Daisy Rivera Email & Phone Number

United States

In my current role as a Sr. QA Analyst, I am responsible for reviewing Contact Center calls and transactions to ensure compliance, accuracy and that the customers experience exceeds expectations. Also, responsible for communicating trends to the Management team and coaching Customer Service Representatives when necessary.Responsibilities include but are not limited to:- Review transactions for accuracy, completeness and adherence to company policies and procedures.- Define, quantify, and analyze error causes. Analyze trends and recommend workflow changes and processing improvements including system enhancements as required. - Coordinate monthly reporting of individual/team processing errors, and the percentage of errors for quality error codes and transaction work types.- Provide feedback to Managers on trend analysis, monthly reporting, and representative progress. Communicate processing errors to representatives.- Work with On-the-Job Trainers to discuss processing trends, determine development and training opportunities, and measure the progress and effectiveness of training.- Attend department staff meetings to discuss processing issues and clarification measures.- Recommend process improvements to identify efficiencies and create standardization throughout the department.

Florida, United States

As a Term Conversion Subject Matter Expert, I assisted with emails and phone calls in reference to term conversion inquiries in support of our Sales and New Business departments. Requests came through via phone, chat, email, and our portal. All requests were subject to security per compliance and answered within normal SLA (1-2 business days). Daily tasks included but not limited to:- Review contracts and/or product details to confirm convertibility.- Review policy or conversion restrictions (when applicable).- Clarify available products and/or riders for conversion.- Identify any discrepancies and/or clarify any reason why the request is no eligible for conversion.

United States

As a life insurance customer care associate (level II) for John Hancock, for calls and email inquiries, we are required to have a positive attitude, solution focused mindset and top-notch customer service skills to make a positive impact on agents/agencies, clients and their families while working from home. Typical inbound calls include but are not limited to: Assisting clients or agencies with billing questions; Cancellation requests; Account delinquencies, Disputes, and reinstatements. Outbound calls are usually scheduled follow-ups or when requested via email. Some of the inquiries we receive and assist with include Illustrations; Taking payments over the phone; Submitting verbal loan requests over the phone; Contract changes and Term conversion inquiries.

United States

As a remote customer service agent for ABC Financial, we are required to have a positive attitude, solution focused mindset and top-notch customer service skills to make a positive impact on members and clients while working from home.Typical calls include - Assisting members with billing questions and updates; Providing cancellation and/or freezing options on member accounts; Resolving account delinquencies and disputes; Responsible for performing outbound dialer/collection calls regarding delinquent accounts; Responsible for noting each account with the call content; Responsible for reviewing accounts and answering customer questions.

United States

As a virtual agent, we take calls from benefit participants for our client. We assist their participants with information concerning their spending account benefits; FSA, DCFSA, HRA, HSA & Commuter. That information can include but is not limited to their balance, enrollment, plan start/end dates, appeals, filed claims, payments, website help, etc. Each call is followed by a detailed account of the participant’s needs and how they were resolved. Always greeted callers with client script and trained to provide upscale customer service.