Trinity Lowe Email & Phone Number

San Francisco Bay Area

San Francisco Bay Area

San Francisco Bay Area

San Francisco Bay Area

As part of Intuit Health Group, handled the business operations of the Bill Pay feature of Quicken Health Expense Tracker. Improved users understanding of their medical bills by assisting with payment inquiries and providing product support. Partnered with Product Management and Product Development to drive customer delight and improve the customer experience within the product.• Interviewed, hired, trained and supervised a small team of temporary contractors.• Developed training… Show more As part of Intuit Health Group, handled the business operations of the Bill Pay feature of Quicken Health Expense Tracker. Improved users understanding of their medical bills by assisting with payment inquiries and providing product support. Partnered with Product Management and Product Development to drive customer delight and improve the customer experience within the product.• Interviewed, hired, trained and supervised a small team of temporary contractors.• Developed training material that aided in the quick onboarding of temporary contractors.• Created and implemented a QuickBase database application to securely store payment details and allow for sharing amongst multiple users.• Handled inbound calls and emails from customers inquiring on medical claims and payments with professionalism and sensitivity.• Prepared payments, issued refunds, and reconciled daily transactions.• Researched and responded to bank chargebacks and disputes.• Served as the customer advocate on a special taskforce charged with handling the retirement of a highly adopted product. Show less

Santa Ana, Ca

As a member of the Quality Assurance team, monitored the quality of inbound calls to the Phone Bank call centers, evaluating the accuracy of information provided, customer service skills used, and ensuring compliance of federal regulations, state laws and bank policies.• Provided 1-on-1 coaching to 100+ agents on performance, delivering insights to improve performance in service delivery, accuracy, compliance and timeliness. • Implemented a Quality Assurance program that established… Show more As a member of the Quality Assurance team, monitored the quality of inbound calls to the Phone Bank call centers, evaluating the accuracy of information provided, customer service skills used, and ensuring compliance of federal regulations, state laws and bank policies.• Provided 1-on-1 coaching to 100+ agents on performance, delivering insights to improve performance in service delivery, accuracy, compliance and timeliness. • Implemented a Quality Assurance program that established standards of quality to adhere to while in training, resulting in a significant increase in the customer satisfaction scores of new hires.• Delivered informative and highly participatory training on quality and superior customer service to new hires and additional teams throughout the call centers.• Responded to over 120 calls per day from customers with diverse needs and personalities, skillfully resolving simple to complex issues.• Platinum Level Customer Service award winner for providing excellent customer service, nominated by senior management.• Service Excellence award winner for creating and presenting training material on the daily responsibilities of Phone Bankers. Show less