Michelle Gray Email & Phone Number

United States

Florham Park, New Jersey, US

• Enhanced Customer Experience: Optimized interactions by providing friendly, knowledgeable support while ensuring adherence to compliance standards, achieving a 91% Net Promoter Score (NPS) and 100% customer satisfaction.
• Escalation Management and Training: Skillfully handled escalated calls, maintaining high customer satisfaction and training team members to create memorable brand experiences that improved client loyalty.
• Quality Assurance and Compliance Oversight: Conducted daily call monitoring and monthly internal process audits for assigned client programs to ensure quality and compliance, including HIPAA adherence.
• Performance Monitoring and Feedback: Audited calls and led quality meetings to discuss performance metrics, offering feedback and improvement strategies to ensure consistent service excellence.
• Training and Development Initiatives: Developed and delivered training programs to boost agent performance, compliance, and quality standards, directly contributing to a 15% increase in customer retention.

Florham Park, New Jersey, US

Florham Park, New Jersey, US

• Averaged 20+ calls per hour while maximizing productivity and minimizing after call minutes
• Searched through claims to resolve billing issues/disputes
• Provided excellent customer care while handing issues involving health benefit questions, open enrollmentregistration, and/or changes to health plans
• Educated clients on their specific plan, primary benefits, and optional benefits
• Went through specific client training in order to serve their wants and needs
• Used high quality internet speeds in order to efficiently quicken the process; and work in an designated area inorder to keep a distraction free environment

Mountain View, CA, US

- Optimized funnel by maintaining a 25% conversion rate from initial touch to lead sign up- Research high converting opportunities to maintain a 24% open rate - Research competitors and showcase product features as well as conduct customized product demos outlining benefits, generating an annualized opportunity of $29,580 in revenue- Implement strategies.

Stamford, CT, US

- Created a strategy to contact high fit accounts which resulted in a total annualized opportunity of $45,000 in revenue - Averaged 2-3 sales daily using proven sales techniques such as consistent follow ups and presenting value in pitches- Created efficiency in sales process by reducing daily outreach to only 40 - 60 touches while still hitting 100% of.