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 • 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, documentation improvements and workflow implementation.• Run QA based recognition program for customer service center Show less

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 • 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 interactions• Collaborated with business partners across the organization.• Handled escalated/complex cases seeking resolution in client’s best interest. • Developed and delivered trainings and new workflows and educated CSR’s best practices Show less

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.