*Completed Medicare Advantage Certification. *Assist members with questions regarding their benefits in an inbound contact center. *Work in a fast-paced environment.*Document interactions through an internal tracking system.*Maintain performance guidelines for member satisfaction.*Specialize in inquiry accuracy and productivity.*Work closely with a team to provide excellent service.

•Manage inbound calls in an efficient and timely manner.•Identify needs, clarify information, and provide timely customer solutions.•Educate customers on options for diverse medical products and services•Follow proven processes and best practices to resolve customer inquiries•Support community agencies in the continuity of care as their patients transition their healthcare.•Lead customers through shipping and billing inquiries.•Route essential customer information to appropriate personnel as needed.•Document customer conversations and interactions in a comprehensive, thorough manner.•Comprehend medical product features and benefits, availability, and distribution.

Due to a family emergency, I made the decision to become a full-time caregiver, prioritizing the needs of my loved ones. I am now prepared and enthusiastic about returning to the workforce, eagerly embarking on my next professional journey.

In my role as a Row Captain Tier 3 Leadership at Saia Motor Freight, I provided strong leadership and support to a team of 10-15 customer service representatives. Initially, my focus was on training, mentoring, and ensuring quality assurance. I offered guidance and coaching to facilitate their professional development and provided assistance to our chat and email team.During the shift to remote work due to Covid-19, my responsibilities evolved significantly. I transitioned to a role where I provided support to customer service representatives across two different locations. Customer satisfaction became our primary focus, and I specialized in handling escalated calls to ensure prompt resolution.Working closely with Terminal Managers, Regional Managers, and Claims Prevention Managers, I collaborated to resolve escalated customer issues related to freight. I effectively communicated realistic time frames for providing updates or solutions to customers. Most issues were resolved or updated within a day or two, sometimes even within a few hours. To ensure timely follow-up, I diligently set reminders for myself.Additionally, I played a vital role in driving team productivity and development by providing weekly reports and statistics. These reports helped identify areas for improvement and supported the team's ongoing growth and success.I took pride in my ability to de-escalate calls and deliver exceptional customer resolution, always striving to uphold the highest standards of service.

As a Customer Service Representative at Saia Motor Freight, I played a crucial role in ensuring customer satisfaction and maintaining strong business relationships. My responsibilities included:*Tracking and monitoring freight for customers through inbound calls, providing timely and accurate information regarding their shipments.*Engaging in effective correspondence to meet customer needs, addressing inquiries, resolving issues, and providing exceptional service.*Supplying daily, weekly, and monthly performance report cards as necessary to maintain and strengthen customer relationships and business levels.*Collaborating with customers on problem shipments, conducting thorough analyses, and implementing corrective measures to improve service performance and resolve any issues.*Actively participating in resolution conference calls, engaging with customers to address concerns and find mutually beneficial solutions.*Contributing to projects focused on process improvement and quality assurance, identifying opportunities to enhance customer satisfaction and streamline operations.Through my commitment to excellent service and proactive problem-solving, I consistently aimed to exceed customer expectations and contribute to the overall success of the organization.