Received inbound calls from first time unemployment applicants and assist with the application process. Provided support and assistance on unemployment claim matters.Maintained accurate records regarding details of customer contact.Advised what documents were to be uploaded to move forward with claim being approved.Assisted with training and development of new team members.Performed support-lead duties to assist the team lead when necessary. Answered question on the designated question chat to assist team members with inquiries claimants had.

Quality Specialist I 06/2019 – 01/2020 Performed quality check and audits of inbound and outbound calls to ensure adherence to policies and procedures and high level of customer service.Escalation/Support Specialist I 09/2019 – 06/2020Investigated and resolved access and cultural sensitivity issues identified by customer services staff.Customer Service Representative II 06/2016 – 9/2019 Provide first call resolution working with appropriate internal/external resources, and ensure closure of all inquiries on health plan.

Provided customer service and technical support for customers experiencing an issue with/ having a question about their diabetes therapy devices (insulin pump and continuous glucose monitor) or related diabetes therapy products.Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.Obtained experience using CRM to identify customer accounts, set up shipments and research customer history.Educated clients on best use and practices to obtain full use of medical devices.Set up trainings and additional classes with field representatives to assist with the customer knowledge of the products being used.Participate in special projects or initiatives on an ongoing basis such as Mini-med connect, and live web-ex demonstrations and support to clients on product use.

Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.Use multiple software programs and navigate through multiple screens and programs at the same time.Obtained experience using SAP to identify customer accounts, set up shipments and research customer history.Provide customer service and technical support for customers experiencing an issue with their diabetes therapy devices or related diabetes therapy products.

Handled incoming calls within a fast paced environment and e-mails from existing personal lines customers, agents, and third party insured.Limited outbound calls and follow-up work as required to process customer requests. Answered questions on and provided explanations regarding service requests and coverage, limits and deductibles considering customer needs.Requested necessary forms and follow-up on receipt of documents. Follow up for necessary documents and payments in order to process customer requests.Provided counseling regarding insurance needs and product availability.Obtained and maintained current understanding and proficiency in service techniques and product offerings.

Received routine inquires and request from internal and external customers by phone, e-mail, or correspondence.Researched information required to respond to the requests and concerns of the caller/requestor.Directed requests to other areas in accordance with established guidelines.Data entry within the Customer Service A/P desk and other related systems accurately and efficiently.Prepared accurate and timely responses to e-mail and correspondence for inquiries or escalations about products, services, or payable issues.

Processed and updating insurance to borrowers’ loans.Making sure the borrowers refunds are processed accurately and in a timely manner.Performed data entry duties, verifying accuracy of information.Advised borrowers of the terms of insurance on loans.