Harvard Pilgrim Health Care Answered inbound calls to assist with healthcare policies, benefits, eligibility, claims and appeals information, documents communication interactions with accuracy, educating providers on electronic technology available for self-sufficiency; performed outbound calls as needed for follow up.Navigated multiple systems such as Microsoft, ISET, Citrix, etc. to identify source of issues and answer questions.Resolved complicated issues, striving for 100% first call resolution, used chat groups and escalating calls only when necessary.Exceeded call monitoring quality standards, exceeds adherence, attended all meetings and continue to participate in groups, daily chats and cross trainings to expand knowledge base; assist with training new staff as needed.

Managed a 20,000 square foot retail warehouse shop that opened to the public on Friday, Saturday and Sunday where I was responsible for hiring, development, training and performance of the support staff; created the customer experience by staff always greeting properly, knowing the inventory, the customers and their needs to create a comfortable buying environment. Served as point of contact for internal and external clients.• Developed the “cheat” sheets to run the register, the credit card machine, cost of deliveries; implemented process of furniture delivery to improve the customer experience, inventoried items coming into the shop; using EBay, Google, and other internet sites to research and price inventory appropriately; staged the shop appropriately for the best sales advantage; answered and screened phone calls and emails about inventory or questions pertaining to inventory, customer issues or cleanout business.• Posted all advertising on Craigslist, Facebook and other online venues, created a three page advertisement as handouts to clients and local Real Estate Agents to draw in weekend business and for the cleanout business.• Auctions - setting up, posted to auctionzip.com, created flyers, created list and emailed clients of upcoming auctions, getting the office ready, completed all paperwork before, during and after auction.• Developed and maintained filing systems and contact lists; maintained the daily office paperwork, schedule and coordinate meetings, appointments, and calendar management; taxes, QuickBooks, sales taxes, bill payments, employee paperwork, payroll, created invoices, proposals, taking and confirming payments from the cleanout clients and any other items of public relations, marketing, billing or research that was needed for the business.