Zanayda Grayson

• Serve as a primary point of contact for member support, inquiries, and issue resolution in a fast-paced environment
• Investigate and resolve member concerns while maintaining professionalism, empathy, and accuracy
• Document customer interactions, updates, and case activity within CRM/database systems
• Educate members on available programs, benefits, and services while ensuring understanding and satisfaction
• Handle confidential information in compliance with company guidelines and procedures
• Collaborate with internal departments to resolve escalated concerns and improve customer outcomes

• Assisted clients with account inquiries and service adjustments to enhance customer satisfaction.
• Coordinated billing issues and resolved discrepancies through effective communication with customers and internal teams.
• Executed daily account management tasks, ensuring accurate data entry and record keeping in CRM systems.
• Adapted quickly to new software tools, improving workflow efficiency in account processing tasks.
• Assisted customers with billing inquiries, account changes, device troubleshooting, and service-related concerns
  • Resolved customer issues through active listening, problem-solving, and effective communication
  • Educated customers on products, services, promotions, and account solutions based on individual needs
  • Managed inbound and outbound customer interactions while maintaining service quality and productivity goals
  • Utilized multiple systems and tools to accurately document account updates and customer interactions

• Reviewed, investigated, and processed customer claims while ensuring compliance with company policies and procedures
• Resolved customer concerns and provided detailed explanations regarding claim decisions and next steps
• Managed high-volume inbound and outbound communications while maintaining professionalism and attention to detail
• Conducted research and gathered documentation to resolve complex customer issues efficiently
• Maintained accurate records, claim notes, and customer documentation across multiple systems
• Applied de-escalation, active listening, and problem-solving techniques to support positive customer experiences