Handled customer service issues by providing guidance or escalating for advanced support. Assisted customers with various types of technical issues via email, live chat and telephone.Served as first point of contact for incoming technical service calls and emails.Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control a n d other tools.Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.Communicated with other departments to establish action plans and manage open claims to closure.Planned and conducted investigations of claims to confirm coverage and compensability.Documented specific claims by completing and recording forms, reports and logs.Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions.Drafted statements of loss to summarize damages, payments and underlying policy coverages.

Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction a n d retention.Helped customers by answering questions and locating merchandise.Initiated friendly conversation with customers to determine level ofassistance required.Followed company policies, rules and procedures to promote company goals and maintain safetyRestocked shelves, racks and bins with latest merchandise and changed signage to promote special items.Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.Used product knowledge to suggest items to match client needs.