Randall Resch Email and Phone Number

-Assisted customers with troubleshooting and providing status on existing trouble tickets and systems and equipment information-Provided First Call Resolution help-desk solutions by resetting passwords, rebooting equipment, forwarding phone lines, etc. for inbound callers-Constantly learned new systems and skills as company took on new customers and services, and unified their processes

-Observed live and recorded Blue Cross Blue Shield healthcare calls to ensure quality and accuracy of call content; reviewed customer resolution surveys to determine root cause of customer concerns-Provided feedback to operations to improve satisfaction and resolution survey results, and anticipate customer needs -Coached agents regarding observed calls and surveys-Tracked and compiled data into easily digestible reporting, highlighting successes and areas of opportunity-Acted as Subject Matter Expert, answering inquiries, resolving escalated issues and promoting First Contact Resolution-Answered inbound customer calls to support client needs and continue learning

-Completed observation and monitoring (recorded, live, side-by-side) and provided coaching for agents taking health care calls from B.C.B.S. insurance members-Answered inbound calls, including handling escalation calls through to resolutionMonitored and reported on attendance and staffing, and made recommendations to staffing team to optimize service levels-Conducted interviews of potential employees prior to hiring -Communicated constantly with B.C.B.S. client to ensure departmental information, workflows and processes were up to date

-Placed ads for several New York Times Regional Media Group newspapers, building and growing customer relationships via phone, email, fax, and web portal-Processed photos, logos, and layout designs and presented them to customers along with other up-sells for added value-Edited classified ads in-house prior to submission for printing

-Provided exceptional service to healthcare providers and insurance members regarding benefits and claims-Recorded detailed documentation of all contacts and follow-up work-Handled escalated customer calls and internal informational support calls (question line)