Daphne J Email & Phone Number

➸ Responsible to manage new hires, backfill, and on-the-job training programs to cross culture and Health Insurance domain➸ Identifying training/refresher needs and creating an action plan to address performance issues➸ Coordinating training programs across Division and ensuring integration of strategy/training inputs across the unit ➸ Steering two projects along with performing the Process Knowledge Test on a monthly basis ➸ Handling data management and responsible for internal & external audit compliance➸ Administering the escalation calls adhering to HIPPA privacy rules➸ Performing quality audits to understand the root cause of the issues and take input on the misses due to knowledge gaps, initiate training plan to cover the knowledge gaps➸ Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution➸ Keeping records of customer interactions, processing customer accounts, and file documents➸ Monitoring calls for the new team and was also accredited as a Call Coaches

➸ Evaluated the past due accounts and communicated to the customers for the payment of the same ➸ Handled the incoming calls and educated the customers about the payment process of the accounts ➸ Guided the social team in recovering debt on seriously delinquent accounts.➸ Updated and maintained the data about the customer interactions, transactions, comments, and complaints➸ Processed the orders, forms, applications, and request ➸ Ensured customer satisfaction and provided professional customer support