Daisy Simons Email & Phone Number

Pennsylvania, United States

Providing best-in-class customer service experiences to healthcare provider partners through calls, emails, and chat, proactively upsell features, and make it easy for customers to utilize Zocdoc's services effectively.Seeking opportunities to make using Zocdoc easy for providers through multiple channels, streamlining their interactions and improving their overall experience. Acting as the voice of Zocdoc, treating each interaction as a chance to create lasting positive impressions, offer proactive solutions, and humanize the connection between the product and users. Resolving issues quickly and effectively.Developing a deep understanding of Zocdoc's platform and services, inspiring engagement by demonstrating the value it can bring to users through multiple support channels.Maintaining accurate records of all interactions, ensuring that our commitment to making healthcare easy is consistently upheld, regardless of the communication method.

Remote

Online Banking answers extremely heavy phone call volume in a very fast past environment while verifying personal information, assisting in retaining qualified members via phone, outreaches, scheduling appointments.Maintained a customer resolution rate of 95% over my tenure with the company.Upheld quality control policies and procedures to increase customer satisfaction.Participated in ongoing proprietary product training and certifications to become more of an asset and advance my knowledge in problem solving, Ibanking software, and customer service.Executed on-time and under budget project management to resolve complex issuesLed team engagement to assist cross-functional departments and achieve goals.Managed interactions with over 200 financial institutions, aiding customers with tasks like account access, demographic updates, and biometric enrollment.Provided advanced technical support to ensure seamless banking system operation, collaborating with teams and vendors to resolve complex issues.Efficiently handled customer inquiries via phone and email, adhering to bank-specific procedures and guidelines.Evaluated and improved programs for compatibility and effectiveness within existing systems, maintaining strict confidentiality.Drafted user-friendly operation instructions and provided comprehensive assistance in managing travel notes, debit card issues, fraud alerts, and unrecognized logins.Lookup discrepancy for debit card, credit card and balance inquiry and resolve customer’s complaints. Work with variety of computer software components, such as Cisco, Jabber, Slack, Calabrio, Tethered, Procedure Flow, MR Outreach, Outlook, and Bank Office

Set attainable daily, weekly and monthly goals and game plans for the grievance department.Cross-trained new team members, resulting in a 17% increase in customer satisfaction ratings from the time I was hired.Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.Successfully multitasked while navigating various functions of the company's service management system.Volunteered to handle complaints and issues for managers during busy time periods.Proactively addressed customer needs, delivering information and completing transactions regarding Bank products and services.Recommended tailored Bank products/services to enhance customer relationships and foster retention.Resolved customer complaints or issues promptly, escalating complex problems for timely resolution.Owned customer issues, ensuring resolution or escalation, with follow-ups to confirm satisfaction.Adhered to risk and regulatory standards, identifying and escalating issues as needed.Focused on diversity and inclusivity, reflecting M&T Bank's values.Assisted customers with charge verification, disputes claims, and fraud claims / cases while prioritizing account security.Closed accounts, reissued debit cards according to dispute policies.Provided balances, opened CD accounts, discussed APY rates and disclosures.Educated the customer about different accounts that they qualifies for.

Pennsylvania, United States

Contract positionAssisted over 40 clients daily with their needs and concerns via phone, email, web chat, and faxCoordinated internally with operations and logistics to maintain knowledge of new company productsTrained new hires on products and services, best practices and protocols to reduce process gaps.Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisors.Managed various accounts, ensuring accurate record-keeping and assisting with renewals and closures.Conducted sales conversations promoting products/services and assisted with mobile and online account access.Handled service requests for fraud reporting, card freezes, and account closures promptly.Worked with team leaders to maintain high customer service standards.Utilized multiple systems for customer support and transactions.Distributed tax forms and helped customers update personal information.Provided troubleshooting support for passwords and website issues.Investigated fraud cases and proactively monitored for suspicious activity.Ensured compliance with regulatory requirements and collaborated with other departments for comprehensive investigations.Mentored new employees on procedures and policies to maximize team performance.