Responded to customer inquiries and complaints via phone, email, and chat.•Aided customers with health insurance plan selection, coverage inquiries, and claims processing•Investigated and resolved customer concerns in a timely and professional manner.•Demonstrated a deep understanding of insurance policies, benefits, and requirements.•Consistently achieved and exceeded monthly performance targets.•Maintained accurate and up-to-date customer records.•Collaborated with cross-functional teams to improve customer experience and service quality.•Conducted customer surveys and provided feedback to management to improve customer satisfaction.•Mentored new hires to ensure they were well-trained and able to provide excellent service to customers.•Developed and delivered training materials to new hires and existing team members.•Served as backup lead when needed, ensuring team members were performing to their highest potential and that KPIs were met or exceeded.