Answered 35-60 calls per day from both clients as well as advisors. Providing single call resolution was my top priority. This was accomplished by asking probing questions and providing detailed instructions or fulfilling all of the needs of the caller. Meeting or exceeding all current key performance indicators within first 90 days of employment. Continued to maintain stats throughout new call training and skill types.

Assisted in benefit related Human Resources inquiries, this included open enrollment, new hire enrollment, COBRA as well as life event changes.

 Developed and published detailed communication to customer care agents regarding customer affecting issues. Analyzed and categorized real time issues affecting consumers to help effectively manage incoming call volumes. Researched 100-600 incoming escalations for validity and reported issues to multiple departments including broadcast, executive staff and engineering effectively. This included conference calls, email communication as well as round table discussions to help determine next steps. Created and maintained high level reporting for senior management including executive level meetings. This included real time data analytics, report tracking and presentations.