards and performance benchmarks.
• Managed high call volume while remaining focused on delivering excellent customer experiences.

Used multiple computer applications to respond to customer needs.

• Assist customers with troubleshooting and questions regarding product or account issues.
• Document customer calls in the database system, including resolutions, issues, and general notes.
• Attended continuous training on product and procedural updates.
• Maintain target levels of productivity and performance!
• Help maintain a good team and working environment by assisting fellow employees and participating constructively in meetings.
• Facilitate classroom training for product knowledge, call handling, and program processes.
• Extract or generate training reports such as class attendance and performance records, as well as preparing other training requirements as determined by the program or account operations.
• Evaluate progress of Results Associate for the entire duration of the training.
• Ability to multitask, listen, input data, providing solutions, navigating through various screens while applying customer satisfaction.
• Mentored junior team members, contributing to their professional growth and development.
• Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.