Yolanda Jones

• Responded to customer needs through competent customer service and prompt problem-solving.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Logged call information and solutions provided into internal database.
• Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
• Manage approximately 30 incoming calls, emails and faxes per day from policy owners

Answered approximately 25-30 inbound calls from health plan members, also

• Coordinated timely responses to online customer communication and researched complex issues.
• Maintained and managed customer files and databases.
• Collected customer information and analyzed customer needs to recommend potential products or services.
• Kept accurate records of all customer interactions and transactions.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.

• Continuously classified and filed records to keep the system efficient and all information organized
• Consulted with customers to understand their desires and suggest the best products to meet their needs
• Continuously met or exceeded daily service quality and performance scores
• Accurately prepared and processed forms to change customer service levels.