Vianey Sanchez

• Monitor and evaluate recorded and live customer calls to ensure adherence to quality standards

• Providing detailed feedback for coaching sessions to enhance CSS skills and performance

• Accurately maintain records of call evaluations, feedback and coaching sessions

• Create, analyze and interpret QA reports to identify trends, issues and opportunities for improvement and training needs

• Monitor customer feedback and satisfaction scores to identify areas of improvement

• Collaborate with cross-functional teams to establish comprehensive quality standards & improvement

• Evaluated customer calls, provided detailed feedback, and maintained accurate records to enhance CSS performance and identify improvement areas.
• Initiated quality assurance protocols to monitor treatment outcomes closely.

• Identified discrepancies, missing data And thorough analysis of claim information, ensuring accuracy

• Conducted effective outreach to claimants and employers gathering essential information

• Documenting each encounter and resolution in CRM according to department guidelines

• Analyzed claim information to identify discrepancies, ensuring accuracy and resolving outstanding employer protest issues efficiently.
• Analyzed claim data to identify discrepancies, ensuring accuracy and resolving employer protest issues efficiently. Meticulously documented claimant and employer interactions in CRM, adhering to department guidelines for comprehensive record-keeping.
• Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
• Conducted effective outreach to claimants and employers, gathering essential information to support claim resolution processes.

• Executed opening & closing procedures, managing store operations and handling company paperwork
• Spearheaded effective email correspondence, seamless communication and nurturing relationships
• Elevated to Assistant Manager within 6 months, leading training initiatives & interviewing candidates
• Oversaw inventory management, ensuring timely ordering and replenishment, optimizing efficiency
• Demonstrated exceptional cash handling skills, maintaining accurate records and financial integrity.