Diamyn G. Email & Phone Number

Norfolk Va

Support customers as an advocate by educating and counseling them on procedures to eventually enable self-sufficient system Expected to identify and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate partyFollow defined process to escalate items as neededDocument and manage cases within applicable systems by reviewing, updating, and closing dailyLeverage resources for troubleshooting solutions to client questionsPrioritize a variety of tasks for quarter end and year-end processing and reportingMet or exceeded expectations with schedule adherenceMeet or exceed productivity goals including case closure while balancing the quality of each interactionAttend internal meetings and huddles as scheduled

Remote

Support customer interactions performing basic functions within the Perform application in a team setting in a contact center environmentAct as a front-line triage by taking ownership and troubleshooting the more time sensitive, urgent and less complex issues by developing solutions to questions. Monitor the Perform system and proactively identify actions needed to correct issues as they arise.Expected to identify and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate partyFollow defined process to escalate items as neededDocument and manage cases within applicable systems by reviewing, updating, and closing dailyLeverage resources for troubleshooting solutions to client questionsPrioritize a variety of tasks for quarter end and year-end processing and reportingMust be able to meet or exceed expectations with schedule adherenceMeet or exceed productivity goals including case closure while balancing quality of each interactionMonitor pay planner and update scheduled payroll dates accordinglyAttend internal meetings and huddles as scheduled

Chesapeake, Virginia, United States

Chesapeake, Virginia

Demonstrate a strong customer focus rooted in empathyEmbrace constant change in a fast-paced, tech-enabled environmentCommunicate effectively with peers, management and customersExercise good judgment and independent decision-making skillsEffective time management and organizational skillsDemonstrate exceptional listening, questioning and call control techniqueEducate cardholders on credit card utilization and how to save money on interest and fees

Chesapeake, Virginia

*Administration of benefit plans for assigned clients using established procedures and detailed instructions.*Complete new hire and annual enrollment updates for benefit plans.*Educate participant in the decision-making process by having a complete knowledge of the clients health and welfare employee benefit plans including but not limited to medical, dental, pr3escription plan, life insurance, AD&D, LTD, COBRA , and Health Care Spending/Savings Accounts. *Interpret plan rules to ensure compliance with plan document.

Norfolk, Virginia

*Handle between 150 - 250 calls daily*Assist debtors over the phone to resolve and negotiate repaymenjts*Collected on charged off credit and debit cards for Bank of America, Citibank, Capital One, Discover, and Chase Bank *Multiple application interaction*Knowledgeable of Bankruptcy Laws, Fair Credit Reporting Act, and Fair Debt Collection Practices Act.

Hampton, Virginia

*Deliver troubleshooting for Apple products including iPhone, iPad, iPod, a6nd Mac computers.*Provide thorough support and problem resolution for issues regarding software and hardware issues.*Contribute methodical support for Apple ID account issues.*Achieve consistent rankings in monthly metrics including call duration, after call work, and customer satisfaction ratings.*Built rapport and maintained strong interpersonal skills during customer interactions.

Work At Home

*Provide systematic support for customers regarding their satellite services.*Inform customer about issue resolution progress.*Research issues on various computer systems and databases to resolve inquiries.*Display courtesy, patience, and composure when faced with difficult customer situations.*Maintain required sales quota monthly.

Work From Home

*Allocate adequate assistance to customers in need of preparing their tax returns using the TurboTax software.*Present exceptional customer experience while assisting with preparation of tax returns using the software.*Consult with customers to evaluate needs and determine best options.*Upgrade services and offer additional options available to customer.