Denis Giunti Email & Phone Number

Kansas City Metropolitan Area

Healthcare technology and services company focused on delivering high value customer service Responsible for a team of x specialists with a focus on providing world-class customer care in Social Security Disability and Supplemental Income processingBuilt a culture of high performance through open collaboration and encouraging feedbackHandled all escalations and provided coaching on complex topics regarding approvals, payouts, disability and supplemental income questionsCreated and facilitated training sessions targeted to inform and provide guidance on process, approval, effective communication and work managementPartnered closely with Operations to find ways to upgrade procedures, optimize approval process and set QA expectations

Kansas City Metropolitan Area

Screened patients and completed and processed online Social Security Disability and Supplemental Income applicationsFocused on delivering high value customer service by being informed of all federal regulations, demonstrating empathy and ensuring all questions were answered - consistently scored 95% and above in call audits and a 90% and above on application quality Handled and diffused confused or overwhelmed customers using empathetic listening and solving the root of complaints

Kansas City Metropolitan Area

Completed both homeowner and auto insurance claims with a focus on providing knowledge and guidance to customers while delivering high speed and quality serviceConsistently received above a 93% customer satisfaction rating with customers indicating I attended to them on unpleasant days and was able to offer information, support and connection Help assist customers with intake questions including extensive initial point of contact and setting expectations for claims processingPaid attention to updated state and federal mandates as well as policy and insurance updates to ensure I was providing optimal information to customers

Lees Summit, Missouri, United States

Led an overnight team for a 24/7 customer service center made up of 15 associates Monitored and verified calls for script adherence, communication about services and products and knowledge of company offerings Coached and developed team members through a combination of personalized coaching and feedback, monthly check-ins and annual reviewsManaged payroll, time clock, break and schedule and PTO for all overnight employeesWorked closely with Forecasting and Scheduling Leadership to account for coverage and optimal org and team design. Created and communicated contingency plans for missed shifts

Virginia Beach, Virginia, United States

International analyst dedicated to major tour accounts and customer service Account Manager specializing in customer satisfaction for major corporations, tour operators, travel agencies airlines and affiliates with a book of business of $1M in annual sales Collaborated closely with field operations, sales, collections and corporate account holders to ensure prompt and efficient customer service and retentionCreated systems and processes to optimize reconciliation for payments Handled escalations and complaints in an effective and timely manner to customer satisfaction