Caleb Deleault Email & Phone Number

• Perform review of customer interactions providing feedback to CSR’s, team specialists and directors.
• Create workflow recommendations to training, team specialist and call center leadership team.
• Provide technical product/workflow knowledge to CSR’s, team specialists and directors.
• Coach errors and partner to develop plans to prevent repeat errors though improved documentation, workflows and training.
• Liaison for team specialist group partnering in problem solve efforts… Show more
• Liaison for team specialist group partnering in problem solve efforts, documentation improvements and workflow implementation.

Springfield MA

• Streamlined helpline database saving 26 hours annually with automated reports resulting in targeted coaching to knowledge gaps, improved CSR knowledge, efficiency gains in handle time and quality averages.
• Created new guidelines for new hire general letter review resulting in increased correspondence accuracy and a savings of $71,500 through reduced call backs.
• Coached CSR’s to meet handle time, QA, CSAT and service level goals resulting in efficient, accurate customer… Show more
• Coached CSR’s to meet handle time, QA, CSAT and service level goals resulting in efficient, accurate customer interactions
• Collaborated with business partners across the organization.
• Handled escalated/complex cases seeking resolution in client’s best interest.

Springfield MA

• Serviced life insurance, annuity and disability insurance contracts.
• Exceeded QA, handle time and CSAT metrics.

Suffield CT

• Oversaw digitalizing paper records into existing database resulting in saved time and efficiency in sharing documentation. Improved customer experience by reducing hold time/volume and call backs.
• Developed and maintained new hire training, delegated daily assignments, tracked metrics and confirmed order delivery with distribution.
• Qualifying and coordinating patient needs between MD’s insurance carriers and respiratory therapists to ensure compliance with therapy.