Laura

Chat agent

Help customers with their transaction information, changes, cancellation, refunds.

English teacher for kids and adults

Campaign: Cigna Insurance, Dental calls and Medical chat

Assisted Dental providers with procedure list codes for coverage, policies, claim information., Assisted customers with Plan benefits, coverage, requirements, policies for some medical procedures, check in network providers, change primary care physician, check medication coverage, check pharmacy handling, verify original claims sent by provider, verify billed codes with diagnosis codes, provider name and ID, check provider network status, denied reasons, assist customers on website for ID cards, coverage documents, guide them on how to submit claims and health programs reports to rewards.

Campaign: Direct tv /Uverse

Ensured timely and accurate information was provided to customers in a professional manner., Responded to inquiries through phone., Diagnosed and resolved technical hardware issues involving internet connectivity, email, signal loss., Provided answers to clients by identifying problems, researching answers and guiding clients through corrective steps., Handled trouble tickets with support interventions for urgent issues., Identified and escalated priority issues per client specifications.

Campaign: Florida Blue bilingual account

Contacted providers to resolve healthcare insurance issues., Provided benefits, checked claims and billing issues., Enrolled new customers into health benefits and verified all information in the system., Resolved customer complaints and handled difficult callers with patience and professionalism., Changed physician and scheduled appointments., Checked medicines covered by insurance.

Campaign: Volaris Airline bilingual account

Planned route based on details provided by customer and computed ticket cost., Answered inquiries regarding airplane emergency procedures., Ensured passengers check-in and accommodation., Assisted travelers with luggage and on-boarding check-in., Rebooked passengers on late arrivals by maintaining customer satisfaction without compromising company guidelines., Provided changes, luggage, arriving time policies.

Campaign: Dish

Answered customer questions about product availability., Identified and solved technical issues with a variety of diagnostic tools., Coordinated between billing department and customers to resolve issues., Accurately processed daily orders and plan changes.