Answered member calls for health insurance client; answered calls for self-insured and performance guarantee groups; answered questions regarding benefits, enrollment, in-network physicians, and claims; provided floor support to agents, answering questions and assisting with issues adjusting claims; took over escalated calls; tracked schedule adherence; coded adherence exceptions in system; facilitated 17 week training program for agents new to campaign; facilitated training at other sites; assisted with corporate-wide training projects.