Gjwallhya J. Email & Phone Number

• Lead the build/configuration, implementation, evaluation, training, and maintenance of enterprise-level software solutions.• Develop and oversee the execution of implementation plans, ensuring alignment with project goals and timelines.• Provide guidance and mentorship to junior implementation specialists, facilitating their professional development.• Respond to inbound requests from multiple channels, ensuring adherence to prescribed service levels and delivering resolutions.• Assess the criticality of issues, prioritize them accordingly, and manage their resolution through email and phone support.• Identify and implement hardware and software solutions to address customer needs and technical challenges.• Troubleshoot and resolve complex technical issues, ensuring minimal disruption to client operations.• Provide accurate and timely feedback to customers, maintaining high levels of satisfaction and engagement.Key Accomplishments o Reduced average response time to inbound requests by 20%, enhancing overall customer satisfaction and service efficiency.o Recognized for exceptional problem-solving skills, resulting in a 25% increase in first-call resolution rates.

Englewood, Colorado, United States

• Reply to inbound requests from channels in prescribed service levels.• Determine, review criticality and prioritize resolution of issues.• Manage support ticket via email and phone calls.• Identifying hardware and software solutions.• Troubleshooting technical issues.• Providing timely and accurate customer feedback.• Testing and evaluating new technologies.

Orlando, Florida, United States

• Resolved complex patient issues by handling escalated supervisor calls and ensuring effective problem resolution.• Trained new hires on telecom systems and customer service skills for enhanced patient interaction quality.• Generated call logs and reports daily, implement strategies to minimize abandoned calls and improve efficiency.• Managed both electronic data and paper files of medical information records, ensuring accuracy and confidentiality.• Organized and maintained patients' medical histories and test results for easy access by doctors and insurance companies.• Released medical records in compliance with HIPAA regulations, ensuring patient privacy and data security.Key Accomplishments o Enhanced new hire performance and customer service quality by 25% through outstanding training programs.o Received recognition for maintaining 100% HIPAA compliance in medical record handling and release procedures.

Orlando, Florida, United States

• Recommended products/services, explained details accurately to meet member needs, and enhanced satisfaction and engagement.• Cross-trained and provided backup support for other reps, ensuring seamless customer service operations.• Efficiently managed customer service tasks, resolved issues promptly to maintain high service standards.• Maintained cleanliness/presentation of service area and marketing materials, ensured a professional and inviting environment.• Assisted members with account problems, ensured timely and effective resolution for a positive customer experience.Key Accomplishmentso Increased product adoption by 15%, enhancing member satisfaction and engagement levels.o Reduced issue resolution time by 20% through streamlined administrative processes and efficient problem-solving.

Pompano Beach, Florida, United States

• Calculated premiums and established payment methods, ensuring accurate financial transactions for insurance sales.• Finalized sales transactions, collected necessary deposits, and processed payments efficiently.• Demonstrated exceptional customer service skills, employing appropriate diagnostic sales techniques to meet client needs.• Provided support and guidance to clients, addressing inquiries and resolving issues related to insurance policies.Key Accomplishmentso Achieved a 20% increase in sales revenue through effective premium calculations and sales finalizations.o Maintained a high customer satisfaction rate of 95% through exceptional customer service and sales techniques.

Vero Beach, Fl

• Assessed client needs, negotiated prices, and guided customers through the credit process for vehicle purchases.• Assisted in maintaining optimal inventory levels, ensuring availability of desired vehicles for customers.• Fulfilled responsibilities as Finance and Insurance Manager when required, managing financial aspects of sales transactions.Key Accomplishmentso Successfully assisted clients in purchasing vehicles, resulting in a 15% increase in sales revenue.o Attained full certification as a Toyota sales professional, enhancing credibility and expertise in automotive sales.

Associate In General Studies

Education record