Melissa P. Email & Phone Number

Hartford, CT, US

Hartford, Connecticut, United States

• Conduct thorough quality reviews on third-party administrators, call center, and back-office processing functions, ensuring adherence to company standards.
• Analyze quality data to identify trends, issues, and opportunities for improvement, providing valuable insights to the management team.
• Maintain up-to-date knowledge of products, processes, and procedures, contributing to a comprehensive and efficient quality control program.
• Collaborate with operations leadership, actively participating in front-line staff meetings to promote and educate others on quality program objectives.
• Assist in maintaining a comprehensive and complete quality checklist for new business functions.
• Perform back-office processing and/or call center support during periods of increased business needs. Train and mentor contractors to successfully complete work-related tasks, contributing to the overall skill.

Hartford, Connecticut, United States

Expedites the transfer of incoming funds and paperwork for annuity applications. This entails frequent communication with insurance carriers, financial advisers, their assistants, and Back Office operations staff to resolve application issues.

Windsor, CT

Facilitated new hire onboarding as well as continued education opportunities within the organizationCreated and managed a new training manual for new hires to streamline onboarding procedure and build a consistent learning journey

Hartford, Connecticut Area

Established the public transit team where we disbursed bus passes from several public transit companies while in adhering to the company’s mission statement of “avoid fraud, waste, and abuse”.

East Hartford, Connecticut

Assisted resolving complex issues such as lost check, expense reporting and other related issues.

Hartford

Diffused volatile customer situations calmly and courteously. Accurately documented, researched, and resolved customer service issues.

Effectively managed a high-volume of inbound and outbound customer calls.Addressed and resolved customer product complaints empathetically and professionally.Gathered and verified all required customer information for tracking purposesDiffused volatile customer situations calmly and courteously.Accurately documented, researched and resolved customer.