Susan Wehiwa Beesley Email & Phone Number

United States

Conduct comprehensive reviews of member care calls and chat interactions to ensure adherence to company standards, protocols, and customer service excellence.Evaluate service quality, accuracy, and compliance with internal guidelines, identifying areas for improvement and providing actionable feedback to customer support teams.Collaborate with cross-functional teams to develop and implement QA processes, fostering continuous improvement and consistency in service delivery.Perform regular audits of customer interactions to assess the effectiveness of team performance and identify training needs.Prepare and present detailed reports on findings, trends, and opportunities for enhancing quality, accuracy, and customer satisfaction.Utilize QA metrics and industry best practices to maintain high standards and improve member experience across all communication channels.

Remote, Utah

• Achieved and maintained high 95% performance ratings in customer satisfaction through personalized member care strategies, contributing to enhanced customer retention and loyalty. • Resolved escalated customer services inquires and complaints to maintain satisfaction.• Handled day-to-day customer contact via telephones, faxes, and email.• Oversee teams of 8+ Member Care specialists day-to-day, providing specialists with knowledge, coaching and support to assist with high customer satisfaction experiences. • Collaborate with leadership to implement necessary training or coaching opportunities. • Manage multiple tasks and met time-sensitive deadlines. • Interpret customer and agent needs, introducing services and education that fits the specific requirements.• Execute efficiency using multi-agent systems; such as but not limited too (Five 9, Snap engage, Genesys, Zendesk Emails and JIRA software)

Remote, Ut

• Achieved over 85% quality performance rating in customer satisfaction.• Assisted members with correcting accounts, services, and system issues by educating on required forms and technical processes. • Achieved large volume of customers every day with positive attitude and focus on customer satisfaction.• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educational responses to diverse customer questions.• Listened and responded to customers requests and collaborated with other teams to achieve results. • Implemented high understanding of internal systems and related services role duties to provide skilled team back-up in handling customer inquiries, concerns and demands.

Salt Lake City, Utah, United States

• Mentored new hires, resulting in stronger staff development and increased productivity. • Conducted necessary assessments to identify gaps in performance and develop targeted learning solutions. • Delegated daily tasks to team members to optimize group productivity.• Collaborated with other teams to provide internal structured support and security. • Maintained high standard in performance to ensure company policy is implemented and successful.

Sandy, Utah, United States

• Achieved and awarded perfect scoring for customer satisfaction, implementing brand services and building customer loyalty. • Greeting incoming visitors and customers professionally and provided friendly, knowledgeable assistance. • Provided clerical support to company employees by copying, faxing, and filing documents. • Interacted with customers by a multi-line telephone, email, or in-person to provide information of inquires and requests. • Gathered information, assessed and fulfilled customers needs and educated on importation policies and procedures.• Mentored new hires, resulting in stronger staff development and increased productivity.