• Conduct comprehensive training for new hires, ensuring proficiency in technical skills and successfulcompletion of training modules.• Provide mentorship during call shadowing to enhance onboarding and deliver targeted coaching for team member development.• Collaborate in the implementation of updated training procedures to align with industry standards andfacilitate continuous team education.• Perform meticulous claims reviews and quality assurance for call handling, offering constructive feedback and compiling detailed reports for performance optimization.

• Managed a high volume of incoming calls, providing courteous and effective service by collecting information and addressing customer inquiries.• Demonstrated strong problem-solving skills to resolve customer issues efficiently, with timely escalation for more complex cases.• Exceeded daily performance benchmarks, maintaining exceptional call handling productivity and achieving high customer satisfaction ratings.• Adhered strictly to company procedures and policies, maintaining detailed and accurate accountdocumentation for all interactions