Kervin James Email and Phone Number

Motivate and coordinate a team of over 30 service agents to assist customers, regarding plan benefits while in addition working to escalate complex and technical issues within the health plan.•Developed technical training tools for CSRs to assist with plan information in order to provide accurate assistance to callers which caused CSR Quality scores to increase by 20%.•Analyze internal processes of CSR workflows, and recommended policy changes to improve overall operations, which led to an increase of productivity by 10% within leadership. •Process over 100 escalated tickets daily regarding claim configuration, plan portal technical issues, internal system software, and plan benefit issues leading to a 90% resolution rate.

Work with health care members, providers, and brokers in order to assist them regarding claims, health care benefits, and eligibility. While in turn analyzing data to provide accurate solutions to problems by phone, mail, and email. Use knowledge of multiple plan details and policies to accurately provide product support and technical assistance plan websites and overall provider data.•Worked with management to develop claims training workshops to enhance provider response time and develop CSR processing skills, to provide more detailed and accurate information.•Answered over 100 calls per day which exceeded quota by 15%, while completing customer insight reports and inputting over 10,000 units of sensitive member data.

Work with new and existing sales specialist on sales methods, customer interactions, sales trainings, and overall providing an experience to each guest we will encounter. Developed on hand training exercises to develop the skills of numerous team members so that they can understand their products and provide a better guest service.

Consult and advise our guest on product inquiries and assisting them on their purchases, while working in a high volume department to ensure daily, weekly, and monthly sales goals. In addition to keeping the department well organized and filled with products, I also provide each guest with a great customer service experience from the time they enter the department till when their purchase is complete.