• Provide technical expertise to co-workers • Provide exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and general public• Report issues or concerns to management • Work with coworkers, management, and other departments to help coordinate problem solving in an effective and timely manner• Handle elevated supervisor calls while diminishing the negative response from frustrated members and providing professional and compassionate service• Responsible for handling and resolving complex member and provider issues• Assist in training and coaching of staff• Report phone stats to team• Answer staff questions regarding incoming calls. Identify trends for training needs based on Q&A support.• Audit staff as requested• Assist with developing training materials and departmental workflows• Complete departmental reports as required• Attend meetings and work on special projects as assigned• Follow up with members and agents from escalated calls to provide accurate resolutions to escalated issues on a daily bases

• Performed exceptional and professional customer service through call-center management software.• Managed clinic & hospital relations in requesting information on patient services.• Managed member accounts on an internal computer database system.• Created detailed notes on customer service accounts to ensure adequate information was on the call-log for future inquiries.• Assisted members in locating local doctors, clinics, and hospitals for which their coverage allowed.• Successfully safeguarded member PHI; disclosing information only to the member or authorized personnel.• Assisted members in making appointments with Primary Care Providers and other specialists.

• Increased sales as a result of providing genuinely friendly and helpful customer service.• Monitored KPIs for active adjustment of selling plan to reach sales forecast goals.• Maximized revenue through active suggestion of additional items that would be of interest to the particular customer’s taste and choice.• Managed orders and sales accounts before final point of sale.• Used Inventory Management principles in monitoring for loss prevention.• Promoted current sales and promotions to maximize ADS, UPT, and Conversion rates.• Performed various cleaning and workstation maintenance actions to ensure standards and quality management was held to a high standard.

• Increased customer satisfaction by providing a warm welcome and pleasant departure• Performed basic teller transactions on a computer monitor• Reconciled several monetary reports based on type of currency transaction• Ensured accurate transactions by utilizing currency counter to accurately count large sums of currency.

• Increased customer satisfaction through the effectiveness of responses given to customers’ questions during front and back office activities/ roles.• Implemented and maintained an Inventory Management system of spreadsheets and labels to ensure accurate counts of merchandise on hand.• Assisted in effective organization of both 2011 and 2012 Miami Book Fair International’s peak seasons of product procurement cycles.• Ensured customer satisfaction through operations and personnel management.

• Ensured customers were satisfied in service provided in multiple levels of their dining experience.• Proactively engaged customers to ensure a friendly service-oriented ambiance was provided.• Coordinated actions to correct any problems with clients to ensure customer satisfaction at all times.• Actively monitored and maintained tables on standards and cleanliness to ensure customers were comfortable throughout their dining experience.• Executed deliveries with a 98% success rate on timely delivery.