Actively provided case management services for theCalifornia Mortgage Relief Program, conducting eligibilityscreening for applicants, reviewed applications anddocuments to verify eligibility in accordance with CALHFAprocedures and requirementsManaged case workload including sending requests fornecessary documentation to determine applicant eligibility,correspond and communicate with applicants regarding thestatus of their application and documenting eligibilitydecisions and entering in the databaseInteracted with applicants, provided program andapplication information, answered questions and revieweddocumentation for completeness, legibility and adequacyHandled applicant escalations and transferred calls fromcontact center agents, logged complaints and utilizedcomplex problem solving skills to de-escalate applicantissues and complaints

Answered routine customer inquiries for Retirement, Non-Retirement and 529 College Savings investment plans, discussed company fund information, current market conditions while fielding calls appropriatelyArticulated customer concerns and problems, contributed to solutions within the scope of work via inbound and outbound callsAdhered to all policies and procedure guidelines and customer service standards to achieve operational, productivity and quality objectivesProactively reviewed and applied information from internal communication platforms regarding new products, market conditions and regulatory requirements to stay current and operate in the best interest of the customer, funds and company

Answered, responded to, and solved customer technical calls regarding the Care Innovations products, interacting with patients and clinicians Actively managed the support ticket queue and ensured timely and complete responses are being made by all agentsInterfaced with Engineering, Sales, Production and Product Development to ensure the best customer support experience can be provided to customersAnalyzed support tickets for trends and issues experienced by customer base and worked with management to develop short term and long term solutions

Processed all medical claims eligible and ineligible for payment ensuring that all claims are accurate and meet department quality, production standards and specificationsPromoted to Claims Corrections Units within one month of hire and completion of training specializing in the corrections of all medical claims pending, approved and denied previously to ensure payments and refunds are processed accurately while meeting department and company deadlinesDemonstrated vast knowledge of medical coding and billing, medical terminology and documentationDetermined level of reimbursement based on established criteria, provider contract, plan and employer group provisions, for multiple products within companyMaintained 100% accuracy on all claims audited by Audit Department

Managed and facilitated day to day operations of call center in order to create, maintain and improve customer and cleaning service pro experience. Extensive knowledge of all forms of customer communication which includes calls, emails, text messages and live chat. Managed, trained and coached Customer Support Specialists to ensure knowledge and understanding of current policies and protocols Developed Customer Support Specialist training manual, Customer Help Center and contributed to the development of manuals and policies to stimulate growth of customer and cleaning service pro relationships as well as company operations Managed all customer account billing transactions, processed receipts and invoices, advising customers of any outstanding debt and worked with customers to ensure account billing was up to date. Facilitated dispute resolution between, customer, cleaning pro, and company to ensure that all disagreements were resolved and handled in a professional and timely fashionCollected, organized and provided analysis of data from ongoing reports and worked with Engineers and Head of operations to identify any trends or patterns and the impact they may have on product and operations.

I first helped launch the Sacramento call center as a Client Services Specialist and a month from my date of hire,began helping to fill appointments that were not booked. As I quickly caught on to that, I was given the responsibility of delegating tasks to my colleagues to fill those appointments, and soon after appointed the Unbooks Team Lead. My continued involvement in the improvement of the appointment fulfillment process was recognized by upper management. I began working more closely with upper management, the Operations team, the Engineering team, as well as the Product team to come up with strategies to further improve this process. As a result, I was able to execute a process that reduced company costs and discounts by 70% and with the involvement of a colleague, was able to take the appointment fulfillment process from being handled manually to automated. Both of these factors have had a major impact in the improvement of the appointment fulfillment process from customer service perspective and better business practice. Managed and lead teams of Client Services Agents to optimal performance as measured by call center goals for productivity, quality and reliability.Promoted from agent to Team Lead to Supervisor within 3 months from date of hireAdapted and created new processes and analytics to develop a plan that reduced discounts given by 70%Created and implemented lunch and break schedule for over 50 agents to maintain proper coverage of operational needs and California law