Follow established Mass Torts guidelines and procedures. Inform individuals about the eligibility requirements, claim inquiry processes and procedures for various Mass Tort claims. Reviewed incoming inquiries and assigned tasks to maintain demanding schedule. Assist existing and potential clients with completing forms needed for claims filings. Reach out to potential and existing clients to collect additional information needed for deficiencies and file reopen requests. Maintain detailed records of assigned cases and correspondence. Maintain daily and weekly contact and conversion goals.

Utilize root cause analysis to identify opportunities for improvement within the customer experience journey. Using the DMAIC process, create prescriptive remediation plans that are strategic, quantifiable, and fully implemented into impactful solutions that provide value through cost savings, increased revenue, and enhanced customer experience. Continuous measurement of contact improvement with an associated ROI in alignment with site or account financial goals. Drive to highest customer experience rankings through a partnership with all departments regarding vendor rankings. Achieve 90% of potential quarterly reward and less than 10% penalty.

Partner with Operations at the site level with VOC communications and initiatives. Provide VOC findings, trends, and quality KPI’s addressing the site’s opportunities for improvement. Share VOC findings, initiatives, and bring back requests to Performance Analysis Manager. Submit intake forms for Total Quality Change Management and innovation suggestions via business opportunities.

Develop process improvement plans to drive quality of services according to client expectations. Develop consistent practices for auditing and evaluating customer interactions to ensure client and company goals are met on time. Address Client concerns and follow up promptly to ensure customer satisfaction. Train and develop Customer Experience employees to fulfill client and enterprise expectations. Ensure Operations staff is trained on how to monitor and evaluate Associate calls through overseeing calibration of quality processes within assigned client groups across multiple locations. Ensure all internal and external goals relating to quality monitoring, reporting, feedback from transactions and management of the Quality, Customer Advocacy and Sales Verification Teams are met.

Provide expert observations and data on the performance of Customer Service/Sales Representatives against customer experience standards. Responsible for clear and concise documentation and analysis of calls through an automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels. Issue Alerts on CSR behaviors and compliance requirements observed during monitoring. Actively participates in both internal/external calibration sessions with the Client and Customer Experience team. Provide recommendations on improving the Customer Experience process to achieve departmental goals, objectives, and conduct.

Manage Client phone/web/mail queries promptly and efficiently, per company policy and procedures. Provide quality and efficient customer service to customers; investigate account issues, respond to general inquires taking appropriate action while providing follow up to customers.

Answer incoming calls, route incoming mail, and telephone calls. Provide potential customers with information pricing regarding internet advertising. Process recorded verification of sale transactions. Scan invoices and graphic work as needed, maintain spreadsheets for the ordering of office supplies. Manage customer database records with recurring and same-day Transactions. Generate reports based on daily, weekly, and monthly transactions including previous year's accounts to begin the account renewal process. Assist with processing residual and commission payroll.